Preliminary updates from five separate task forces set up recently to find ways to increase satisfaction among new RV industry customers will be presented to the reconstituted Committee on Excellence during the Recreation Vehicle Industry Association’s annual RVIA Committee Week June 12-15 at Willard InterContinental Hotel, Washington, D.C.
“Most of the task forces have met only once or twice, so I don’t expect that they will have a lot to report on yet,” said RVIA President Richard A. Coon. “But they should have a report on what they are doing.”
Task force chairmen were named in February after industry leaders decided that the Go RVing Coalition’s Committee on Excellence should be given more authority to seek solutions to increase customer satisfaction, which hasn’t progressed much over the last decade, according to a series of biannual surveys.
Coon has attended Committee Week for more than a decade as a representative of generator-manufacturer Onan, Minneapolis, Minn., but this will be his first as RVIA president.
“Committee Weeks always have been an important time for the association,” Coon said. “It sets the tone and agenda for what’s going to be happening for the next year. I’m looking forward to it. I’m going to have a different perspective this year.”
Committee Week also will feature the likely unveiling of the new Internet-based e-learning service technicians program from the Recreation Vehicle Service Training Council (RVSTC) that should be available to individual technicians in September.
With the Florida RV Trade Association (FRVTA) board voting to continue the Distance Learning Network (DLN) associated with Lake City (Fla.) Community College’s RV Institute, it appears two association-backed training programs will be operating simultaneously.
The RVIA board in February voted to discontinue $200,000 in DLN funding in lieu of the less-costly e-learning program that is under development. The DLN, which telecasts a 60-hour curriculum to prepare technicians for certification, expects to distribute archived video program to dealerships nationwide as well as to those in Florida.
“We may find we need both approaches,” said Bruce Hopkins, RVIA vice president of standards and education.
The RVIA Education Committee also is expected to make a recommendation to further delineate the differences between a “certified” and “master certified” technician. To become certified, technicians currently must have a score of 76 on a standardized 100-point test while a technician with five years experience and a score of 85 on the test becomes master certified.
“Fourteen points isn’t a lot,” Hopkins said. “As we get more people into training, we need a bigger difference between being certified and master certified.”