Recall when to repair, investigate, and prevent repeat flooring callbacks.
What are the two jobs of a callback? Make the customer whole and decide whether the system needs to change. When is repair alone probably enough? The cause is isolated, explained by evidence, and unlikely to recur under the same process. Repair ticket vs root-cause ticket Repair ticket: fixes the customer-visible defect. Root-cause ticket: changes the process that allowed the defect. Use both when the callback repeats or cost is high. Repair closes this job; root cause protects the next one. We already fixed it, so why spend more time on it? Say this Because the repair closed this job,…
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