The review consisted of a diagnostic of the current state followed by redesign and implementation.
Diagnostic
Diagnostic activity, including Value Stream Mapping, Day In the Life Of and a demand analysis, enabled us to understand the process from end-to-end. Key findings included 42% of repairs calls into the Customer Service Centre were failure demand, errors being made in diagnosing of repairs, a lack of standardisation, targets driving the wrong behaviours and a lack of control in parts of the process.
Redesign
Key changes included removal of priority codes, removal of targets, instead re-orientating to measures, a complete review of the Schedule of Rates (SORs), an improved follow-on process and assisting with the development of subcontractor management.