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Process & gap mapping
First-time fix rate
Raise the first-time fix rate
Find what sends crews back for a second visit and which preparation routines prevent it
- What we would ask
- What was missing when you arrived for a second visit?
Field crews
The job looks different on site
Job records rarely tell the whole story. Crews can explain why visits fail, what information they need and what wears them down
Three ways to use OREY with field crews
Explore a topic
Field service model
Shape a service model crews can work with
Learn what information crews really get and what a new workflow pilot should improve
- What we would ask
- What do you wish you had known before arriving on site?
Continuous listening
Retention
Keep good field staff for longer
Follow what makes field days harder over time, and act on it before good people leave
- What we would ask
- What makes a working day in the field harder than it needs to be?
In anonymous studies, answers are reported only in groups How this works
Where should we listen first?
Start with your field crews