I've been exposed recently to some property management groups that use a decision tree in their maintenance departments as a tool for considering possible responses when a service problem is called in by the resident. The "tree" starts with the initial problem and then branches off with a possible solution that can be tried or a test that can be run on each "branch". Each branch leads you to the next logical step in restoring the service. At the "root" level, after working through the tree, the tech has either solved the problem by identifying the cause of the service problem or has come to the conclusion that equipment replacement is the best option. The thinking behind the tool is that when options are considered in advance, the urgency of making a decision when an unhappy renter is involved will be reduced. When that pressure is removed because solutions have been ranked from lowest to highest cost and considered in advance, the likelihood that a more expensive solution will immediately be chosen is reduced.
Question for the group: Do you use this kind of tool and would you be willing to give me your opinion of it or share an example? For those able to share, you can email me at This email address is being protected from spambots. You need JavaScript enabled to view it.. Thanks!