Service tech continuous improvement overview

How do we get results?

First, we ask some questions

• What is different from the way it should be?

• How do you know?

• What are the steps to address it?

• How will you check to see if it is getting better?

Is there a method to help us answer these

questions?

Yes. It is known as the “Continuous

Improvement Cycle”

SUSTAINED RESULTS: Specific,

Purposeful, Focused Actions

Continuous Improvement

Cycle

Everything that we do to improve should be specific, purposeful, focused actions to get sustained improvement. To make an improvement, without being able to point to exactly what you did to make that improvement, is to risk that the improvement you made will not be sustained.



PLAN:

•Determine what is “different from the way it should be.”

•Assess opportunities for improvement

•Decide on a specific set of actions to address issues and opportunities.


Cycle Is there any situation where an expected level of performance is not being achieved? Is there a difference between a standard and the observed performance?



DO: •Execute the plan you developed in the first step*.

•Plan a way to determine how to make sure that the action steps in the “Do” step will take place.


Cycle

* This is a good application for SMART goals.



CHECK

•Were the action steps in the Plan stage taken?

•Were the actions taken effective?


Cycle



ADJUST

•Determine any adjustments needed to the action plan to get desired improvements

•Determine steps to monitor and sustain improvements seen.


Cycle



ADJUST




Cycle NOTE: The “classic” PDCA cycle has this step as “ACT.” However, my experience is by using the word “ADJUST” in its place conveys the idea more clearly for those not versed in the language of continuous improvement.




Cycle PLAN:

•Determine what is “different from the way it should be.”

•Assess opportunities for improvement

•Decide on a specific set of actions to address issues and opportunities.

DO: •Execute the plan you developed in the first step.

•Plan a way to determine how to make sure that the action steps in the “Do” step will take place.

CHECK

•Were the action steps in the Plan stage taken?

•Were the actions taken effective?

ADJUST



RESULTS: Specific,



Cycle

Go back and do it again!

This is a Continuous Improvement Cycle!

How do we get results?

The following example was used to convey the key characteristics that are desired from a Cable/Internet

service technician.

Service Tech, Critical to Quality

PROCESSRESULTS

Rework

Productivity

On Time Arrival

Customer Satisfaction

These are the desired outcomes.

However, focusing only on the results does not lead to lasting change or

sustained success. Taking care of the processes that go into getting these results is the most efficient way to achieve them.

Focusing on results can sometimes bring

about rapid improvements, but these improvements are rarely lasting, especially when the focus moves on to other things.

Service Tech; Critical to Quality

PROCESSRESULTS

Rework

Productivity

On Time Arrival

Customer

Satisfaction

Adherence

to

Standards

Many of the things that go into a successful resolution of a customer’s

problem result from following standard procedures. The Whole

House Process is one of these procedures.

If a tech is not committed to

following the standards set forth for successful resolutions, then working

on the other process components will not end up with the desired

results.

We must first address the “will do” the job, before we can successfully

address the “can do” the job.

When we focus on the “Process” instead of the results, then we can start making sustained changes. One of the most important of these is the importance of focusing on the customer experience:

1. Did we solve their problem completely? 2. Did we look at their entire house and all

products to make sure that other problems won’t be likely to occur?

3. Did we spend the time to give the customer the knowledge and understanding to be able to use their services to its full potential?

4. Did we treat them with courtesy and respect?

5. Did they have an overall excellent experience?


Understand what you are seeing

Phone

RESULTS

Technical

Ability

Rework

Productivity

On Time Arrival

Customer

Satisfaction

Know what to do about it

PROCESS

Broadband

Video

Adherence

to

Standards

Troubleshooting

There are two components to Technical Ability:

1. The knowledge of the products and diagnostic tools.

2. The ability to effectively troubleshoot.

A technician must be technically competent to understand each product and service, and the “boxes” used for each product.

He/She also needs to be competent in understanding how the incoming signals are affected by the plant, the drop, and any

ingress/egress issues.

Additionally, he/she must be able to understand and use all diagnostic equipment effectively.

A technician also must be able to understand when

something is “not the way it should be,” and be able to know what steps must be taken to correct the issue.

Does the tech live up to the knowledge that they have?


Approach

RESULTS

Rework

Productivity

On Time Arrival

Customer

SatisfactionTool Bag

PROCESS

Truck

Whole House Process

Process

Focus

Organization

Adherence

to

Standards

Another key component is having a process focus. This is closely related to “Adherence to Standards.” The process focus we have chosen is the “Whole House Process.” This is the standard that we expect all technicians to follow. A systematic approach is critical to not only solving the current issue, but in finding potential problems that may cause other customer issues. The Whole House Process must be done in it’s entirety. To only do some of the steps is to Not do the Whole House Process.

With an organized truck, tool bag, and approach, the tech is able to be more

efficient in solving the problem, minimizing time spent running back and forth to the truck, and looking for tools

and equipment.

A positive attitude helps build teamwork. Being willing to work together, blending the knowledge and experience of your co-workers, supervisors, trainers, and technical experts will result in much better outcomes than a tech who relies on his or her knowledge and experience alone. Asking questions, seeking help, and offering the benefit of your expertise makes for a much better overall team, and provides the customer with a superior experience.

Working on your interpersonal skills and professional image gives the customer confidence that you are the expert and will solve their problem. Taking the time to help the customer fully understand his services and equipment makes for a better experience for him/her, and may prevent the need for the customer to have to call us to solve problems that he or she may be able to take care of on their own.

As you are assessing your tech, then think of what areas here may need to be improved with your tech. Focus your SMART goals on the process/behaviors, not on the end result. It may take a little creativity on your part to come up with specific, measurable goals for some of these components. Use your peers, your TOM, Jerry Pile, Rich Skiff, or Ron Clarke if you are struggling to come up with ideas.


Phone

Troubleshooting

Whole House Process

Technical

AbilityVideo

Attitude

RESULTS

Professional Image

Customer

Experience

Truck

Tool Bag

Interpersonal

Skills


Approach

Supv/Mgmt

Adherence

to

Standards

Process

Focus

Broadband

Co-Workers

Customer Education

Rework

Productivity

On Time Arrival

Customer

Satisfaction

PROCESS

“Fix the Customer”

Organization

Customer


Honesty and Integrity


Phone

Troubleshooting

Whole House Process

Technical

AbilityVideo

Attitude

RESULTS

Professional Image

Customer

Experience

Truck

Tool Bag

Interpersonal

Skills


Approach

Supv/Mgmt

Adherence

to

Standards

Process

Focus

Broadband

Co-Workers

Customer Education

Rework

Productivity

On Time Arrival

Customer

Satisfaction

PROCESS

“Fix the Customer”

Organization

Customer


Honesty and IntegrityEven though one of the components of SMART goals is for it to be “measureable,” the measure should not reflect the end result, but be focused on one of the components at the right.

Business

Service tech continuous improvement overview