Bob and Tim were on their last service call for the day. It was an apartment house with a heat pump and the weather was warm during the day and cool at night. The tenant had just moved into this apartment and was trying to get the air conditioning to operate to her satisfaction and she said it was too breezy.
Bob and Tim were at the house of a customer who said that her air conditioning unit did not cool well in the hot weather three days ago. She said the unit actually froze up and had ice on the outdoor portion of the unit on the big line. She shut the unit off and called for service.
Bob and Tim had just arrived at the house of a new customer who explained that the air conditioning system was not working. The homeowner said that they had just had a warm day and the air conditioning system did not come on when they tried to cool the house down yesterday.
In this troubleshooting situation, the equipment is a split system that’s approximately five years old, consisting of a gas furnace to provide heat in the winter, and a condensing unit and “A” coil to provide summer cooling. There are actually three questions to answer in this problem.
Humans simply can’t absorb new processes as fast as they become available. And newer recruits have even less time to learn old procedures and new techniques at the same time. Machines, however, have that capability.
Bob and Tim were on their way to the shop on a hot Friday afternoon when Bob got a call on his cell phone from his wife who said, “The air conditioner is not working and my mom and dad are coming from out of town tonight. What are we going to do?”