Why Northstar exists
Our purpose, where we are headed, and what we stand for
Mission
To keep the equipment people depend on working for longer, and to share what we learn while doing it.
Vision
A region where repair knowledge is never lost between shifts, sites or businesses.
Sample copy for the fictional Northstar. Replace with your approved mission and vision.
Our four values and what they look like at work
Each value comes with behaviours you can see and do this week.
Customers first, then ours
We start with what the customer needs fixed, and we keep our promises about when they will hear from us.
- Ask the customer what 'fixed' looks like before starting work.
- Call back within one working day when you have promised an update.
- Log repeat problems so the next colleague doesn't rediscover them.
Leave it visible
Work changes hands every shift. We make sure the next person can see where it stands.
- Write the next action and the receiving role on every handover note.
- Update the note again if the work changes after handover.
- Say what you don't know yet instead of guessing.
Safe and steady
Nothing is faster than doing it safely the first time.
- Stop work and report a hazard, even one you think is minor.
- Use a two-person check for heavy lifts and live equipment.
- Finish the end-of-shift checklist before you leave.
Share what we learn
A fix that stays in one person's head is only half a fix.
- Add a photo and one lesson to the repair library when you finish a job type.
- Use the shared item name and note the local nickname beside it.
- Credit the colleague whose fix you reused.