Skilled technician shortages are threatening the long-term stability of heating, ventilation, air conditioning, and refrigeration (HVAC-R) and skilled trades industries across the U.S., and one leading national commercial refrigeration company is no exception. Facing a rise in technician burnout, inconsistent field conditions, and recruitment challenges, the organization sought a systems-based performance improvement solution to retain talent and strengthen workforce sustainability. This case study explores how our team applied a multifaceted methodology grounded in the Performance Improvement/HPT Model (Van Tiem, Moseley, & Dessinger, 2012), supported by Lewin's Change Framework (Lewin, 1947), the Five Whys cause analysis, and the Full-Scope Evaluation Model (Dessinger & Moseley, 2006). This approach provided a structured, data driven process to investigate performance gaps and implement targeted interventions. Our analysis included organizational, environmental, and gap assessments, supported by survey data from 91 field technicians. From this analysis, three critical performance gaps were identified: burnout due to heavy workloads and scheduling, technician shortages due to low industry awareness, and inconsistent working conditions tied to supervisory practices. To address these gaps, we used design thinking (Brown, 2009) to develop innovative, technician centered interventions that blended human needs, technology, and organizational goals. These solutions include digital scheduling upgrades, an on-call rotation system, foreman and dispatcher training, and the integration of technician input into scheduling. In addition, we developed a social media campaign and brand strategy to improve recruitment and public perception of the HVAC-R field. These interventions are designed to reduce burnout, improve retention, and position the 3 organizations as an employer of choice. While this case study is tailored to a single client, the challenges and solutions have broader applicability. This project demonstrates how performance improvement professionals can combine multiple frameworks to deliver sustainable, people centered change.
