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# FIELDBOOK ROLLOUT REVIEW

**Recommendation**

Extend Fieldbook to North and Islands in Q1, contingent on fixing four specific gaps that limited adoption in South and West. Without these fixes, the new regions will follow West's pattern and be unprofitable for 2+ quarters.

**Why extend**

Fieldbook is delivering strong operational and financial gains in fast-adoption regions. Central and East achieved full adoption within six weeks and paid back their licensing costs by Q2.

- **Operational case**: Scheduled jobs per technician per day rose from 4.6 to 5.3 (15% gain). Travel time fell 18%. Same-day emergency insertion is now automatic and resolves in 4 minutes.

- **Financial case**: Overtime down 12%, fuel down 9%. Central/East achieved payback by Q2. Extension will be profitable if adoption matches Central/East, but underwater for 2+ quarters if it matches West.

- **Fixable obstacles**: The three barriers that slowed South/West—incomplete training, missing equipment history, job-code mismatches—all have known solutions depending on Kestrel decisions, not vendor work.

**Four prerequisites**

1. **Restructure onboarding**
Central/East succeeded with full classroom attendance; South/West failed when technicians hired after the one-time course learned second-hand from colleagues, creating a drag effect. Before rollout, replace ad-hoc shadowing with structured ongoing support (webinars, mentoring) so late-joiners do not slow adoption.

2. **Integrate equipment history**
Technicians open jobs blind to prior service history, forcing back-office or customer calls. In 9% of audited jobs, this caused unnecessary parts replacement within warranty. Before rollout, implement nightly export from the legacy asset register to Fieldbook.

3. **Map job-completion codes**
Fieldbook codes do not match invoicing codes, forcing billing staff to hand-rekey ~300 records per week and introducing transcription errors. The vendor's configurable mapping table takes roughly one day to set up. Configure before rollout.

4. **Broaden customer record search**
Current search matches on exact postcode only, forcing technicians to create duplicates when they cannot find the original. Support manually merges ~70 per week. Before rollout, broaden search to name, address components, and account number.

**Why these fixes matter now**

Every negative pattern in this review was visible by week four of Central's go-live. The program lacked a mechanism to convert early observations into program-level fixes, so identical problems replayed in South and West. Implementing these four fixes upfront ensures North and Islands benefits from what we learned, rather than repeating the cycle.

**Next step**

Approve Q1 extension contingent on the four prerequisites. Program office will detail ownership and timeline for each.