Reduction of complaints from 14% to 3%
We implemented a quality control system after installation and trained 4 service technicians. The client saved on unnecessary service trips.
The Zielona Moc company from Radom installed heat pumps and panels but was drowning in reworks. Every seventh installation required the team to return, which ate up the margin and annoyed customers. Polish Wings of Development fixed this process in 14 weeks.
The challenge
The team from Radom had 11 installers and a lot of orders, but lacked specific procedures. They recorded an average of 14% complaints every month. Most errors were trifles: poorly crimped connectors, inverter configuration errors or a missing gasket. Each such service trip cost the company about 435 PLN for fuel and two people's working time. Monthly, they lost over 5,800 PLN in pure profit on this, not to mention ruining their reputation in the region.
Our approach
We sent our specialist, Marek, to Radom. For 9 business days, Marek went with the teams on installations as a silent observer. He didn't judge, he just noted where time was escaping and where errors were occurring. Then we chose 4 team leaders for intensive, 2-day technical workshops. Instead of boring lectures, we did tests on live equipment and simulated the most common failures.
The solution
We introduced a simple system: a paper '17 control points' checklist. Every installer must sign it and take 6 photos of key elements before leaving the client. Photos are uploaded immediately to a shared drive. In addition, we equipped the teams with 3 modern electrical meters, because the old devices often gave false results during the first startup of the system.
Results
After implementing the new rules, the number of reports fell drastically. Installers work 15 minutes slower, but they do it right the first time. The client stopped wasting money on fuel for service vans, and the office finally has peace from complaint calls.
Timeline
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January 2024Audit of 12 recent installations and analysis of the most common causes of failure.
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February 2024Technical training for 4 leaders and purchase of new meters.
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March 2024Testing the '17 points' checklist on 8 selected installations.
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April 2024Full implementation of the system and analysis of financial results.
"I was afraid that the extra papers would only slow the boys down. It turned out that now they act with more confidence, and I don't have to send a service van for a poorly tightened screw every other day."