In autumn 2002, the leaders of technological processes on Rogers Cable discovered that much of Rogers Cable installations and maintenance activities was followed by follow-up visits over the next 30 days. This means that the services were not completed properly the first time. If a large number of repeat and rework problems continue, customers will easily take their business elsewhere in the highly competitive environment. Eliminating repeat visits is the focus and driving force behind the right time first initiative designed to satisfy customers with the first attempt. Managers must develop an action plan that will motivate and retain the behavior change of field service technicians.
This is part of a set of cases Ivey and technical notes written for the introductory-level courses. "Hide
by Elizabeth M. Grasby, Martens Jordan Source: Richard Ivey School of Business Foundation 8 pages. Publication Date: April 27, 2007. Prod. #: 907C17-PDF-ENG
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