• Appoint all appointable work
• Keep every appointment
• Stay and deliver a first time fix, even if the repair takes longer than expected
• Still keep the next appointment
• Maximise percentage of first time fix, i.e. avoid pre-inspections
• Ensure best value - demonstrate high levels of productivity
• Ensure all business processes are designed around the customer
• Ensure all processes are efficient, eliminate non value-added activities

In a fully appointed environment, common sense tells us that it is simply not possible to give an individual operative a perfect day's work that will both allow all appointments to be kept - even when some overrun and same day emergencies occur, and also ensure that the operative is kept busy all day.

The best repair organisations have learnt that producing the perfect plan for each day - whilst impossible anyway - is not as important as the way the service reacts to the emerging reality of the day as it unfolds. Changing working practices and culture to become truly flexible means every customer can be treated personally, whatever the most appropriate course of action is can be adopted, because other commitments can be reallocated and rescheduled.

Dynamic scheduling underpins this new culture and makes flexible mobile working a reality. Organistions that have fully embraced these changes are experiencing levels of customer satisfaction beyond anything that had been envisaged and levels of productivity that they didn't even realise could be possible.