KPIs, the tool to achieve organizational goals
Monday 25 february 2019
This gives a global vision of the performance of the company. Nevertheless, it is important to understand that KPIs are specific to each company and to help you choose the best indicators for your business, it is necessary to make sure each Indicator meets the following criteria:
• It must be quantifiable
• It must be comprehensible, shareable and appropriate for everyone
• It must be adjustable to your action plan
In this article, we will focus on key performance indicators for field service providers, so in that way we show how useful it is to link the KPIs to their product and/or service.
KPIs to better manage your time & to improve customer satisfaction
The field of maintenance is a service activity governed by many specificities and associating high level of expertise, whether new facilities, maintenance, but even more the repairs which are imperatives for a great responsiveness. To evaluate the contribution of each one it is thus necessary to be able to measure and follow, globally (for example: by team, by technician, for a certain period,etc) this is a set of indicators in which the main ones are:
• The response time
• The resolution time
• The preventive maintenance compliance
• The preventive/ curative ratio
• Time spent traveling
• Time spent on an intervention
Comparing these indicators is also essential to improve performance and to be able to analyze and understand the possible differences between each region, team, and so on. To be sure we succeed, we should monitor how this performances evolve over a certain period of time.
The response time
It’s the time of response measured from opening a work request, to work order start on the field. Last generation CMMS Software such as Yuman will identify and record automatically how quickly technicians are responding to work order requests. The APP alerts technicians from anywhere, when an asset needs service and avoids wasted time doing paperwork.
This indicator is key to measuring the company’s ability to manage time and organize teams in the field. The company must have resources that can be mobilized quickly, and for this Yuman provides precise assistance by indicating not only where the technicians are located, but above all, when their task is completed, its priority level and the required time for each technician to arrive there. During the day, the manager can follow the progress of the planned interventions (what has been done, and what remains to be done), also the applications allows you to analyze travel times and reduce the travel time of the technicians. Thus Yuman does much more than plan the tasks of your field staff.
For managers, real-time evaluation can be done remotely. For clients another great Yuman advantage is that an SMS notification can be transmitted to the person who will receive the technician, in order to know if there is a delay or advance in his service assistance. The KPIs are easily collected (with the “START” button), accessible, monitored, and as real-time is guaranteed, customer satisfaction is then improved.
The Mean time to repair
This is defined as the average time required to correct and/or repair equipment and return it to normal operating conditions. This includes notification time, diagnostic time, fix time, waiting time, test time, etc. Mean time to repair reflects basically how well an organization can respond to a problem and repair it. Yuman offers the “STOP” button feature that allows to collect directly without any further subsequent data entry this time and computes it to restitute the average value of time to repair.
The preventive maintenance compliance
The purpose of the preventative maintenance is to establish scheduled inspections so that defects can be spotted before they evolve into something more severe. The PMC score is the percentage of scheduled preventative work orders that get done in a defined time interval. An added value that Yuman provides is that the software makes this calculation automatically based on the number of interventions made and the time taken to perform them.
KPIs to know your curative/ preventive ratio
For a service provider involved in maintenance, this is one of the most important KPI (curative-preventive ratio). Preventive maintenance ensures that the equipment receives regular, scheduled maintenance so that everything works properly. The goal is to anticipate breakdowns (failures) and reduce unplanned time loss. Routine actions are defined and the scheduled time is also assessed so they are predefined and scheduled. The way of working evolves among all the maintenance providers and the good arrangement of working time, will allow you to manage your daily work effectively.
Appropriate indicators are essential to maintain quality, and they can be considered as a whole for example by team, by technician, for a given period, each one with comparisons between them and also the evolution of trends, but you could also make them by intervention number, total duration, average duration, etc. Everything is customizable for managers that are willing to adopt this innovative tools, that is the value Yuman offers to its customers in order to help them manage their everyday work. Having indicators are the key to success if you truly want to offer added value to your company.
Take in consideration that achieving your goals will not only depend on your team (field workers) to do their part, but also on the tools that will help them perform efficiently their jobs. Good KPI control leads to success, and likewise lead you one step ahead of your competitors.Back to the articles