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- Skluzavka: 1
- One night, SC officer Chris was fast asleep, when he had a very interesting dream:
- zzzzz... I need to tell the SC team more about the technican response time KPI. ....zzzzz
- Skluzavka: 2
- Chris' dream occured as follows:
- Hi, I'm Chris, SC officer. Today I would like to tell you more about our new dispatch KPI - Response time
- Hi I'm Lisa, the imaginary SC tech dispatcher
- Skluzavka: 3
- Response time is the time between when a tech WO gets made and when a tech starts travelling to site.For example if I make a tech WO now and the tech starts travelling in 2 hours, that WO would have a response time of 2 hours.
- Wow! That sounds cool Chris, what's response time ?
- Skluzavka: 4
- All of a sudden Chris and Lisa were onboard the International Space Station, because this is Chris' dream and he likes space.
- What's our response time goal Chris?
- Our goal is to have our techs attend all P1 and P2 WOs in under 13 hours. Do you think you can do that?
- Skluzavka: 5
- Now Chris was king of the Service Centre. He started to talk in bullet points, inorder to maximise operational effficiency...
- Get techs to jobs as soon possible Try to keep techs as busy as possibleEg if Wollongong is quiet, get the techs up to Sydney. If Newcastle is busy, send someone up. Make sure all WOs are created properly, with the correct priority
- Wow Chris, that sounds fun! Tech dispatch is my favourite role. How do I improve our response time?
- Skluzavka: 6
- That's why we all have to work together to maximise uptime. If you see that happening, please provide that feedback to the SC leaders via the feedback excel. I have even created a new Response time dashboard for our dispatchers to use. It is linked below, in the weekly round up in which my dream is taking place
- Wow Chris!!! I'm already doing that but I can't control when the techs start travelling. Sometimes they even do my schedule out of order....
- Skluzavka: 7
- Chris awoke, ready for an exciting day of maximising machine uptime....
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