Don’t Let the Door Hit You

Resicom received a standard emergency work order to re-secure a door to the hinges for a retailer stock room.  However, when the technician arrived onsite, the door not only had broken hinges, it was cracked down the middle.  The entire door would need to be replaced and painted.  However, the client did not possess the original specifications for the wood nor paint.   

Scope

The scope of work needed to execute the project includes:

1. Dispatch a Resicom technician to secure the stockroom door to it’s hinges.
2. Repairs needed to be completed as quickly as possible as the door is the only barrier between customers and the stock room.
3. Before and after photos must be submitted to the client by the deadline. 

Challenges

The constraints of the project include:

1. The nature of a an emergency work order dictates that technicians must arrive at the store with all necessary tools and repair items within 24 hours.  
2. When the technician arrives onsite and examines the problem, it is discovered that the door is not just off its hinges, but is also cracked down the middle.
3. The job evolves from a simple rehang to a complete overhaul repair of the door.
4. Client does not have any spec for wood and/or paint color of the door.

Solution

The Resicom technician needed to rely upon his expertise and training to evaluate the situation and then adjust the scope of execution.  Meeting the clients needs, to repair the door regardless of the physical problem, required Resicom’s ability to improvise and react quickly to unforeseen challenges.  

Our solution to this project included:

1. Technician gathers necessary information including measurements and door chip to match paint.  
2. Technician provides a temporary repair until replacement door is ready for install, and re-hinges cracked door so stock room is blocked from customers.   
3. Client is notified that the door needs to be replaced and submits quote for door fabrication and installation.  
4. Technician takes chip of door to a local hardware and paint store to match.
5. Replacement door is cut to size and painted to match original.
6. Door is transported to the store completely intact ready for hardware install.
7. Technician arrives at the retail location before they open in the morning, re-uses the same hinges and hardware and installs new door.
8. Old, broken door is removed and disposed off-site. 
9. Before and after photos are taken and sent to the client for approval.

Summary

In a perfect world, emergency work orders proceed smoothly and everything goes according to plan.  However, in facility maintenance there are often unexpected hiccups.  Service providers must be able to react quickly, and effectively revise a project scope to overcome unforeseen obstacles.   Resicom’s operations team drew upon their expertise and experience to assess the new situation.  Our client did not have to concern themselves that the work order would not be successfully executed simply because the specifications needed to be adjusted.  Resicom helps return normalcy to our clients by providing a level of confidence that challenges are being managed smartly.