One of the things managers study when they want to understand a repairs service is how often their repairmen are able to complete repairs the first time they visit a property.

In housing repairs it is not unusual to find the answer is less than 40% of the time. When housing repairs is designed on systems principles, this shoots up to around 95% or better. And that’s what drives costs out of the system.

While that is the result, it is the process for getting there that provides the means. To manage value in any repairs service you need to know the predictability of value demands, which enables you to provide the expertise required amongst tradesmen; and you need to measure achievement of purpose (true first-time resolution) and design management roles to take action on the predictable causes of failure to resolve first time.