Title: Close Ticket & Ensure Satisfaction Dept: Community Maintenance
Results: Make Residents Happy
Participating Positions: Property Magager(PM), Maintenance Manager (MM), Maintenance Technician (MT)
Accountable To:) PM
Steps;
System Quantification: We want all maintenance tickets closed within 48 of being opened and all to-do’s closed by their assigned due date.
System Standards: We want to be sure that all items were completed fully before closing so that our residents have positive feedback on their maintenance experience. We want them to be pleasantly surprised.
Participating Positions: Property Magager(PM), Maintenance Manager (MM), Maintenance Technician (MT)
Accountable To:) PM
Steps;
- (MT) Deliver: Give the completed ticket to the MM
- (MM) Update RM: If a return visit is needed, the task should be changed to a “work in progress” with a due date assigned. Any items needed for the return visit should be arranged for. If the task was completed, the resolution should be noted in RM and the ticket closed.
- (PM) Ensure satisfaction: When the ticket is closed, an email and a survey is automatically sent out to the resident to let them know. The PM will review the surveys and receive any responses to the emails we sent out. If the resident indicates it was not successfully fixed, we need to dispatch someone right away.
System Quantification: We want all maintenance tickets closed within 48 of being opened and all to-do’s closed by their assigned due date.
System Standards: We want to be sure that all items were completed fully before closing so that our residents have positive feedback on their maintenance experience. We want them to be pleasantly surprised.
