The Following Presentation was Made to the Pest Control Enforcement Advisory Council (PCEAC) By Bryan Cooksey, Government

Affairs Committee Chairman of FPMA on March6, 2012 in Tallahassee. The presentation was supposedly made to make the case that large companies can have pest control service technicians operate at business offices without having a Certified Operator In Charge (COIC) at the location. Chapter 482 requires the COIC to exercise personal supervision of and participate in the pest control activities AT the business location of the licensee (emphasis added). The presentation states that one of the ways that an employee, in the absence of a COIC, can advance is by trial and error. In essence, service personnel can be supervised by remote control, and one COIC can manage up to 275 people.

The Adoption of the suggested changes to Chapter 482 would open the floodgates and allow the unlimited selling of ID cards throughout Florida. ID card holders would only need to have contact with a supervisor once in a while. There is no qualifier for what a supervisor is. Any Licensee will be able to sell ID cards to anyone, anywhere in Florida, and allow them to train by trial and error.
This issue is on the agenda to discussed AGAIN at the July 10, 2012 PCEAC meeting. Obviously someone wants this very badly. The question is, why?

COIC Supervision
Specific Focus Remote or Multiple Locations March 06, 2012

Industry Perspective
Speed and Accuracy of response to Customer Request Efficiency of Service Delivery Safety of Client, Brand protection and employee safety Compliance to Rules and Regulations Quality Control Training and Certifications Growth and profitability of business

Old World View

Order called into local office Dispatched from local branch Service technician leaves local branch with ordered reviewed by owner/operator Technician delivers service to homeowner under homeowners supervision and returns to office Owner checks technician in at end of day

 Order comes in at 1030PM over the internet Company has 2 minutes or less to respond secure appointment and or sell the service Service is provided within a set amount of time can be 2 hours or less from initial contact with consumer Technician is deployed via text; service is performed and recorded to hand held device/ service delivered time in/time out on hand held device; product used and amount used electronically recorded and downloaded to centralized office for review and billing Minimum supervision. (Highly trained and experienced individual)

New World View

Technicians are reviewed and evaluated by jobs and $ serviced without skips or cancels customer feedback and ability to deliver consistent service Trigger events are ability to satisfy clients and solve their issues, time on account, devices checked , adherence to label and company/client protocol Advancement to more difficult accounts and career progression is achieved by experience gained through trail and error, time on the job learning from others and training such as Quality Pro, AIB, ASI, Green Industry BMP s, ACE, ID Card Training, Special ID Card, Certified Operator and cross training into multiple categories

Tools for Measuring and Building Success

Services performed on time and problems resolved GPS/TIWI to measure routing and driving habits Client Surveys measuring ability deliver service to clients satisfaction Attendance at Industry Trade Shows and training events Attend regional training events such as FPMA, FAMU and Southeastern Conference Internet Based training such as Internal Company University, classroom or field training Not showing up on the DACS quarterly violations report

Tools for Measuring and Building Success

Weekly or Monthly interaction with Training Event under direction of COIC or Training Director Account Specific Web training events Job Specific training client driven lawn, pest, termite, fumigation, or internally driven training QC Audits by Supervisors, 3rd party or Owners Feedback from consumers Ride along with the tech DACS field inspections

Small

Medium to Large

 Ability to effectively deliver services varies across the spectrum One COIC can successfully manage from 1 to 275 individuals with the right team and organizational structure in place Distance of Supervision is directly related to difficulty of service and experience of technician being supervised It is more dependent on the individuals abilities being supervised than any other factor such as expectations of customer ,insect biology and materials to be used In the State of Florida minimum 50 to 80 miles and maximum 580 miles At each end on the spectrum is the expertise to solve the regulatory burden of over site Encourage BMP exchanges through Industry Associations and voluntary sharing of what works Subsidize the development of learning platforms by creating Public/Private partnerships between Industry, Government, Universities and other Stakeholders Such as IFAS, PMU,DACS, Orkin, FPMA, DEPetc. and make available for use by all with the understanding that mid size and larger companies have internal staffs that provide this function for their employees

All Organizations are Dierent

 Questions?