Run PDCA on First-Call Response Time

Weekend first-call callbacks exceeded the funeral home's 10-minute target on four calls, with families waiting 18 to 31 minutes. PDCA: plan a small change, do the test, check results, and act by standardizing, adjusting, or cycling again. The common trap is buying a big solution before learning whether the delay came from phone routing, director availability, unclear escalation, or removal-team handoff. Plan Define the test: for one weekend, answering service texts the callback captain at minute 0 and escalates to the backup director at minute 7 if no callback is logged. The plan states one change, a time window, owners,…

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