Production Performance Report

The Tailored Closet North San Diego
Q1 2026
Prepared by Business Succession Pros, Inc. — March 2026

CRITICAL OPERATIONAL ALERT

38.1%

Go-Back Rate (2026 YTD) — UP from 29.7% in 2025

BUSINESS IMPACT:
  • Nearly 2 in 5 jobs require return visits
  • #1 operational issue — eroding margins
  • Wasting labor hours and materials
  • Damaging customer trust and referrals
  • Preventing team from handling new installations
URGENT: Immediate intervention required to restore operational excellence

Production KPIs

Go-Back Rate 2026
38.1%
CRITICAL — Immediate Action Required
Go-Back Rate 2025
29.7%
Previous Year Baseline
Target Go-Back Rate
<15%
Q3 2026 Goal
Jobs Completed
TBD
Tracked via Portal Forms
Metric Current Status Tracking Method
Go-Back Rate (2026 YTD) 38.1% — CRITICAL Installation follow-up tracking
Go-Back Rate (2025) 29.7% Historical baseline
Jobs Completed This Month TBD Portal form submissions
Dollar Amount Completed TBD Portal form submissions

Production Process

Order
Received
Material
Prep
Load
Vehicle
Travel to
Site
Installation
Quality
Check
Client
Walkthrough
Sign-Off

End-to-end production workflow from order receipt through final customer sign-off

Key Personnel

🔑 Key Role for Go-Back Reduction

Cassidy Thompson
Installation Manager

Primary responsibility for quality control, installer training, and go-back prevention initiatives. Critical leadership position for operational excellence.

Installer Training Program

Level 1 Foundation (Entry)

  • Basic tool proficiency
  • Safety protocols
  • Basic assembly skills
  • Material handling
  • Site preparation

Level 2 Proficient (Intermediate)

  • Solo installation capability
  • Quality control standards
  • <10% go-back rate target
  • Customer communication
  • Problem-solving skills

Level 3 Lead Installer (Advanced)

  • Crew leadership
  • <5% go-back rate target
  • Training new installers
  • Complex installations
  • Quality assurance role

Immediate Action Items

URGENT
Implement Go-Back Prevention Playbook
Develop and deploy systematic prevention protocols — root cause analysis + countermeasures
URGENT
Build Material Protection Protocols
Prevent damage during transport and installation — padding, wrapping, handling standards
HIGH
Create Training Station at Warehouse
Hands-on practice environment for skill development before customer-facing work
HIGH
Track Go-Back Causes and Categorize
Data-driven analysis: damage, measurement errors, missing parts, installation errors
HIGH
Cassidy Leadership Development Program
Empower Installation Manager with tools, authority, and training to drive quality improvement
MEDIUM
Pre-Installation Checklist Implementation
Mandatory verification: materials, measurements, tools, site readiness
MEDIUM
Post-Installation Quality Photos Requirement
Documentation standard: proof of quality, accountability, learning tool
MEDIUM
Weekly Go-Back Review with Cassidy
Structured debrief: what happened, why, how to prevent, lessons learned

Strategic Recommendations

Production Excellence Roadmap

  • Target go-back rate below 15% by Q3 2026 — Aggressive but achievable with systematic intervention
  • Implement pre-installation checklist — Prevent errors before they happen with mandatory verification
  • Post-installation quality photos requirement — Build accountability and documentation standards
  • Weekly go-back review with Cassidy — Continuous improvement through structured learning
  • Material protection protocols — Systematic handling standards to prevent damage
  • Warehouse training station — Practice before customer-facing work

Key Insights

  • 🚨 38.1% Go-Back Rate = Critical Operational Crisis
    Nearly 2 in 5 jobs require return visits — eroding margins, wasting labor, damaging trust
  • 📈 Worsening Trend: 29.7% (2025) → 38.1% (2026)
    +8.4 percentage point increase — problem is accelerating, not stabilizing
  • 🔑 Cassidy Thompson = Key to Recovery
    Installation Manager role is critical — empower with tools, authority, and training
  • → Training Program Framework Established
    3-level progression: Foundation → Proficient (<10% go-back) → Lead (<5% go-back)
  • ✓ Clear Target: <15% by Q3 2026
    Aggressive but achievable goal — requires systematic execution of prevention playbook

Go-Back Root Cause Analysis (Framework)

Category Examples Prevention Strategy
Material Damage Scratches, dents, broken pieces during transport/install Protection protocols, handling training
Measurement Errors Incorrect dimensions, poor fit, gaps Pre-install verification checklist
Missing Parts Forgot components, incomplete orders Load-out checklist, inventory verification
Installation Errors Improper assembly, incorrect mounting, misalignment Skills training, Level 2+ certification
Quality Control Failures Defects not caught before customer walkthrough Mandatory quality check + photos

Next Step: Track actual go-back incidents by category for 30 days to identify primary root causes and prioritize prevention efforts.

Business Succession Pros, Inc.
Strategic Business Advisory & Succession Planning
This report is confidential and prepared exclusively for The Tailored Closet North San Diego. Data and recommendations are based on information provided as of March 2026. Business Succession Pros, Inc. does not guarantee future performance or outcomes.