The capability chart below illustrates how long, from a tenant’s point of view,
it took a housing association to make repairs.
The data was taken from an Access database and imported into CapChart. To reflect
the elapsed time from the customer’s point of view, an Access database was used
to link together different works orders that the housing association counted as
separate jobs that were, in fact, the same piece of work from the customer’s perspective.
For example, if a tree has fallen down in a storm through your kitchen window, the
clock does not stop until the damaged sink has been replaced and plumbed in, the
tiles have been replaced, the walls painted, and the window re-glazed. This is one
job, from the customer’s point of view, not five.
Once the jobs had been linked to reflect the customer’s view of the work, Access
was used to calculate a daily average end-to-end time, over time. The data was imported
into CapChart, and the capability chart was generated.
For more information about taking a systems view of a ‘break-fix’ system (such as
housing repairs), see Chapter 5, The ‘break-fix’ archetype, in
Freedom from Command and Control.
