Designing out repairs: Test One

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1. Engineer Sign-Up Can we reduce repairs volume by coaching customers how to carry out basic repairs? Tom Hartland 2. Every year Bromford experiences a large demand for…
  • 1. Engineer Sign-Up Can we reduce repairs volume by coaching customers how to carry out basic repairs? Tom Hartland
  • 2. Every year Bromford experiences a large demand for small everyday repairs. Our engineers have reported that many of these repairs are easily avoidable, however the customer doesn’t feel suitably equipped with information, skills or tools to complete them themselves. This proposal is for an engineer to visit the customer two weeks into a new tenancy, teaching and demonstrating how to carry out basic repairs such as: bleeding radiators fixing toilet overflows/handles isolating water supplies adjusting kitchen cupboards and doors replacing fuse spurs maintaining water traps on sinks. Background
  • 3. Knowledgeable on the surface but self-reported as completely uncomfortable for most repair tasks. Self-rated confidence went up by over 30% following the visit. Completely comfortable at most tasks, Shaun rated lower confidence for jobs where he wouldn’t know what’s expected of him, assuring us there needs to be complete clarity in our communications with customers. 10% improvement. Older couple who rated all jobs as between OK and completely uncomfortable. Visit seemed to reaffirm existing knowledge and provide encouragement. Repairs confidence rose by 45%. Ruby Rich and Janice Kathleen Young mother who uses repairs service because it’s easier than rousing her boyfriend, Kathleen rated as completely comfortable for most tasks except bleeding radiators and boilers. 10% improvement in skills, but would this translate to reduced repairs demand? Shaun Kelly and Dave Working age couple with high overall confidence but limited skills with plumbing/heating. Up-skilled by 9% during visit and would use repairs service whenever special parts are needed as easier than sourcing them Byron Younger gentleman who had very rudimentary skills. Benefitted most from knowing how to identify stop-taps and isolating water in the event of a leak. (Didn’t measure confidence) Customer Overviews On 17th December we held an experience day with customers at Friars Gate community house, t help get feedback on our prototype service...
  • 4. 30minutes approximately ...though we’ll still have to see whether longer visits = better knowledge retention and reduced repairs call volume Service Feedback 100percent satisfaction All customers expressed this as a good idea. As long as we can make the cost/benefit work for everyone this looks like a great addition to Bromford services reassurance and expectations … are as important as skills and tools. As long as customers believe we will conduct every repair, or feel they don’t have permission to act themselves, there will be excessive demand on our repairs service
  • 5. Repairs Confidence Radiator/Boiler tasks were ranked as the least comfortable repairs jobs for customers with an average of 1.43 out of 5 while basic plumbing maintenance contributed to all three of the least comfortable tasks for customers. These tasks were most likely to be thought of as a landlord's responsibility, and not a customer’s. On the other hand all customers were far more comfortable using the fusebox to diagnose a faulty appliance, repairing small holes in walls and cleaning extractor fans. Sometimes expectations around what we meant - i.e. ‘readjusting and servicing windows’ needed more explanation.
  • 6. Phase Two: Demonstrate Appetite Phase One: Define Opportunity Phase Three: Measure Value Phase Four: Test Deployment (Pilot) Design Path 1. Design basic value indicators and method of measuring 2. Identify test area and assign necessary colleagues/ resources 3. Run test with close monitoring/control checkpoints Demonstrate value and challenge assumptions through raft of initial tests Phase 3 design consultations scheduled for January 2016
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