Case studies

A repair room behind a music store, jobs running two to four weeks, and owners who used to ring around day nine. Photographs on the job card replaced the update calls.

Three branches, high volume, same-day turnaround, and an operations lead who could not compare any of them because each one measured turnaround its own way.

Four benches, one counter, and a queue three weeks deep from the first warm Saturday in March. The queue did not get shorter. The calls about it did.