To assess past completed jobs to identify challenges, successful actions and develop new and improved business practices

business service analysis - Postmortem

detailed review conducted after a significant business service disruption or event, where the goal is to meticulously examine what went wrong, identify the root causes, and develop actionable steps to prevent similar issues from occurring in the future

business service analysis - Framework creation

Creating a business service analysis framework involves establishing a structured approach to evaluating and improving services within an organization

Business Service Analysis - Postmortem

Phase 1: Define Metrics and Collect Data

• Objective: Establish relevant metrics and gather data to identify the most impactful insights.
• Actions:
• Decide on key performance indicators (KPIs) such as service call completion rates, response times, customer satisfaction scores, and technician efficiency.
• Collect historical data on service calls, travel times, and resource allocation.
• Analyze trends to determine areas of success and opportunities for improvement.
• Outcome: A clear data-driven foundation for identifying high-impact discoveries.

Phase 2: Field Technician Interviews

• Objective: Gather frontline insights to understand real-world challenges and their impact on service levels.
• Actions:
• Conduct structured interviews with field technicians to uncover:
• Pain points in daily operations.
• Tools or techniques that work well or need improvement.
• Communication barriers with stores, customers, or management.
• Suggestions for improving efficiency and service quality.
• Document recurring themes and unique observations.
• Outcome: A deeper understanding of frontline experiences and their influence on overall service performance.

Phase 3: Evaluate Performance

• Objective: Assess what went well, identify milestones, and pinpoint issues affecting service delivery.
• Key Areas of Evaluation:

1. What Went Well:

• Techniques and tools that improved efficiency.
• Effective communication strategies.
• Travel optimization and time management.

1. Milestones:

• Highest months of service activity.
• Most concentrated geographic areas of service.
• Average number of service calls completed per week.

1. Importance:

• Efficiency in scheduling and resource allocation.
• Communication with stores and customers.

1. Issues:

• Common challenges faced by technicians.
• Bottlenecks in service delivery.
• Customer complaints or recurring service failures.
• Outcome: A comprehensive evaluation of successes, milestones, and areas needing improvement.

Phase 4: Identify Key Areas of Development

• Objective: Propose actionable solutions to address issues, improve efficiency, and scale the business.
• Actions:
• List key areas for development, such as:
• Implementing better scheduling tools or software.
• Enhancing communication channels between technicians, stores, and customers.
• Providing additional training or resources for technicians.
• Optimizing travel routes to reduce downtime.
• Recommend next steps for scaling the business, such as:
• Expanding service coverage to new areas.
• Investing in technology to automate scheduling or reporting.
• Developing a customer feedback loop to improve service quality.
• Outcome: A roadmap for addressing current challenges and preparing for future growth.

Phase 5: Conclusion

• Objective: Summarize findings and outline actionable next steps.
• Actions:
• Recap key insights from the analysis, including successes, challenges, and opportunities.
• Highlight the most critical areas for improvement and their potential impact.
• Provide a clear plan for implementing recommendations and scaling the business.
• Emphasize the importance of continuous improvement and regular postmortems to maintain high service levels.
• Outcome: A concise, actionable conclusion that drives decision-making and business growth.

Deliverables

1. Data Analysis Report: Metrics, trends, and insights from Phase 1.
2. Field Technician Interview Summary: Key findings from Phase 2.
3. Performance Evaluation Report: Successes, milestones, and issues from Phase 3.
4. Development Plan: Actionable recommendations from Phase 4.
5. Final Postmortem Report: A comprehensive summary of all phases, including the conclusion.