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tuning in the big picture


Understanding the big picture is absolutely critical in providing superior service. We are not talking about being able to replace the part or a series of parts with the hopes that you are actually fixing the root problem, this is not service and simply describes "parts changers". We know that just because you replace a compressor or a VFD does not mean that the service technician really understands the entire operation and most importantly how the repair impacts the customers confidence and/or perception. While the big picture is often defined as a 20,000 foot perspective, and ignored by many detail oriented people, it is important to understand the entire lifecycle of an asset because it is within this understanding that you will actually improve the level of service you are delivering to your client.



As time goes by our "big picture" will become a bit fuzzy as the results of emerging technology. Black boxes, or those items which we cannot see the inside of, will prevail in our marketplace and be an integral part of many operations. It is our understanding of the big picture which will ensure that the input and the output of these black boxes are appropriate for the requirements. Curious if your field workers see the big picture? Give these exercises a whirl, as the field worker: 

  • identify a major component, for instance an air handler motor. Then ask them to identify the top three issues which the client may have called in related to a failed air handler motor
  • identify at least two parts or components surrounding that major component which may be impacted by the failure and those related components which could be enhanced



If you have implemented a process to capture this information and share it with your other field workers you will be well on your way to painting a very clear "big picture".



What are your thoughts?



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Next post:  incomplete notifications to clients?

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