SMU Data Science Review


First-time completion is an important measure of service quality and efficiency in the field service industry. Customers call upon field service providers to repair their equipment in a timely manner so it can be put back into service for their business demands. Responsiveness can be measured through first-time completion and is defined as completing the repair on the first visit of a service call. This research is exploring the first-time completion in the forklift service industry. This research found the primary factors that impact first-time completion percentage in this industry include parts on hand, parts backorder process, technician experience, and anticipating service demands.

Creative Commons License

Creative Commons Attribution-Noncommercial 4.0 License
This work is licensed under a Creative Commons Attribution-Noncommercial 4.0 License