When you ride along with technicians, you quickly realize how the head office can overload them with many "simple tasks".
The safety team says, “Just put out the cones, it’s simple.”
The fleet team says “Don’t let the vehicle idle for more than 1 minute. Simple.”
HR says “Just code your time sheets by type of work. Simple.”
Finance says “Make sure you submit all of your completed paperwork. Simple.” And on it goes.
By the time the technician hits the road there are far too many things for any one person to remember. Using shortcuts and simple codes can ensure that expectations are met while simplifying complex tasks.
Some interesting approaches include:
1. Checklists for complex processes - Start of day, arrival at the call, standardized
diagnostic protocols, call completion, end of day, etc.
2. Simplified call completion notes - If technicians are writing and rewriting notes that must include a number of updates, make it easy for them by using standard shorthand for notes.
3. Build in call completion codes - Completing a call should capture what was done and
what needs to happen next. Standardizing codes like call completion (e.g. a 77 is a part
order, 88 is customer not home, etc.) can take significant work out of a technicians day
and allow you to automate downstream processes (part ordering, further service call
setup, call closure, invoices, etc.) for further labour savings.
Have you simplified and automated daily tasks for your technicians, or do you keep adding just “one more thing” to their day?
Share your experiences online and learn more about field service transformation with Chapman Management Solutions at www.chapmansolutions.ca
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