Use a gemba walk to validate what actually slows field service work before changing the process.
Do not redesign field work from the office alone. Watch the work where it happens. Observe the actual path Follow the job from intake, triage, dispatch, travel, access, diagnosis, repair, customer explanation, and closeout. The waste often sits between system steps. Ask for workarounds A workaround is a signal that the formal process does not fit reality. Ask what the technician has to do outside the system to complete the work. Separate constraint from preference A technician disliking a form is different from a form failing in a no-signal basement. Gemba helps you see the constraint clearly enough to fix…
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