Spreadsheet: 757886d1638495764-formula-help-example
Sheet: Root Cause

Classification | [NAME] / example | [NAME] / example |  |  | Key
Additional Work Requested | Customer asked for X but not [NAME] X completed, customer responds to survey negatively because still wants Y. | POC originally asked for X, but then also expected Y to be completed at the same time. E.g. request was to replace lights in room A, POC also expected lights in room B to be replaced. |  |  | Our bad | Not our bad | Other
Assigned Incorrectly | BSSC/NCC or Works Manager should not have assigned WO to that Tradesperson or SDP. i.e. plumbing job assigned to carpenter (Does not apply if the SDP/TP attended and found work was bigger than anticipated) | Work was assigned to one Trade/SDP but should have been assigned to a different Trade/SDP
[NAME] | Customer asked for X but our Tradespeople recommend Y but we can't do Y because it's already scheduled for an upcoming project OR it needs further approval, ie AP or EIR | POC requested specific job as solution to a problem. We found a better alternative. E.g. POC asked to repair an appliance, instead we replaced it.
Closed Prematurely | Closed in error before work completed. | WO was closed before the work was completed. E.g. job would be covered by completion of a different WO, but was marked as completed not cancelled.
Communication | Validated complaint about communication | POC was not informed about the WO. E.g. was not told about delays/progrees/when SDP was on site.
Customer Error | Customer complained before checking work was done | POC stated work was not completed, but was mistaken
Customer Requesting / Providing Information | Advice only. Not asking for job reopen, just need to tell us something or ask us something (unless TP was supposed to have provided it) | POC has a question regarding the work, but there is no complaint.
Defence Issue | i.e. Defence made a rule that a/c's can't be set lower than certain temperature | WO could not be completed due to Defence policies/processes
DLP (Defects Liability Period) | Complaint forwarded on to DLP team | Defect occurs within period after construction and so is the responsibility of the construction contractor, not Downer Defence
Duplicate WO | 2 POCs asked for same work, one job cancelled/marked complete | Two POC contacted us to report the same issue. One WO is not needed
Exension of Time correctly applied | Only when complaint is about timeliness; and when EOT has been correctly applied per EOT process
Further Investigation Required | Looks bad and has been escalated full investigation | Cause is not clear and further investigation is required.
Issue reoccurrence | Item tested working after repair, time passed before breaking down again | Same or similar issue reoccures for reasons outside of our control. E,g.damage caused by weather.
Make safe only | Make-safe applied, further repairs raised in separate WO
Not all items repaired | TP has missed something the POC asked for | WO requested repair to multiple items, not all were repaired. E.g. WO requested 4 lights to be repaired, but only 3 were fixed.
Not completed by Spotless | JLL job or non-spotless-project work | Work was assigned to other parties to complete ([NAME])
Outside of Business Rules | Rejected MWA where we have communicated in accordance with process. Not in EMOS contract scope or rules set by Defence | Work was not covered by EMOS contract
Positive | All good | Positive
Quality Of Work | Poor quality of work | Work was not completed to the quality expected by POC. E.g. cleaning job, failed to clean one part of room. Damage was repaired, but no effort to disguise the repair.
Timeliness | Attendance/Completion does not meet priority response time AND EOT was not correctly applied | Work was completed, but took longer than POC expected. E.g. work was delayed due to availability of parts
Tradeperson incorrect action | TP did not do what was requested and has done something different - requested outcome not achieved | Tradesperson did not repair item properly. E.g. clothes dryer not working. TP found it made noise and fixed noise but didn't fix underlying problem
To be determined | We're still making enquiries | Cause is not clear and further investigation is required.
WO Incorrectly Raised | BSSC/NCC has made an error in recording the request | POC requested specific job, but BSSC raised WO for different job.
Works Bundled | Individual request has been closed and added into a bigger bundled job | WO completed as part of larger project
Works completed to required Standard | Work meets contract requirements. i.e within required timeframe but not as fast as POC may have wanted, or EOT was applied correctly | WO completed to standard in contract, POC wanted higher standard.
Wrong item repaired | Didn't check with POC and fixed a different item than the one requested | POC requested item to be repaired/replaced. Different item was repaired/replaced. E.g. POC requested replacing lights in room A, TP replaced lights in Room B.