Start a comeback log
Comebacks, known as the scarlet letter of
service departments, can actually be an incredibly
But they’re unlikely to drive improvement unless they’re meticulously monitored, both generally and specifically. In other words, a log should be used to track how many comebacks occur on a daily, weekly and monthly basis, and the reason for the comeback needs to be noted as well. A separate form should be used to fill in the details of the comeback.
At Yamaha Marine University’s Competitive Advantage Symposium 2007, instructors taught attendees that comeback forms should include information regarding the original work order, including which tech performed the work and what service was requested. The forms should also review the problem and its root cause – whether incorrect information on the original work order or a part failure. Finally, the forms should allow for suggestions on preventing comebacks from happening in the future and potential process changes.
Comstock Yacht Sales (Ranked 67) takes comeback tracking to a more personal level by using a comeback pot. In 2007, the Brick, N.J.-based dealership created a comeback board. There, the service department began listing repair orders that weren’t fixed right the first time.
Management gave the department a monetary amount for the year (the inaugural figure was $25,000) and deducted for each comeback. At the end of the year, the remaining money was divided equally among the service employees.