Structure Behind the Scenes Matters
At ACT, we know that what happens behind the scenes is just as important as the service you, as the customer, experiences. Over the years, we’ve grown—not just in size, but in how we think, plan, and work together as a team.
To support that growth and ensure we continue delivering consistent, high-quality service, we adopted the Entrepreneurial Operating System® (EOS)—a complete business framework built to help companies like ours stay focused, aligned, and always improving.
EOS is now part of how we run our day-to-day business, and it’s helping us serve you better than ever.
What Is EOS®?
EOS is a simple yet powerful set of tools designed to help companies gain Vision, build Traction®, and maintain healthy, accountable teams. It’s not a software or a buzzword—it’s a system that helps our leadership and departments stay on the same page, solve real issues, and deliver consistent results.
When a team is rowing in the same direction with clear roles, shared priorities, and a system for solving problems—things run smoother. That’s what EOS does for us.
The Tools We Use to Stay Aligned and Focused
Here are the core EOS tools we use every week at ACT Forklift—and how they help us operate with more clarity, accountability, and consistency:
Vision/Traction Organizer (V/TO)
This is our internal roadmap. It helps us define long-term goals, quarterly objectives, and core values—so every team member knows exactly where we’re headed and how we plan to get there.
Rocks
Each quarter, we set “Rocks”—the top priorities we commit to completing. Rocks keep our team focused on what matters most and help us move the needle in meaningful ways.
Scorecards
Our Scorecard tracks key metrics—like service response times and parts delivery KPIs—on a weekly basis. This lets us see how we’re doing in real-time and fix small issues before they become big ones.
Level 10 Meetings™
These are weekly structured meetings where each department reviews progress, addresses roadblocks, and solves issues. They’re focused, fast-paced, and keep us accountable.
Accountability Chart
We’ve replaced a traditional org chart with an Accountability Chart—a clear structure that defines every role and responsibility across the company. This removes confusion and helps everyone own their area of the business.
Issues List
Every team member has a way to bring up challenges they see. Our Issues List lets us capture and solve problems as a team—quickly and permanently.
Impact Since Integrating EOS®
Since adopting EOS®, we’ve seen major improvements not only in how we operate—but also in how we communicate, plan, and solve problems as a company. Here are some of the most noticeable benefits we’ve experienced:
Stronger Team Clarity and Alignment
EOS has helped eliminate the “gray areas” between departments. Everyone knows their role, who they’re accountable to, and how their work connects to the bigger picture. That clarity has improved both daily execution and long-term planning.
Focusing on What Matters Most
With our Scorecard in place, we now track the most important numbers weekly. It keeps our team focused on leading indicators—not just results—so we can make better decisions faster.
More Productive, Purpose-Driven Meetings
Level 10 Meetings™ have transformed our communication. They’re structured, consistent, and actually solve problems. We’ve noticed better communication within departments and between departments—no more guessing or waiting around.
Quicker Issue Resolution
With EOS, problems don’t sit for weeks. They get surfaced, prioritized, and solved—fast. Teams now have a shared Issues List and meet weekly to knock them out. This has made us more responsive and more collaborative.
Better Scheduling and Workload Management
By tracking team priorities and Rocks, we’ve gained better visibility into who’s working on what—and when. That’s helped us schedule smarter, manage technician workload, and reduce delays.
A Shared Cadence of Accountability
Weekly rhythms—like our Scorecards and meetings—hold everyone accountable to clear, measurable outcomes. And when ideas are brought forward, the whole team understands why we’re moving forward (or not). That transparency helps build trust and momentum.
Living Our Core Values—Every Day
EOS helps us identify team members who truly align with our core values. Whether we’re hiring new associates or evaluating performance, our values are part of the conversation—because our culture depends on it.
We Get Stuff Done (GSD)
EOS has given us the structure to take action quickly and confidently. Rocks are getting completed, goals are being hit, and we’re seeing ideas move from discussion to execution more consistently than ever.
What EOS Means for You as a Customer
EOS isn’t just an internal benefit—it directly impacts your experience with ACT Forklift.
Here’s how:
- Faster service and response times, thanks to real-time tracking of team performance
- More consistent communication—everyone is clear on expectations and follow-through
- Proactive problem solving through weekly issue resolution processes
- A culture of accountability, where every team member owns their role and results
- Stronger long-term partnerships—because we’re aligned and focused on doing the right things the right way
It’s Not Just a System—It’s How We Work
We didn’t adopt EOS because it sounded good on paper. We implemented it because we wanted a better way to support our employees and serve our customers.
Whether we’re delivering a part, servicing a piece of equipment, or helping you plan your fleet’s next phase—EOS ensures we’re doing it with purpose, clarity, and consistency.
Want to See EOS in Action?
If you’re already a customer, you’ve likely experienced some of the benefits of EOS—faster follow-up, clearer communication, smoother service. If not, now’s a great time to connect with our team and see how we can help.