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.
Rick, Gavin; Englerth, Scott; Carter, Marc; and Horn, Hayley
"Analysis of First-Time Completion in the Field Service Environment,"
SMU Data Science Review: Vol. 6:
2, Article 19.
Available at: https://scholar.smu.edu/datasciencereview/vol6/iss2/19
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