Which two approaches should a Consultant recommend to accurately track these visits?

CORRECT TEXT

Universal Containers has discovered that many of its Technicians’ initial visits require a return visit to complete the work.

Which two approaches should a Consultant recommend to accurately track these visits? Choose TWO answers

A. Create a new Work Order and Service Appointment.

B. Reschedule the Work Order for the new date.

C. Reschedule the Service Appointment for the new date.

D. Create a new Service Appointment on the original Work Order.

View Answer

Answer: A, D

Explanation:

A. Create a new Work Order and Service Appointment.

Explanation: Creating a new Work Order and Service Appointment can help in tracking the return visits separately. It gives visibility into how often technicians are needing to return, which can be used for analytics and improvements later on.

D. Create a new Service Appointment on the original Work Order.

Explanation: By creating a new Service Appointment on the existing Work Order, it provides a linkage between the original job and the return visit, showing that the initial task wasn’t completed in one go.

Incorrect Answers:

B. Reschedule the Work Order for the new date.

This would not accurately represent a return visit. It would appear as if the original work order was simply delayed, rather than a new visit being required.

C. Reschedule the Service Appointment for the new date.

Similar to B, this would only give the appearance of a delayed original appointment, rather than a return visit.

For accurately tracking and analyzing the return visits, you’d want to have them distinguished as separate service appointments. This way, metrics like "first-time fix rate" can be properly gauged.