Most service companies lose more money to stalled information than parts or labour. When data sits in lists instead of flowing from field to office to customer, it slows cash, hurts technician morale, and buries owners in busywork. This episode shows how to fix it.
[00:00:02] Intro and focus on trust, respect, ownership in field service
[00:00:17] Introducing the central idea: information inventory as a hidden cost
[00:00:35] What information inventory really means in a service context
[00:00:54] Clarifying the cost: not server space, but people time and delays
[00:01:09] Ripple effects of backlog: invoicing delays, warranty misses, rework
[00:01:30] Cash flow consequences of stale quotes and overdue invoices
[00:01:38] Source insights lead to lean principles as the solution
[00:01:42] Lean foundations and Toyota production inspiration
[00:02:01] Define value from the customer's perspective
[00:02:13] Map the value stream and uncover waste
[00:02:22] Field examples of waste (duplicate note entry, office rework)
[00:02:30] Capture info once at the source to speed flow
[00:02:38] Principle: flow, not inventory in digital processes
[00:02:57] Aim for near-zero lists and continuous information movement
[00:03:07] Principle: pull instead of push (customer self-service)
[00:03:24] Owner fear of losing control when transparency increases
[00:03:43] Big problem: software built for control instead of flow
[00:03:52] Autonomy for technicians as hiring and retention advantage
[00:04:08] Managers stop chasing data and gain real-time visibility
[00:04:16] Better quality of life: owners get to go home with confidence
[00:04:25] Continuous improvement mindset encouraged
[00:04:36] Job satisfaction rises when teams can improve systems
[00:04:45] Closing reflection: control vs flow tradeoff for leaders
[00:05:13] Wrap up and reminder to visit Ucora.com