Use a Pareto chart approach to choose a callback improvement focus.
You have 31 callbacks and need to choose one quality improvement focus for the next month. Pareto chart: rank categories by frequency or cost, then focus on the vital few. The common trap is launching a general 'do better work' message. That creates awareness but no targeted countermeasure. Step 1 Group callbacks by category: water heater 14, drains 6, fixture leaks 5, customer education 4, other 2. Use categories that can lead to different countermeasures. Step 2 Rank largest to smallest: water heater is 14 of 31, or 45%. The top category is large enough to deserve focused attention. Step…
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