HVAC service decision tree

I've been exposed recently to some property management groups that use a decision tree in their maintenance departments as a tool for considering possible responses when a service problem is called in by the resident. The "tree" starts with the initial problem and then branches off with a possible solution that can be tried or a test that can be run on each "branch". Each branch leads you to the next logical step in restoring the service. At the "root" level, after working through the tree, the tech has either solved the problem by identifying the cause of the service problem or has come to the conclusion that equipment replacement is the best option. The thinking behind the tool is that when options are considered in advance, the urgency of making a decision when an unhappy renter is involved will be reduced. When that pressure is removed because solutions have been ranked from lowest to highest cost and considered in advance, the likelihood that a more expensive solution will immediately be chosen is reduced.

Question for the group: Do you use this kind of tool and would you be willing to give me your opinion of it or share an example? For those able to share, you can email me at [email protected]. Thanks!

David, I have not seen this. This would be an unbelievable app.

The only version I've run across of this type of info was in the book "Modern AC and Refrigeration" (Goodheart-Willcox publishing; 20th ed). Appendix B has a pretty good basic trouble shooting chart.

Since very few Apartment Tech's have that book, I teach troubleshooting based upon this statement:

--It's either the thing that does the work, or the thing that tells it to do the work; that's the problem!--

In other words if a technician understands how the individual components on a system operate, what tells that component to operate, and knows how to verify both it or what activates its operational needs, then the technician can work their way througn any system problems. This method does require the tech to at least be familiar with how the system is designed to operate correctly as a whole as well.

The only time I've ever seen a decision tree format was for a GE refrigerator that is now outdated due to the new digital controls.