Genesis Service Repair Process: Be Faster by Being Smarter

2017-04-26T21:52:10+00:00March 25th, 2017|Blog|

Genesis Elevator Company is a technology company.  In our day to day work, it’s easy to think that we are an elevator company, but we are so much more than that.  To understand what I mean, we must understand the word technology:

TECHNOLOGY
tekˈnäləjē/
noun
the application of scientific knowledge for practical purposes, especially in industry.
• machinery and equipment developed from the application of scientific knowledge.
• the branch of knowledge dealing with engineering or applied sciences.

Viewed through this lens, we realize elevators are the culmination of many scientific and engineering feats.  The elevator brake, invented by Elisha Otis in 1854, started a vertical revolution that changed the way that we organize our cities and the world.  From there we’ve had numerous improvements to the elevators that we build and service everyday.  This process of advancement continues at Genesis Elevator today as we implement new technology solutions to how we service our maintenance customers.  This past year, we implemented Smart Service, a technology that helps us organize and streamline our repair process.   Our repair process used to take 27 steps, and on average, 5 days to get a broken elevator back up and running.  Now, we only need 10 steps and 1 day to get our customers elevators repaired and running.  Customers like fast and we are going to give it to them.  That process requires a team to accomplish our goal consistently, a team we now have in place that can execute FAST, COMMUNICATE with our customers, BE RELIABLE, and do it SAFELY.

Our goal is to provide world class service, which means we must execute with the following characteristics:

BE FAST
CONSTANT COMMUNICATION
RELIABILITY
SAFETY

We are not there yet, but we are getting there.  Thank you to all the people who are making this happen everyday. Your effort and dedication is truly appreciated.

Mike Collins: Dispatch, Schedule
Steven Kile: Diagnosis, Repair
James Kastelic: Diagnosis, Repair
Jaimie Poisson: Diagnosis, Repair
Pierpaulo Cecot: Diagnosis, Repair
Jonathon Murray: Home Diagnosis, Repair
Matt Geers: Time and Material, Parts Ordering
Kelly Parker: Authorization, Follow Up
AJ Juhan: Arrival Confirmation