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What are the 5 KPIs for monitoring field service engineers performance? Posted: October 27, 2017 @ 9:33 am |
For any field service business, its engineers clearly play a vital role. And for most field service businesses, it’s fair to say, have KPIs for monitoring their performance. But are they the right field service engineer performance KPIs? Most field service engineer performance KPIs are pretty standard, you might think. Well, maybe so. But in our view it’s all too easy for engineer performance KPIs to be oriented around a very narrow group of metrics, often associated with engineer labor utilization, and direct cost control. Yet while these are important, they aren’t the only areas that effective field service engineer performance KPIs should cover. Let’s take a look. Fix rate for first time - First time fix rate is a key for customer satisfaction: when a piece of equipment is broken, there are few things as annoying as when a field service engineer turns up to repair it, but can’t. Wrong tools, wrong spare parts, wrong fault diagnosis, wrong engineer skill set—the causes are countless. And yet most can be managed away through better training, a better field service management system, and better control—leading straightaway to an increase in the first time fix rate, and happier customers. Punctuality - A field service engineer who doesn’t manage to fix the fault is a field service engineer who doesn’t arrive on time. Granted, it can be difficult to predict traffic conditions, even with route scheduling software. But a field service management system that tracks punctuality as an engineer performance KPI can help to pin down other, less valid causes of poor punctuality, including engineer-specific ones such as taking excessive meal and coffee breaks, and lingering to chat to customers. Payment Time -It’s very important to keep an eye on field service engineer - every field service company knows that. But a high level of utilization isn’t necessarily the same as a high level of working hours. For one reason, that’s because obvious reduce in productivity—such as time spent driving to site, and delays—reduce the potential for working time. But so do less obvious drains on productivity, such as time spent on administration. And an appropriate field service engineer performance KPI can help you to get a handle on such losses of working hours. Overtime working hours – Overtime working can be a good thing: field service engineers who are happy to put in a few extra hours to fulfil a promise made to a customer, for example, or who are ready to work on weekends in order to deal with a sudden breakdown. Although overtime can also be a bad thing, reducing profits by adding to labor costs without a compensating rise in profits. And striking the right balance can be a tricky combination. Upselling rate for Profit - Finally, it can be very much important to track individual field service engineers’ upselling rate: how often do your engineers actually upsell, and which engineers perform best at it? Without specifically tracking this data through field service engineer performance KPIs that specifically look at upselling, getting a exposure on engineers’ performance in this respect can be difficult.
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