Reactive to preventive in 105 checks

A technician visits a site because something broke. The visit is paid for either way. So the cost of checking everything else on that visit is close to zero.

That one idea turned a reactive service model into a preventive one at Tessol.

The checklist

I built a preventive maintenance checklist with 105 items. Every visit, the technician runs the full list, whatever the complaint was. Failed items are logged.

What changes

• The next complaint visit arrives with the right parts, because the failed items are already known.
• The next visit verifies the last visit's open items, so nothing is quietly dropped.
• Complaints become less frequent because small faults are caught early.

The numbers across 5 cities

• Complaints breaching the 72 hour TAT fell from 32% to 6%.
• Complaints resolved the same day rose from 29% to 46%.

The objection

The obvious objection is that a long list slows each visit. It does, a little. The second visit it removes costs far more than the extra minutes.

If a person is already standing at the asset, ask what else you will wish you had checked.