The operator emails the ticket the designated depot

PREPARED FOR SCM 870. OTHER USE IS NOT PERMITTED WITHOUT PERMISSION

MICHIGAN STATE UNIVERSITY FROM THE AUTHOR.

The process for emergency repairs and non-emergency repairs/improvements are generally the same. The client calls American Heat & Air’s 800-number and reports an issue. An electronic service ticket is created.

The 800-operators are relatively good at asking the client questions to understand the situation and provide the technician with some advanced information that could be used to ensure the truck has the “likely” parts it will need. Specifically, the 800-operators ensure they document the HVAC system brand and model/year information. The 800-operators provide the client with an estimated response time. This is based on what they perceive the repair will entail as well as knowing the distance the client is from the depot. In many cases,

Repair trucks should carry the suggested minimum inventory and technicians are supposed to rotate
inventory. Once per year, there is a mandatory physical inventory count that technicians are required to perform on their trucks and excess inventory is often “returned” after that physical count. Some technicians are known for being inventory hoarders and a lot of inventory is “missing” and needs to be reconciled after these counts.

At the clients’ locations, technicians will keep a physical log of the parts used with respect to repair tickets. The log will also track the amount of time that the job took. If the technician does not have all the parts needed, an open repair ticket will be created (of a different color), and the technician will provide the client with an
estimate of when the repair will be completed. If the technician is able to finish the repair, the client will sign the ticket.

With respect to maintenance visits, technicians also keep a physical log of the parts used and the amount of time spent.

The process for stockouts is very similar to the open repair tickets. Given that technicians estimate the supplies that they will need on the next maintenance visit, if those supplies are not available it causes significant frustration for the technicians. Currently, the inventory clerks at the depot see the technicians’ estimates, but the inventory clerks do not have the ability to order inventory until physical counts illustrate levels below the minimum quantities.