Calculate First-Time-Fix Yield
Calculate first-time-fix yield and use PDCA to select a focused HVAC service improvement.
A high-volume HVAC service month looks successful until callbacks expose hidden quality cost. First-time-fix yield inside PDCA Counting completed calls without subtracting callbacks rewards volume while hiding rework. Plan Define first-time-fix as a completed service call with no callback for the same symptom within 14 days. A yield metric needs a clear defect window. Without the definition, teams debate the count instead of improving the process. Measure 312 completed calls minus 39 callbacks = 273 first-time fixes. Yield = 273 / 312 = 87.5 percent. This shows how often the service process works the first time. It also converts callback…
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