Worked Example: Error Analysis of 120 Job Tickets

On a Monday evening, a customer wrote: "There is a slight smell of gas near the furnace in the basement. Not urgent, but could someone look at it this week? Thursday works best for us." The job ticket assistant marked the request as scheduled, and the scheduling feature booked a visit for Thursday.

A dispatcher saw the ticket on Tuesday morning while checking the day's board. The dispatcher called the customer, told them to leave the house and call the gas company, and sent a technician that morning. Nobody was hurt.

The team could have fixed this one request and moved on