Playbook · 15 minute read

Work Order Triage

Use a practical triage framework to improve technician throughput, protect SLA commitments, and reduce avoidable dispatch churn.

Create four priority bands tied to impact, safety risk, operational disruption, and customer exposure.

P1 Critical P2 High P3 Planned P4 Deferred

Assign work by skill profile, travel zone, and current load while respecting certification and contract constraints.

Skill-based routing Load balancing Escalation guardrails

Operational Cadence

Review critical queue, blocked orders, and reassignment needs to protect same-day response.

Track queue age, repeat incidents, and completion variance to identify process bottlenecks.

Refine priority thresholds and routing logic based on trend data and incident root-cause patterns.

We can map this playbook into your current work order process and team structure.