CMMS: 10 KPI to increase the maintenance performance
Thursday 30 april 2020
Some time ago we published a first article on KPIs, Key Performance Indicators. We continue with the presentation of 10 new indicators focusing on curative interventions. They are easily constructed from the times measured during the treatment of an incident, using a mobile CMMS.
This time, we are not going to talk about maintenance ranges or sophisticated preventive maintenance plans. We are going to describe a series of 10 indicators that will very precisely evaluate the efficiency of a maintenance department, a technical team, a technician in terms of reactivity in handling and resolving incidents that occur on technical equipment.
While these indicators remain very simple to understand and to implement when the appropriate tool is available, i.e. a latest-generation mobile CMMS, they will provide a wealth of information that will make it possible to highlight areas for improvement in order to rapidly increase efficiency, productivity and customer satisfaction.
Rich" KPIs built from "poor" data
We are going to present how CMMS will allow you to create, measure and monitor your KPIs from very simple time registration data at the different stages of progress of your curative intervention management process, and to act directly on these indicators to improve the performance of your maintenance team.
📰 Read also: KPIs, the tool to achieve organizational goals
The 10 KPIs to follow to improve curative maintenance
You don't have to implement all of them, you just have to choose the indicators that, according to the defined areas for improvement, will enable you to achieve your objectives. The list we have drawn up is as follows:
- Time between breakdowns: the average time between two breakdowns on a piece of equipment
- Total time to repair: the total time from the time the equipment fails to the time it is turned back on
- Time to issue the maintenance order: The time between the occurrence of the problem and the time when the maintenance order is issued
- Maintenance order lead time: The time between the time when the maintenance order is issued and the start of the task
- Total time of arrival in front of the equipment: the time between the moment the equipment breaks down and the arrival of the maintenance technician
- Travel time: the time between the departure of the technician and the arrival at the site of intervention
- Diagnostic delay: the time between the arrival of the service technician and the time the cause of the problem is discovered
- On-Site Repair Time: The time from the time the service technician begins the repair until the system is operational again
- Inventory replenishment time: the time between the issue of an order and its receipt
- Delivery time for a single part: if a part is ordered for a specific repair, the time between the time the order is placed and the time the technician starts working on the repair of the problem.
The 10 detailed KPIs
1. Time between failures,
the mean time between two equipment failures
Description: Quantifying the average time between failures is the leading indicator for judging the reliability of equipment. It is a determining factor in the choice of its replacement if too frequent breakdowns occur and lead to repeated shutdowns, causing significant losses in performance and productivity.
Calculation method: Total operating time / Number of breakdowns
The contribution of CMMS to the improvement of this KPI: reinforces preventive actions. Allows the implementation of predictive. Improves the quality of repairs, making them more durable. Indicates whether equipment needs to be replaced.
2. Total repair time,
the total time from the time the equipment breaks down to the time it is restarted; and
Description: This leading indicator measures the entire repair workflow, including parts procurement. If you wish to limit yourself to a single KPI, this is the one to choose.
Calculation Method: Date/Time Return to Service - Date/Time Failure Occurred
The contribution of CMMS to the improvement of this KPI: the implementation of a CMMS within the maintenance team in charge of repairs will have a very positive impact on this indicator by shortening the processing times of all the stages of the process as detailed below.
3. Issue time of the maintenance order,
the time between the occurrence of the problem and the time the maintenance order is issued
Description: Detecting a malfunction in the company is the first step in the maintenance process. To speed up the resolution of the problem, it is therefore necessary to start by sending useful information to the dispatcher/decision-maker to start the intervention operation.
Calculation method: Date/Time of occurrence of the breakdown (possibly estimated) - Date/Time of issue of the work order
The contribution of CMMS to the improvement of this KPI: integration with sensor networks automatically triggering alerts by e-mail, PLC, SMS in the CMMS. The EO can be triggered automatically and instantly delivered to the technician. Manual recording of the intervention from the CMMS portal accessible by machine operators or building users.
4. Work order execution time,
the time between the time the maintenance order is issued and the start of the intervention
Description: The speed with which your teams will respond to a direct order transmitted by the manager or dispatcher is decisive. The team must be reactive and each technician must be able to suspend non-urgent tasks in favour of urgent repairs.
Calculation method: Date/Time technician arrives in front of the equipment - Date/Time order issued and start of intervention
CMMS contribution to the improvement of this KPI: Prioritizes tasks. Facilitates dispatcher/field technician communication. Geolocates technicians. Indicates the best responder according to criteria such as: nature of the breakdown, expertise, clearance, availability, distance.
5. Total time of arrival in front of the equipment,
the time between the time the equipment fails and the arrival of the maintenance technician
Description: When a machine fails, it is important to intervene as quickly as possible to minimize downtime. In order to improve this area, the methods of reporting failures, feedback and dissemination of information must be reviewed for greater efficiency and accuracy. The managerial aspect is also very important because it is necessary to link the data in the field with the manpower available and qualified for this task while adjusting the materials and spare parts needed for the intervention.
Calculation method: Date/Time of arrival in front of the equipment - Date/Time of breakdown occurrence
The contribution of CMMS to the improvement of this KPI: Informs technicians in real time, even when mobile. Connects the equipment to the interventions to avoid any forgetfulness and loss of time. Shows where the nearest operational technician is located and shortens the time to arrive on site using GPS and routing software.
6. Travel time,
the time between the departure of the technician and arrival at the site of intervention
Description: Mobile service technicians can spend several hours a day on the road to go from one customer to another. Do they take the shortest route? Do they optimize their routes in relation to the interventions they have to perform during the day? Reducing travel time shortens the response time and increases the number of interventions that can be carried out each day.
Calculation method: Date/Time of arrival in front of the equipment - Date/Time of departure from previous site/place
The contribution of CMMS in improving this KPI: With a CMMS focused on mobility, don't waste any more time! Associate the addresses of interventions with a mapping application such as WAZE or Google Maps that will automatically guide the technician to the intervention site. The CMMS also specifies which technician can get to the equipment most quickly.
7. Diagnosis time,
the time between the arrival of the maintenance technician and the time the cause of the problem is discovered
Description: A failure can be a complex malfunction that is difficult to identify. It can take several hours for technicians to determine the origin of the problem. The expertise and experience of the technicians is highlighted here, as it allows them to be more efficient in these complicated situations.
Calculation method: Date/Time diagnosis established - Date/Time of arrival in front of the equipment
The contribution of CMMS in the improvement of this KPI: provides the technician from his mobile phone with all the useful information: history of events, notices, investigation methodology, by capitalizing knowledge through a shared technical base. Reinforces mutual aid between technicians by encouraging the exchange of ideas and advice and real-time support.
8. On-site repair time,
the time from the time the service technician begins the repair until the system is operational again
Description: This is the efficiency indicator par excellence: with this KPI, you are able to see if your technicians are efficient by determining the average time they spend on their interventions. It is also possible to compare their performance in order to set time limits for example.
Calculation method: Operation end date/time - Operation start date/time
The contribution of CMMS to the improvement of this KPI: shortens diagnosis times, speeds up the dispatch of reinforcements if necessary, knows how to indicate whether a replacement part is available in the various stocks (central, technical vehicles, sites, etc.), shortens parts procurement times.
9. Stock replenishment time,
the time between the issuing of an order and its receipt
Description: Having sufficient stock is a constant problem for any maintenance company. With a CMMS software, it is easy to consult the state of your stocks and to know precisely which spare parts to order. On the other hand, you cannot always control the delivery times of your suppliers, nor any possible delays. By taking into account all the orders placed and associating their delivery times, you will be able to know the average delivery time per supplier. It will then be easy for you to adapt your purchasing habits according to your needs and requirements.
Calculation method: Date/Time of receipt - Date/Time of beginning transmission of the order
The contribution of CMMS in the improvement of this KPI: global vision of stocks in real time via a centralized interface. Offers a predefined and customizable catalogue. Follow-up of the status of orders (to be made, sent, being received, etc.).
10. Delivery time for a single part,
if a part is ordered for a specific repair, the time between the time the order is placed and the time the technician begins working on the repair of the problem
Description: this time we're in an emergency situation. The technician needs a part that is not usually in the company's stock, it has to be ordered as soon as possible to start the repair. Even more than for stock replenishment, it is crucial to have responsive suppliers to get the part in the shortest possible time.
Calculation method: Date/Time of availability of the spare part in front of the equipment - Date/Time of beginning transmission of the order
The contribution of CMMS to the improvement of this KPI: automatically records all orders, prices, response times and delivery times. With this data, you will be able to compare the delivery times of parts according to suppliers. You will then know with whom it is best to work in an emergency situation.
A CMMS to measure and improve performance
The CMMS will provide :
- Performance measurement indicators
- The Performance Improvement Toolbox
They have been listed above. According to those you will activate you will be more or less precise in your measurement, but in any case you will finally have precise quantitative data. CMMS will allow the measurement of all the indicators described and their restitution through a dashboard: it is the long time that allows you to understand how your maintenance service works.
The toolbox to improve performance
At the same time as collecting KPIs, mobile CMMS will also have a positive impact on each of these indicators and will make it possible to gain in productivity and reactivity at all times during the processing of a curative intervention. It will provide real-time answers to questions such as: "Which technician is best able to solve this specific problem quickly", "Which technician is closest", "What is the most probable cause of this breakdown", "Which spare parts should be taken", "Which is the best route", etc.
Last but not least, KPIs will allow benchmarking between different periods of activity, between different teams, etc., for a fine analysis, making CMMS an essential ally for the success of your maintenance operations and the increase of customer satisfaction.
By the way, our ambition is to offer an unparalleled user experience. Check it out right away: try CMMS for free. Within 2 minutes, the time it takes to create your account, you'll discover what's newest in this category of software.
You can also benefit from a demonstration led by one of our consultants: book a videoconference
Good discovery and see you soon !
📰 You will also be interested in reading :
- CMMS as a growth driver
- The benefits of a successful preventive maintenance
- The new challenges facing field service companies
- Respond to growing customer expectations
- The cloud on behalf of the field workers
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