Billing reports and records are used as warranted to round out the picture. Among other advantages, daily data gathering and correlation enables review of problem areas right away. This optimizes the ability to replicate the problem event and repair the problem quickly. In contrast, opportunities to identify and fix problems three weeks after they've occurred are slim and none. Once fixes are determined, they need to be institutionalized as the new process for doing work.
All pertinent information is used to assemble a strategy for continuous quality improvement.
The plan is implemented in the field. Periodic evaluations are held to assess, among other areas, trouble call rates and trends. Discussions are held with the frontline and key employees to review the previous period's activities and results. Start the process again. Continuous improvement needs to be the goal.