b'KENNARDS HIRE Since 1948TAKING HIRE HIGHER | 88QUALITY PEOPLE, QUALITY PLACESTHE QOM AWARDSSometimes the best ideas happen when youre leastquality, hireequipment, administration, financials and expecting themlike when the boss is having a beercustomer service. This is determined through regular, with a regional branch manager. Thats how Andyunannounced audits. reckons the annual Quality of Operations Management awards, affectionately known as QOMs (pronouncedThe QOMs have developed over the years to address kwoms) came about. shortcomings of the original plan. For one, the audits had to consider that it would be unfair to directly Theres not a Kennards Hire employee alive who iscompare a busy urban branch with a remote location, unfamiliar with the QOMs. Its a hard-fought, competitiveand so tweaks to the scoring system made it more tournament of champions, held yearly and culminatingequitable. Originally, there was only one winner, which in the biggest night of the Kennards Hire calendar: thebecame demotivating as 99 per cent of branches knew Group Branch of the Year Award.they didnt have a chance. It developed into a tiered system to recognise the top 50 per cent of branches, The idea was simplethe company needed some with 10 per cent earning Gold, the next 20 per cent way to measure the performance of its branches. Theearning Silver, and the following 20 per cent Bronze, as obvious way to do this would be to send around seniorwell as overall state and group winners. The goal was to management with a pen and a checklist to provideacknowledge excellence in quality operations, not just feedback on areas in need of improvement. And thatssingle out one winner.pretty much what happened when Andy and Nev first implemented quality control checks as soon as they hadThe QOM Awards nights are the most eagerly anticipated acouple of branches. But lets face it, who looks forwardevents on the calendar, with around 90 per cent of to the boss coming in and picking the place to pieces? the staff attending. Kennards Hire board members attend the state awards, where winners are chosen to Over that beer, a different approach was mapped out:progress to the group awards ceremony. Over dinner, turn the whole thing into a competition culminating ineveryone is revved up by speeches from middle and senior an awards night, with the champion branch winningmanagement about their branches and how they are a prize all the staff could enjoy. At the time, there wasperforming. The underlying message is that individual only Sydney to think of, but it rolled out to cover metroexcellence contributes to company success. Unfortunately, and regional branches across Australia and New Zealandsometimes its not too good for the liver, particularly the as the business grew.older members of the board, Andy laughs, But its a great recognition of the Kennards culture.In order to have a really strong operational business, youve got to have people following the systemsThe ultimate winner of the Walter Kennard Group and processes pretty closely, Angus Kennard says.Branch of the Year Award receives a plaque, a trophy, The competition provides the opportunity to showamonetary reward for staff and, of course, glory forwhich branch delivers the best on safety, hire centrethe next twelve months.'