Turn repeat complaints into a process fix
Run a small PDCA cycle on a recurring customer or route problem.
The move: stop treating repeat complaints as isolated incidents. Plan Define the exact problem, the small change, and the measure. "Improve communication" is too broad. "Send arrival windows only after prior job closeout" is testable. Do Try the change on one route, one crew, or one job type. Small tests keep the risk low and make learning fast. Check Look at what happened. Did customer callbacks drop? Did crews wait more? Did the office receive fewer "where are they" calls? Data can be simple, but it must be observed. Act If the test worked, standardize it. If it partly worked,…
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