Situation

A national home services company was hemorrhaging cash and losing customers due to too many “trips-per-repair” to fix broken appliances.

Team Engagement Strategy

A local team of service technicians, parts clerks, and a field service supervisor was recruited to attack the problem using Rapid Action, an “all in one” team engagement toolkit for accelerating results.

Rapid Action Project Charter

How can we complete home appliance service calls “right the first time” in order to reduce repeat service trips, reduce parts costs, and improve customer satisfaction while avoiding the need for additional overtime or increase in parts inventory?

Sample of Solutions Implemented

1. Reorganized service trucks using Lean 5S methods to optimize ease-of-access and accuracy in restocking.
2. Analyzed parts-usage trends and increased truck stock on 25 highest usage parts to reduce delays due to "parts not available" while on service calls.
3. Instituted a more rigorous "Call First" program to reduce "Owner Not Home" cancellations.
4. Developed senior service technician-led mini-clinics on difficult-to-diagnose repair situations.
5. Changed routing procedures on multiple-call repair jobs to ensure same service technician assigned.