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■Ensure that all repair work complies with all relevant safe-
ty guidelines.
■Ensure that no repairs fail inspection by third-party safety
inspectors.
■Maintain area of repair so no injuries occur while repair is
ongoing.
■Post appropriate signage to guide people away from
repair area.
■Make repairs so that zero property damage occurs as a
result of the poor quality of any repair.
■Meet customer needs so that 90% of customers are satis-
fied, as determined through follow-up calls.
■Test all repairs before leaving to ensure that they actually
solve the problem.Speed of Repair
■Complete every repair within the specified “book time” for
that kind of repair 95% of the time.
■Ensure that no more than 5% of repairs are delayed due
to lack of parts or tools.
■Arrive for every repair visit with all necessary tools and
parts.
■Make every effort to minimize the amount of time the
machinery is unavailable for customer use.Work Planning and Estimating
■Plan projects so as to eliminate unproductive downtime
attributable to poor planning.
■Provide accurate, fair, and honest estimates.
■Schedule field repairs to reduce mileage/transportation
costs by 10%.
■Plan so arrival at repair site is within 10 minutes of time
promised.