7.5. CASE 5: RIGHT TECH, RIGHT CALL

The appliance repair company mentioned earlier (see Case One) suffered a long-term problem: When parts had to be ordered for a repair made at a customer's home, it was usually a different technician sent back with the part. This caused problems for both the company and the customer, for example:

  • The new technician was not familiar with the problem

  • The customer was surprised to see a different technician

  • Significant "rework" would be done, costing the customer time and the company money

  • Technicians were frustrated by not being able to complete a job they'd started.

In a significant number of cases, three or four technician visits would be required to repair the problem-a real aggravation for someone whose washer ...

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