This is a presentation developed to introduce a continuous improvement cycle to technical operations management and supervisors. It includes an introduction to the PDCA cycle, gives an example of a CTQ tree for service technicians

1. How do we get
results?

2. First, we ask some questions
• What is different from the way it should be?
• How do you know?
• What are the steps to address it?
• How will you check to see if it is getting
better?

3. Is there a method to help
us answer these
questions?
Yes. It is known as the
“Continuous
Improvement Cycle”

4. Continuous
Improvement
Cycle SUSTAINED
RESULTS:
Specific,
Purposeful,
Focused
Actions
Everything that we do to improve should be specific, purposeful,
focused actions to get sustained improvement.
To make an improvement, without being able to point to exactly
what you did to make that improvement, is to risk that the
improvement you made will not be sustained.

5. Continuous
Improvement
PLAN: Is there any situation where an
Cycle •Determine what is expected level of performance is not
“different from the way it being achieved?
should be.”
•Assess opportunities for Is there a difference between a
improvement standard and the observed
•Decide on a specific set performance?
of actions to address SUSTAINED
issues and RESULTS:
opportunities.
Specific,
Purposeful,
Focused
Actions

6. Continuous
Improvement
Cycle DO:
•Execute the plan you
developed in the first step*.
•Plan a way to determine
how to make sure that the
action steps in the “Do” step
will take place.
SUSTAINED
RESULTS:
Specific,
Purposeful,
Focused
Actions
* This is a good application for SMART
goals.

7. Continuous
Improvement
Cycle
SUSTAINED
RESULTS:
Specific,
Purposeful, CHECK
Focused
Actions •Were the action steps in
the Plan stage taken?
•Were the actions taken
effective?

8. Continuous
Improvement
Cycle
SUSTAINED
RESULTS:
Specific,
Purposeful,
ADJUST
Focused
•Determine any Actions
adjustments needed to the
action plan to get desired
improvements
•Determine steps to
monitor and sustain
improvements seen.

9. Continuous
Improvement
Cycle NOTE: The “classic” PDCA cycle has
this step as “ACT.” However, my
experience is by using the word
“ADJUST” in its place conveys the
idea more clearly for those not versed
in the language of continuous
SUSTAINED
RESULTS:
improvement.
Specific,
Purposeful,
ADJUST
Focused
•Determine any Actions
adjustments needed to the
action plan to get desired
improvements
•Determine steps to
monitor and sustain
improvements seen.

10. Continuous
Improvement
PLAN:
Cycle •Determine what is DO:
•Execute the plan you
“different from the way it
should be.” developed in the first step.
•Assess opportunities for •Plan a way to determine
improvement how to make sure that the
action steps in the “Do” step
•Decide on a specific set will take place.
of actions to address SUSTAINED
issues and RESULTS:
opportunities.
Specific,
Purposeful, CHECK
ADJUST
Focused
•Determine any Actions •Were the action steps in
adjustments needed to the the Plan stage taken?
action plan to get desired •Were the actions taken
improvements effective?
•Determine steps to
monitor and sustain
improvements seen.

11. Continuous
Improvement
Cycle
Go back RESULTS: it again!
and do
Specific,
This is Purposeful,
Continuous
aFocused
Improvement Cycle!
Actions

12. How do we get
results?
The following example was used to
convey the key characteristics that
are desired from a Cable/Internet
service technician.

13. Service Tech, Critical to Quality
RESULTS PROCESS
These are the desired outcomes.
However, focusing only on the results
does not lead to lasting change or
sustained success. Taking care of the
Rework
processes that go into getting these results
Productivity
is the most efficient way to achieve them.
On Time Arrival
Customer Satisfaction
Focusing on results can sometimes bring
about rapid improvements, but these
improvements are rarely lasting, especially
when the focus moves on to other things.

14. Service Tech; Critical to Quality
RESULTS PROCESS
Many of the things that go into a
successful resolution of a customer’s
problem result from following
standard procedures. The Whole
House Process is one of these
procedures.
If a tech is not committed to
Rework following the standards set forth for
Productivity
Adherence successful resolutions, then working
On Time Arrival
to
Standards
on the other process components
Customer will not end up with the desired
Satisfaction
results.
We must first address the “will do”
the job, before we can successfully
address the “can do” the job.

15. When we focus on the “Process” instead of
the results, then we can start making
sustained changes.
One of the most important of these is the
importance of focusing on the customer
experience:
1. Did we solve their problem completely?
2. Did we look at their entire house and all
products to make sure that other
problems won’t be likely to occur?
3. Did we spend the time to give the
customer the knowledge and
understanding to be able to use their
services to its full potential?
4. Did we treat them with courtesy and
respect?
5. Did they have an overall excellent
experience?

16. Service Tech; Critical to Quality
RESULTS PROCESS
There are two components to Technical Ability: Does the tech live up to the
knowledge that they have?
1. The knowledge of the products and diagnostic tools.
2. The ability to effectively troubleshoot. Understand what you are seeing
Troubleshooting
Know what to do about it
Technical
Video
Ability
Broadband
A technician also must be
Phone
able to understand when
Rework something is “not the way it
Productivity
should be,” and be able to
Adherence know what steps must be
to
On Time Arrival
Standards taken to correct the issue.
Customer
Satisfaction
A technician must be technically competent to understand each
product and service, and the “boxes” used for each product.
He/She also needs to be competent in understanding how the
incoming signals are affected by the plant, the drop, and any
ingress/egress issues.
Additionally, he/she must be able to understand and use all
diagnostic equipment effectively.

17. Service Tech; Critical to Quality
RESULTS PROCESS
Another key component is having a process focus. This is closely related to “Adherence
to Standards.” The process focus we have chosen is the “Whole House Process.” This is
the standard that we expect all technicians to follow.
A systematic approach is critical to not only solving the current issue, but in finding
potential problems that may cause other customer issues.
The Whole House Process must be done in it’s entirety. To only do some of the steps is
to Not do the Whole House Process.
Rework
Productivity Whole House Process
Adherence
Process
to Truck
On Time Arrival Focus
Standards
Customer Organization Tool Bag
Satisfaction
Approach
With an organized truck, tool bag, and
approach, the tech is able to be more
efficient in solving the problem,
minimizing time spent running back and
forth to the truck, and looking for tools
and equipment.

18. A positive attitude helps build teamwork. Being willing
to work together, blending the knowledge and
experience of your co-workers, supervisors, trainers, and
technical experts will result in much better outcomes
than a tech who relies on his or her knowledge and
experience alone. Asking questions, seeking help, and
offering the benefit of your expertise makes for a much
better overall team, and provides the customer with a
superior experience.

19. Working on your interpersonal skills and professional
image gives the customer confidence that you are the
expert and will solve their problem.
Taking the time to help the customer fully understand
his services and equipment makes for a better
experience for him/her, and may prevent the need for
the customer to have to call us to solve problems that he
or she may be able to take care of on their own.

20. Service Tech; Critical to Quality
RESULTS PROCESS
Honesty and Integrity
Customer
Experience
“Fix the Customer”
Understand what you are seeing
Troubleshooting
Know what to do about it
Technical
Video
Ability
Broadband
Phone
Rework
Productivity Whole House Process
Adherence
Process
to Truck
On Time Arrival Focus
Standards
Customer Organization Tool Bag
Satisfaction
Approach
Customer
Attitude Supv/Mgmt
Co-Workers
Interpersonal Customer Education
Skills
Professional Image
As you are assessing your tech, then think of what areas here may need to be improved
with your tech. Focus your SMART goals on the process/behaviors, not on the end result.
It may take a little creativity on your part to come up with specific, measurable goals for
some of these components. Use your peers, your TOM, Jerry Pile, Rich Skiff, or Ron Clarke
if you are struggling to come up with ideas.

21. Service Tech; Critical to Quality
RESULTS PROCESS
Even though one of the Customer
Honesty and Integrity
components of SMART goals is Experience
“Fix the Customer”
for it to be “measureable,”
the measure should not reflect Troubleshooting
Understand what you are seeing
the end result, but be focused Know what to do about it
on one of the components at
Technical
the right. Ability
Video
Broadband
Phone
Rework
Productivity Whole House Process
Adherence
Process
to Truck
On Time Arrival Focus
Standards
Customer Organization Tool Bag
Satisfaction
Approach
Customer
Attitude Supv/Mgmt
Co-Workers
Interpersonal Customer Education
Skills
Professional Image