By looking at when installers arrive at their first job each day, a manager can make decisions on how to
ensure that the field force is on the road and working as soon as possible each day. Seeing that in many
cases, the time of arrival at the first job is up to one and a half hours after the start of the shift caused one
MSO to analyze a couple of things:
1. The customer premises equipment (CPE) issuance process: Many techs spent an inordinate amount of
time standing in line to turn in or receive CPE for each day's work. By creating and using a locker system,
or other efficiencies, this backlog can be eliminated.
2. The morning meeting: It is generally desirable to meet with the workforce each morning for a daily
briefing, but these meetings can sometimes take on a life of their own. By limiting meetings to once or
twice a week, techs can be expected to be on the road sooner.
Supervisors should not be put in the position of having to look all around the office to make sure techs are
on their way to the first job. Rather, by requiring techs to report to dispatch that they are en route, dispatch
can report a tech who is not on the road when expected, allowing the supervisor to use data to coach the
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