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Let’s talk about how this strategy works in electrical service companies, noting this principle can be adapted to other situations, such as plant maintenance.
It’s halfway through a fully-scheduled day and a customer calls. Wanting to both please the customer and maximize company revenue, the dispatcher double-books. He figures if all the techs work a little faster, he can free up resources to handle this additional job. So he tells each tech there may be another job and they’ll need to tighten things up.
Not knowing what particular corner they’re supposed to cut, the techs cut as many as they can. Instead of making sure the customer understands what was done and is satisfied with the work, each tech rushes off. And each one “saved time” by not completely filling out the job worksheet, not performing all the recommended “As Left” electrical tests, and not taking photographs during the job.
The inevitable outcome of this is an increased callback rate and decreased customer referrals. The dispatcher was wrong to try to squeeze more blood from this particular turnip.
Pushing people to work faster is never a good idea. Typically, they are already working at a speed that is realistically their maximum. More often, techs need to slow down and work more methodically; this is how you reduce mistakes and improve safety.
To fit more jobs into the day, plan the jobs better.
Source: Mark Lamendola | Mindconnection