Score and Grade Calculation

    The Repair and Maintenance tabs display the scores for each Key Performance Indicator (KPI) and the overall grade.

    The score for a KPI is the percentage of work orders that meet the criteria for that KPI. Grade represents the range the overall score falls (for the selected custom date range). See Grades and Corresponding Scores for information on determining grades.

    Score/Grade Calculation for Repair Work Orders

    Below is an example of score and grade calculation for Repair work orders, showing the scores for individual KPIs, overall score, and grade.

    Score Calculation

    The score for an individual KPI is the percentage of work orders that meet the criteria for that KPI.

    Note: The total number of work orders considered for each KPI may be different. For example, for Dispatch Confirmation, only work orders having a priority of up to 72 hours are considered; whereas for First Time Completion, all work orders (without proposals) are considered. See Repair KPIs for more information.

    Repair KPI

    Number of Compliant Work Orders

    Total Work Orders

    KPI Score

    (%, rounded to the nearest whole number)

    Dispatch Confirmation

    726

    900

    81%

    Check-in Compliance

    519

    1,044

    50%

    On Time Arrival ­- Schedule Date

    403

    639

    63%

    On Time Arrival -  Updated ETA

    200

    236

    85%

    First Time Completion

    500

    1,000

    50%

    Invoice Submission (within 30 days)

    778

    976

    80%

     

    Grade Determination

    The grade is determined based on the overall score for the selected custom date range. The overall score is the percentage of compliant work orders for all KPIs in the date range considered, and is calculated as below:

    Overall score = Sum of compliant work orders for all KPIs / Sum of all work orders considered for all KPIs

    The overall score for the above example is 3,126/4,559 = 69%. The corresponding grade is B. (See Grades and Corresponding Scores for details on grades and the corresponding scores.)

    Note: The On-Time Arrival - Schedule Date and On-Time Arrival - Updated ETA KPI scores are averaged and considered one entity for the overall grade. For this combined entity, compliant work order count is the sum of compliant work orders for the two KPIs, and the total number of work orders is the Total Work Orders listed in the On Time Arrival ­- Schedule Date KPI row.

    Score/Grade Calculation for Maintenance Work Orders

    Below is an example of score and grade calculation for Maintenance work orders, showing the scores for individual KPIs, overall score, and grade.

    Score Calculation

    The score for an individual KPI is the percentage of work orders that meet the required criteria for that KPI.

    KPI

    Number of Compliant Work Orders

    Total Work Orders

    KPI Score (%, rounded to the nearest whole number)

    Check-In Compliance

    401

    437

    92%

    Schedule Date Entry Confirmation

    200

    437

    46%

    On Time Arrival -Updated ETA

    400

    437

    92%

    Scheduled Work Orders Completed

    350

    387

    90%

    Grade Determination

    The grade is determined based on the overall score for the selected date range. The overall score is the percentage of compliant work orders for all KPIs in the selected date range, and is calculated as below:

    Overall score = Sum of compliant work orders for all KPIs / Sum of all work orders considered for all KPIs

    The overall score for the above example is 1,351 /1,698 = 80%, and the corresponding grade is A. (See Grades and Corresponding Scores below for details on grades and the corresponding scores.)

    Grades and Corresponding Scores

    The score range and corresponding grades are as below.

    Grade

    Score

    A+

    More than or equal to 90%

    A

    80 - 89%

    B

    60 - 79%

    C

    25 - 59%

    D

    Less than 25%