Service failures show up in the field, but most of them start long before a technician arrives. A repeat visit, a missed SLA, or an escalated customer is usually the last link in a chain that broke earlier: work that was never clearly scoped, success that was never agreed on, the wrong people assigned, or technicians sent out unprepared.

In this interactive workshop, attendees will work through five fundamentals that have to be right on every program, trace a real service failure back to where it started, and score their own organizations against each one.

• Scoping and Expectations: defining the work and agreeing on what success looks like before the first dispatch
• Staffing and Training: letting the scope determine who goes, what credentials they carry, and how they're prepared
• Execution as a closed loop: using completion data and field feedback to sharpen the next scope
• A five-point self-assessment and failure trace worksheet attendees can take back to their own teams