Field notes
Reading field revisit rates without blaming the crew
How to chart repeat visits to the same rooftop so dispatch can fix access and parts issues instead of chasing individuals.
Revisit rates are sensitive. Charted carelessly, they look like a scoreboard against technicians. Charted well, they surface locked rooftops, missing spare kits, and tickets closed before the true fault was found.
Start with site and work-type slices, not person slices. A rooftop in Chai Wan that needs three visits for the same feeder alarm usually points to access hours or incomplete first-visit parts lists. That is a planning problem, not a performance cartoon.
Use a 14-day rolling window so one storm week does not dominate the picture. Pair revisit counts with travel minutes between the first and second visit — long gaps often mean parts waiting, not skill gaps.
Share the chart in the weekly dispatch meeting with a short caption: what changed, which districts moved, and which ticket codes dominate. Leave names out of the public slide unless you are coaching privately.
When revisits drop after a parts-kit change, keep that before-and-after panel for a quarter. It becomes evidence for budget conversations with infrastructure planners who fund kits and access contracts.