Chapter 04
Team view: Same system, three jobs, on an ordinary Monday.
The coordinator arrives to one short exception list. The system captured the routine overnight requests and routed the unusual jobs, the capacity conflicts and the safety signals.
Illustrative
An example firm built from firms like yours, for demonstration only. Not a client. We model the inputs and the queue examples, then derive every total from the assumptions shown. A real audit measures each workflow in your operation.
- Profile
- Multi-van repair and maintenance operator
- Revenue
- €4.5M
- People
- 32
- Vans
- 14
What they see
Coordinator
Books the work
Starts with one short exception list instead of working through every routine enquiry. Unusual jobs, access, capacity and warranty decisions arrive with their history.
- 140
- Enquiries received this week
- 18
- Routine enquiry hours carried this week
- 4
- Exception queues
Operations lead
Runs the vans
Sees the week filling, technician and parts constraints, and the knock-on effect before moving a job, then sends one coordinated update.
Owner
Watches the phone
Enquiries received, acknowledged, quoted and booked, with exceptions by channel. Routine out-of-hours requests no longer default to the owner; emergencies follow the agreed escalation.
What still needs a person
The system does not decide these. It gathers everything the decision needs, then waits.
-
No slot inside the promise
needs you todayFour jobs want a date the schedule cannot honour. The coordinator decides whether to authorise overtime, offer the next honest slot or use an approved subcontractor.
4 jobs
-
Quoted, no answer, worth a call
needs you todayHigher-value quotes that have gone quiet after two messages. They may justify a personal call, so the list shows value, age and last contact.
Open quote value · €6,200
-
Access not confirmed
needs you todayTwo jobs tomorrow with no confirmed way in. Better found tonight than at eight in the morning.
2 jobs
-
Warranty claim to judge
this weekThe system gathers terms, prior work and evidence for a return visit. A person decides whether the warranty covers it, or whether we do it as goodwill, by the response date.
1 claim
This does not remove anyone
The hours the system could take on are the retyping, the chasing and the looking-up. Your team keeps the part of the job that needed a person: the judgment, the exceptions and the customers. If a build would take somebody's job instead of the dull half of it, we say so before it starts.