Key Performance Indicators (KPIs) for Maintenance
- Uma Srinivasan (Unlicensed)
- Caroline Antoun
- Chellie Esters
This section is for users who log in using www.servicechannel.eu. If you log in using the global instance, www.servicechannel.com, jump over toContractor Scorecard Calculations.
Key Performance Indicators (or KPIs) are a set of measurable values of work orders that are used to determine the performance quality of service providers. The Maintenance KPIs tab provides the scores and grade for Maintenance work (work orders belonging to maintenance category). From this tab, you can identify areas where the right behaviors and performance were in place for you and your technicians, and whether there are key areas for performance improvement.
This page references the Maintenance KPIs; there are also Repair KPIs.
There are 3 Maintenance KPIs:
KPIs are calculated to get overall scores for the Scorecard. See Calculations for KPI Scores and Overall Grade for calculations and exceptions.
Check-in Compliance
This KPI provides visibility in terms of response time and time spent on site. Check-in compliance also reduces administrative workload, as these details need not be manually added to work orders through the Web.
Check-in Compliance measures the percentage of completed work orders that have both a check-in and a check-out entry. Note that there should also be a minimum check-in duration (time between check in and check out) of 10 minutes onsite to be considered compliant for this KPI.
Only work orders in the Completed, Completed/Pending Confirmation, Completed/Confirmed, or Invoiced Statuses are included in this KPI.
Work orders set to Auto-complete or are in the Invoice only Category are excluded.
Schedule Date Entry Confirmation
Schedule Date Entry Confirmation measures the percentage of work orders where the scheduled date was updated by the service provider to indicate when the work will be performed. It is applicable only to Planned Maintenance work orders generated in bulk and only has an expiration date.
Since service providers are not mandated to update the schedule, when there is no scheduled date, compliance is measured as a percentage of work orders that have a check in prior to the expiration date.
Only work orders in the Completed, Completed/Pending Confirmation, Completed/Confirmed, or Invoiced Statuses are included in this KPI.
Scheduled Work Orders Completed
This KPI measures the percentage of work orders that were completed by the service provider before the expiration date of the work order.
Only work orders in the Completed, Completed/Confirmed, or Completed/No Charge Statuses are included in this KPI.
