Defect Warranty Hunt
Guests find the building's defects; the contractor fixes them before warranty ends.
The job
Turns defects guests report in a newly opened hotel, resort or attraction into warranty claims against the building contractor before the defect-liability period ends. Then uses the same board to hold the facilities management contractor to its service levels.
The moment
A newly opened resort has 365 days to claim building defects from its contractor under warranty. On day 311, the villa map lights up the bathroom drainage in one villa type.
There are 44 recorded defects and 380 guest comments about it.
The technical director sends the evidence pack. The contractor does $1.8 million of rework under warranty, instead of it coming from the owner's budget.
Two months later, the drainage problem on those villas no longer shows on the map.
What it does
- Create snag
- Send snag pack to contractor
- Log contractor commitment
- Reopen snag
- Send FM SLA evidence
What you see
Stacked floorplan / villa map with system layers and a burning warranty countdown, a snag board and a money-recovered counter
What it moves
Rework recovered under warranty, in dollars, and the share of defects closed before the defect-liability period ends.
Built for
- CX leaders & VoC
