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Maintenance, Repair & Operations

Interpreting Feedback

Dec. 3, 2019

Why you should always clarify feedback before taking action

Suppose at a maintenance meeting, the electricians say the digital multimeters (DMMs) they use are outdated and not adequate for the work they perform. The plant engineer says, “We'll get you new ones.”

The electricians leave the meeting believing management will follow up to find out specifically which features they need. A week later, however, each electrician receives a new DMM chosen by someone in the purchasing department. The new DMMs don't provide what the electricians need.

What went wrong? Management “interpreted” the feedback instead of clarifying it. Consequently, their implementation did not address the issues underlying the feedback.

Instead of interpreting, clarify:

Ask for specifics. “Do you need one you can use for VFDs?”
Expand on specifics. “Would you need the same DMM to also have a temperature probe, or would that be an additional meter?
State exclusions. “Would that exclude thermal imaging? What about a temperature probe?”
Ask about underlying issues. “What problems are you having due to outdated DMMs?”

About the Author

Mark Lamendola

Mark is an expert in maintenance management, having racked up an impressive track record during his time working in the field. He also has extensive knowledge of, and practical expertise with, the National Electrical Code (NEC). Through his consulting business, he provides articles and training materials on electrical topics, specializing in making difficult subjects easy to understand and focusing on the practical aspects of electrical work.

Prior to starting his own business, Mark served as the Technical Editor on EC&M for six years, worked three years in nuclear maintenance, six years as a contract project engineer/project manager, three years as a systems engineer, and three years in plant maintenance management.

Mark earned an AAS degree from Rock Valley College, a BSEET from Columbia Pacific University, and an MBA from Lake Erie College. He’s also completed several related certifications over the years and even was formerly licensed as a Master Electrician. He is a Senior Member of the IEEE and past Chairman of the Kansas City Chapters of both the IEEE and the IEEE Computer Society. Mark also served as the program director for, a board member of, and webmaster of, the Midwest Chapter of the 7x24 Exchange. He has also held memberships with the following organizations: NETA, NFPA, International Association of Webmasters, and Institute of Certified Professional Managers.