If your quality is high and you are good with best advice then new performance scheme is ok but the F/T completetion needs to be higher and the recall rate is a lower target now!
I have found having worked at both ends of the country that there is a lack of experience in the south (ie London) and a blickered approach to fixing things, repair the one fault and get out the door. ignore everything else of a minor nature.
But I guess its the same every where, you have the good ones and you have the bad ones!!!
Have been out with a few worcester reps who were not too hot, couple of vokera peeps who were poor, ideal guy where I used to work was a waist of time.... so as B/G is the biggest so is our number of great engineers and also poor ones!
This is why you cannot have a target based measurement, it actively encourages that sort of practice. Not good enough for a class leading organization.
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it doesnt matter how they measure you, you will always fail in one way or another.
the newer measurement still doesnt take into account the recalls that are not recalls or travel which are my two big downfalls.
at the end of the day unless you average 8 jobs day (standard repairs) you probably wont hit gross performance unless you sell something in that day.
the newer measurement still doesnt take into account the recalls that are not recalls or travel which are my two big downfalls.
at the end of the day unless you average 8 jobs day (standard repairs) you probably wont hit gross performance unless you sell something in that day.
2 weeks ago 6 recalls...1 of which actually was genuine!!
gas board thought only pensioners still called bg that! what manufacturer do ya work for then?
easiest way i've found is to try and do the job on the 1st visit regardless how long (only ordering parts wen i have to) and just fiddle the performance..
does everyone still get them recall sheets?
does everyone still get them recall sheets?
I would have expected all engineers to fix all faults on the first ( and so the last ) visit unless rare parts were needed which is in reality rare!
When I know the model and the symptoms then I expect to get 95% of boiler working again on the first visit.
One British Gas senario I encountered was that 35 visits had been made and it was still not working properly. I gave advice on the phone to the TSM and identified the ( system design ) fault with just a few telephone calls and no visit on my part ( and no payment either! ).
Its very difficult to imagine a management regime that allows that to happen without heads rolling! But they all seemed very laid back about it! I would have expected the TSM to have been luring me with £200 to sort it out so that he did not lose his job!
Tony
When I know the model and the symptoms then I expect to get 95% of boiler working again on the first visit.
One British Gas senario I encountered was that 35 visits had been made and it was still not working properly. I gave advice on the phone to the TSM and identified the ( system design ) fault with just a few telephone calls and no visit on my part ( and no payment either! ).
Its very difficult to imagine a management regime that allows that to happen without heads rolling! But they all seemed very laid back about it! I would have expected the TSM to have been luring me with £200 to sort it out so that he did not lose his job!
Tony
You dream about it tony not expect it!, even manufacturers carrying all the parts for the models they select to cover don't hit that
I would expect most manufacturers engineers have a very high first time fix rate! Excluding Ideal of course as their boilers are so difficult!
All the Moggat pictures displayed fine.
BG usually use contractors for installations. That one clearly had not noticed that you can cut the insulation at 45° to get a nice elbow! Of course you dont have to be very clever to just install boilers.
Tony
All the Moggat pictures displayed fine.
BG usually use contractors for installations. That one clearly had not noticed that you can cut the insulation at 45° to get a nice elbow! Of course you dont have to be very clever to just install boilers.
Tony
doubt that pic was a bg install.maybe the magnacleane, but weve been using branded controls for years and havent fitted sup's for ages.
on the perf side i fix everything i can 1st time unless i dont have the parts. i too have noticed this 'only one fix a a time' culture aarising from the new eng's. its ****ing embarrassing.
on the perf side i fix everything i can 1st time unless i dont have the parts. i too have noticed this 'only one fix a a time' culture aarising from the new eng's. its ****ing embarrassing.
so you would have a 95% 1st time completion rate if you worked for bg agile? remember we cant just pick and choose what sort of appliances let alone the manufaturer we go out to repair.
the reason i mentioned trying to fix every fault 1st time is that some jobs as you will know can be time consuming and wen ya know ya got another 4 or 5 to do it can be a bit off putting wen ya could just put the job back in with more time added for the next day.
and who's told ya bg use mainly contractors for installs? was it the customer who said they'd had 35 visits to sort out a repair?
the reason i mentioned trying to fix every fault 1st time is that some jobs as you will know can be time consuming and wen ya know ya got another 4 or 5 to do it can be a bit off putting wen ya could just put the job back in with more time added for the next day.
and who's told ya bg use mainly contractors for installs? was it the customer who said they'd had 35 visits to sort out a repair?
so you would have a 95% 1st time completion rate if you worked for bg agile? remember we cant just pick and choose what sort of appliances let alone the manufaturer we go out to repair.
the reason i mentioned trying to fix every fault 1st time is that some jobs as you will know can be time consuming and wen ya know ya got another 4 or 5 to do it can be a bit off putting wen ya could just put the job back in with more time added for the next day.
and who's told ya bg use mainly contractors for installs? was it the customer who said they'd had 35 visits to sort out a repair?
I operate differently from BG as with our charging method its not cost effective if I have to go back! I take with me what I expect to need based on questioning the user on the symptoms and the boiler model.
Obviously the BG method of recording efficiency is based on the number of visits rather than the number of faults fixed so its better for the engineer to fix the second fault on another day. Thats not efficient for BG though.
Almost all the installs I come across or hear about have been contractors. It was the TSM who told me they had made 35 visits without finding the underlying fault. He was very pleased when I was able to help him solve the problem.
Tony
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