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Please Read: RoadTest Program Change #2

rscasny

Over the past week, many of you have contributed to my discussions regarding the state of the RoadTest program. You have offered your ideas and  voiced your concerns about the program. I am already seeing a positive change. Most of the posted on the main landing page of the RoadTest Review space are new.

 

I want to thank everyone who has posted new reviews. I have to report back this week to a supplier regarding the status of the reviews. I can start sharing positive news.

 

Going Forward

Part of how I see my job as RoadTest Program Manager is to find out why people aren't posting reviews despite the clearly stated terms and conditions that a RoadTester will get a free product in exchange for your feedback on the official element14 review form. Jobs changes, moves, illnesses are generally all acceptable reasons why a RoadTester has not completed a review. But, you need to inform me what is going on.

 

I realize that "things happen." In one situation, I learned that one RoadTester did not complete her/his review because the product was stolen along with the person's laptop, etc. I am working with this individual to get her/him another product. But I also asked her/him if the physical security improved where my supplier's product is stored. (Sounds like an opportunity to do an IoT project on this problem.)

 

The problem of lack of communication has been a problem. For instance, I am ready to ship out products today for the Cleo/Nero RoadTest. One of the winners has failed to contact me despite my sending him messages for more than a week.

 

Another problem is when an applicant uses a different email address than the one used to register on element14. Since I check the finalists' profile in order to "get to know" the person's history within the community, when a different email address is used on the application, I am delayed in selecting applicants, sending to the supplier, etc.

 

Since communication is a two-way street, I realize I have to stay in touch and communicate with you. I feel I have been doing that recently But, of course, there's always room for me to improve.

 

Next Change

Communication is important and it is the focus of the next change to the RoadTest program.

 

Simply stated, if I need to contact you regarding a roadtest for which you have applied and I don't receive a reply within a week, and AFTER 2 times trying, I will set aside your application or winning entry and chose someone else.

 

I surely don't expect you to site at the edge of your seat and reply to me instantaneously. 24 hours would be great, but not always possible, especially for those of you who are frequent business travelers. I feel a week is adequate; however, I'll open this up for discussion. No rule is ironclad (unless you are in the military); but a communication rule has become necessary.

Parents

  • One week is more than sufficient, provided the road test page spells out what the communication method will be, the timing and the consequences. If you feel more grace is needed, I think it is still worth shipping kit to the members who have responded, while waiting for the stragglers.

    It would also be most helpful if the decision date was published at least at the time the enrollment closes. Decision dates often slip, so it is hard to know when you need to check for a result.

    If the decision date slips, it would be very useful if it was reset and re-published at least by the original decision date. If a new date is not known, at least a schedule for an update allows members to plan and not miss the notice.

    I understand and sympathize with element14's problems with tardy and delinquent road testers and I am fine with measures to get better control; but of course communication is helpful in both directions. I'm not sure how prevalent it is with other members, but it seems many of the road tests, contests and design challenges I attempt have their schedules messed up, often without any notification. Last year I waited 9 months for some road test kit to show up, without any idea of the schedule. I still haven't got my kit back from the Sudden Impact challenge in 2015. (although I think it is finally in the mail thanks to Jane) (she also is scaring up my prize from the Halloween contest last year) I've had a couple of other douzies as well but these examples aren't intended as a complaints or a comprehensive list, just pointing out that delays can occur on both sides and better communications would help in all cases.

    I do hope notification is not via Action Items in our Community Inbox. I have never been able to see any Actin Items in my Inbox although I get email notifications that there are Action Items pending.

  • in reply to dougw

    Doug,

     

    What you say is correct. We have to do better.

     

    Randall

  • in reply to rscasny

    Hi Randall,

     

    You have made a good start.

    You have identified the issues and you have proposed new solutions.

     

    At this point, all you can do is implement the new procedures and monitor your results.

    You should also set improvement goals, like a 75% road test posting result over a time period, say in ;the next six months.

    That approach gives you a quantifiable success of failure metric that you can then assess and review.

     

    Make not mistake, you have a difficult job.  Luckily, the TM's give you a cadre of dependable road testers, so you can immediately show the vendors an improvement by skewing the testing to TM's.

    You use the remaining 25% of the products to those newbies who write good proposals and who have at least some history with the community.

    Look for people who can be enticed to participate with the other members, not just do the road test.

     

    There are no guarantees.  All you can do is your best and that is all that can be expected of you.

     

    DAB

  • in reply to DAB

    There are people who participate, maybe not at he level of a TM, but who are still pretty engaged here... I think point level as well assign up date with  last login date might be a better "benchmark" than the commonly used "TM". This allows for a points average over time if you will and opens it up to a larger group who are also involved but might not be on here 24/7. 

     

    Just my thoughts

    Kas

Reply
  • in reply to DAB

    There are people who participate, maybe not at he level of a TM, but who are still pretty engaged here... I think point level as well assign up date with  last login date might be a better "benchmark" than the commonly used "TM". This allows for a points average over time if you will and opens it up to a larger group who are also involved but might not be on here 24/7. 

     

    Just my thoughts

    Kas

Children
  • in reply to kas.lewis

    I think point level as well assign up date with  last login date might be a better "benchmark"

    You'd definately need to look at some other aspects.

    I gave an example where in one day someone had climbed to Level 3 and had 13xx points, without really contributing anything to the community.

     

    I'm sure Randall's ideas will pay off and we just need to let him run with them.

     

    Mark