Dispatch Operations

Run dispatch with a predictable rhythm so technicians and customers always know what comes next.

Morning Stand-Up#

1. Review unassigned orders; tag genuine emergencies as Urgent.
2. Check PTO and training; adjust assignments accordingly.
3. Confirm outstanding approvals and follow up on stale items.

Assignment Principles#

• Always add a note when assigning work—context saves time.
• Use a single primary assignee; mention supporting techs in notes.
• Batch nearby visits to reduce travel time; update ETAs.

Monitoring and Escalation#

• Orders in the same status for 3+ days should be escalated.
• Keep Awaiting Parts items moving by updating supplier ETAs.
• Review Order Aging weekly and rebalance the backlog.

Communication Standards#

• Use short, friendly notes; avoid jargon. Mark public when intended for customers.
• Summarise decisions and attach proof (photos, quotes, RMAs) to the timeline.
• If plans change, update the status and leave a timestamped note.

End-of-Day Checks#

1. Confirm labour and parts are logged for each active order.
2. Set next steps for in-progress work and update ETAs.
3. Move completed work to Ready for Return or Completed.