Monday morning quarterbacks have the advantage of being able to view video and think about things, rather than having to make a split-second decision in the moment. Does your maintenance department enjoy that same advantage?
Periodically record a video of a repair, preferably one that is costly or performed frequently. Before doing that, design a process for how to “process” the viewing of the video to identify real problems. One point of the video is to help the individual technician improve his performance, but a much bigger point is to improve the environment in which that performance takes place.
You might notice that Bob uses an adjustable wrench but slips because the jaws face the wrong direction. Nobody noticed before, but now Bob knows how to use that tool better. In the same video, Bob pauses at the fifth step in the procedure. Speaking to the camera, Bob reads the step. Bob must stop and think about what is really meant. He comes to the correct decision, but notes how another interpretation could be made and what would happen in that case.
The video shows Bob getting a spare part that isn't serviceable, because of storage errors. He spends several minutes finding a good spare part.
