HMC Workbook

Introduction to Pull Technician Impacts, think of our work orders as the lovable aliens from Toy Story and our Technicians as the iconic claw machine. Much like the aliens eagerly awaiting rescue by the almighty claw, work orders populate our system, each one representing a maintenance task in need of attention. Our Technicians, embodying the role of the claw, skillfully reach into the mix, pulling work orders with purpose based on zone designations. The comparison captures the sense of anticipation and order as our Technicians navigate through the array of tasks, ensuring each work order is efficiently addressed and rescued from the queue, just as the claw delivers the aliens to their new destination. Maintenance Management impacts our pursuit of operational excellence, a comprehensive examination during our value stream analysis of our work order management revealed a significant drain on management resources due to the intricate nature of assignment and scheduling work orders every day. The placement of Technicians and vendors at precise locations and times to meet response and completion time standards demanded immense time and attention from our maintenance management teams across HMC. The amount of time it took to schedule work orders, in turn, limited our ability to mentor, strategically plan and forward think, and enhance resident satisfaction. Recognizing the need for a transformative approach, we are thrilled to introduce the “pull” concept. With this, Technicians take ownership of their designated zones, scheduling their day utilizing the first in, first out method. This strategic shift empowers our Technicians and fosters an environment conducive to proactive thinking rather than reactive firefighting. We welcome you to a new era of efficiency and strategic planning in work order management!

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