The technician’s day
The technician’s day is a routine and all technicians are expected to follow it very closely. This routine is simply a continuously looping process of subroutines. After each numbered subroutine, technicians begin at the top of the list again. For example, if you have managed to complete the subroutine "Work P2 Tickets" you go back to the top and work your way through the subroutines in order. See the diagram (TBC).
Don't let the diagram confuse you.
The basic process is this:
- Check the time
Remember that scheduled work always takes precedence over "regular" priority-based service tickets.
- Check email to process
You have two options here. You can have technicians check email every time they loop through, or limit it to a few times per day. For example, if the time is 8 a.m., 10 a.m., 1 p.m., or 3 p.m., then check email. Technicians don’t need to hang out in email all day.
- Check for the highest priority items that you can work on
You cycle through these in the following order:
- P1 tickets
- High-priority activities
- P2 tickets
- Medium-priority activities
- P3 tickets
- Low-priority activities
- P4 tickets
If you’re very busy, it’s unlikely that a technician will clear out all P1, P2, P3, and P4 tickets. If so, then you move onto the next step.
- Other things that need to be done
This includes studying for certification exams, administrative work, or cleaning up the office. Whatever needs to be done.
Since the entire process really amounts to beginning the day, working everything in priority order, and ending the day, it is easy to learn. Remember, one of our mantras is: nothing should ever be lost, dropped, or forgotten. That's why it is critical that everything be in your PSA system. Once it's in the system and every technician is cycling through this process, you will eventually work every ticket and every task.
The warm up
There is a bit of process that takes place before the technician starts the day. Because a service environment is always changing, you can use the "golden hour" of 7a.m. to 8 a.m. to accomplish tasks before the rest of the employees show up for work.