Key Performance Indicators (KPIs) are a set of measurable values of work orders that are used to determine the performance quality of service providers. There are six Repair KPIs:
- Dispatch Confirmation
- Check-in Compliance
- On-Time Arrival - Schedule Date
- On-Time Arrival - Updated ETA
- First Time Completion
- Invoice Submission (within 30 days)
Dispatch Confirmation measures the percentage of work orders (with an ETA of up to 48 hours or less) that service providers respond to within the below applicable hours:
Compliant if responded within
Up to 8 hours
Dispatch Confirmation helps identify how quickly service providers respond to work orders that have high or medium business impact. Moreover, when service providers confirm the dispatch as expected, facility managers and locations can focus on other critical business operations.
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.
Work orders that service providers have completed (marked as Completed by the provider) are considered for this KPI. The statuses could be Completed/Pending Confirmation, Completed/Confirmed, or Completed. Work orders that have the category of Invoice only are not considered for this KPI.
This KPI provides visibility in terms of response time and time spent on site, which in turn provides transparency for invoicing. Check-in compliance also eliminates the need to enter check-in entries through the Web, thereby reducing administrative workload.
On-Time Arrival - Schedule Date measures the percentage of work orders for which the service provider was on site before the schedule date and time, which is, in most cases, the date/time generated by the system based on the work order priority. Work orders with the category Invoice only are not considered for this KPI.
This KPI is critical because it ensures minimum business losses due to facility management issues.
On-Time Arrival - Updated ETA measures the percentage of on-time arrival for work orders with an updated ETA.
This KPI covers scenarios such as:
- The store manager requesting a service provider to come at a different time due to customer influx at the original time.
- The service provider and client agreeing on a different date or time due to inclement weather.
While this KPI helps accurately measure effective communication of service providers for rescheduled work orders, a high number of work orders with an updated ETA may indicate service providers habitually rescheduling work orders to a later date.
First Time Completion measures the percentage of work orders that were fixed on the first visit. In addition, when you drill down this metric, you may see the number of visits the service provider made for each work order.
Work orders during the day are compliant when completed with one check-in and one check-out on the same day. Overnight work orders are compliant when completed in one check-in and one check-out, both occurring within 24 hours. Work orders that include proposals are not considered for First Time Completion.
First Time completion is preferred since a high number of recurring visits can increase costs, decrease service levels, and in the worst case scenario, have an impact on operations and sales.
Invoice Submission (within 30 days) measures the percentage of work orders with invoice submitted within 30 days of the work order being marked as Completed/Confirmed.
Submitting invoices in a timely manner ensures prompt payment for service providers and better control over spending for clients.
You may drill down the scores for KPIs to view/download information on work orders considered for the KPIs. From a drilled down report, you may also open and review work orders in Service Automation by clicking on the tracking numbers.
How To View/Download Work Order Information for KPIs
- Click a desired KPI score. Detailed information, including the tracking number, trade, category, priority, location, number of work orders, and the number of compliant work orders, appears in a pop-up window.
- Click the button that appears next to the name of the report at the top of the pop-up window. The Download As drop-down appears in a pop-up.
- Open the Download As drop-down list, and select the desired format. Detailed information downloads to your device.
Sorting a Report
You may sort a report (table) by any column header, such as tracking number, trade, category, priority, location, or number of compliant work orders. Sorting helps you focus on the desired criteria; for example, for the repair KPI First Time Completion, you may sort the list by Total Number of Visits made and review work orders with a high number of visits.
How to Sort a Report
- Hover your mouse over the desired column header. A sort button appears.
- Click the sort button to arrange the report by that column header.
You may view a drilled down report in the form of a table, line/bar graph, or pie chart by making the appropriate selection in the top-right.