When something breaks.
WHAT TO ESTABLISH
How requests are raised Who receives them How they are prioritised Response times by priority
WHAT PRIORITIES TO DEFINE
- Safety or security risk: immediate
- Loss of essential service: urgent
- Affecting use: normal
- Cosmetic: scheduled
WHY DEFINE THEM
Everything is urgent to whoever raised it.
WHAT TO RECORD FOR EVERY REQUEST
What, where, who raised it, when What was found What was done When it was closed
WHY
It is the record of service delivered, and it reveals recurring problems.
WHAT TO TRACK
Open requests and their age Response times achieved Repeat requests for the same item
WHAT REPEAT REQUESTS INDICATE
A repair that did not address the cause, or equipment needing replacement.
WHAT TO DO ABOUT THEM
Escalate to a proper fix.
WHAT TO ESTABLISH ABOUT AUTHORISATION
What you may spend without asking.
WHY
Seeking approval for every small repair produces delay and frustration.
WHAT TO AGREE
A threshold.
WHAT TO DO ABOUT WORK EXCEEDING IT
Quote, and obtain approval.
WHAT TO PROVIDE
Feedback to whoever raised the request.
WHY
Silence produces repeated requests and complaints.
WHAT TO REVIEW
Whether reactive volume is falling as planned maintenance takes effect.
WHAT RISING REACTIVE VOLUME INDICATES
Ageing systems, or planned maintenance not being performed.
