Operations
Running it day to day
Dispatch, triage, after-hours arrangements, and the two things that determine data quality: what site managers report and whether contractors complete the close-out.
Dispatch: Report to Technician
Procedure
The half hour between a manager noticing a problem and a technician being assigned determines cost, response and whether the visit works.
Recurring Failures: Finding the Actual Cause
Procedure
The same asset failing repeatedly is rarely bad luck. It is usually an unaddressed root cause, and the work order history contains the evidence nobody reads.
After-Hours and Emergency Response
Procedure
Most expensive failures happen outside business hours. What has to be decided in advance so that a manager at 9pm on Saturday is not improvising.
What Site Managers Need to Know
Checklist
The quality of every work order depends on a non-technical person describing a fault. A short training that materially improves first-visit resolution.
Photographs and Evidence on Work Orders
Procedure
A required photograph field improves first-visit resolution more than any other single change, and the same images serve compliance, warranty and disputes.
Getting Work Orders Completed on Site
Analysis
The close-out data is where the value is and where every system leaks. Technicians complete forms that take under two minutes and abandon anything longer.