Fault Type Data

Updates Fault Types

• Fault Types - 21-Mar

• All,

  Please find attached updated s/s containing fault types taking account of technical staff operating the Helpdesk.

  Additionally, as part of the PPM testing could you check if there was any way for a tradesman to raise a w/o from their handheld and for that to default to the approval step, either for the Helpdesk Technicians or Area Team Leaders.  My understanding at the moment, a new w/o created by tradesman via their handheld would go straight to issue and in progress and join their own queue.  Same question for reactive work.

  Thanks

  Colin

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Updated Fault Types

• Fault Types - 26-May

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Following discussions between Ben, Jane and I, we felt that maintaining a very simple approach for the customer when reporting a fault was important, and as such we have reverted to selecting a trade as tier 1.  Having the 'PROBLEM TYPE' as tier 1 was creating a sizeable list for tier 2 which we felt complicated the process unnecessarily.

  E.g. we have opted to have T1 - Electrical T2 - Lighting, against T1 - Lighting T2 - light out/Faulty Light/Flickering light.  The latter didn't make sense, and trying to split Lighting into further sub-problems created duplication and longer lists.

 The 'COMPLETED WORK' column is the 'drop down' list the Craftsperson would use when completing a work order, and it is from this information that key patterns of recurring fault types or life cycle analysis would be drawn - so we're not compromising on the point raised by the CoW's.

 Any early feedback on this approach would be appreciated before we take this too much further

• Fault Types - Electrical - 16-Apr

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Following our meeting yesterday, I have updated the Electrical fault types - see attached.  I have been through the existing spreadsheet provided by Dave Coward, rationalised the fault types and reformatted to show our 2 tier system,  and the information we require to populate the SLAs.

 Can you confirm this makes sense, matches what we agreed, and gathers everything we need for the fault type/SLA setup?

 I have set aside time this week to complete remaining trades, with a view to meeting with trade specific staff to start to further rationalise this data (including response times), and agree standard completion times.

Attachment	Size
Fault Types Electrical.xlsx	17.43 KB