Field Service Metrics: Are You Measuring The Right KPI's?
In order for field service organizations to stay ahead of the game and continue to obtain and retain customers, service managers must have a solid understanding of how their field operations are performing at all times. Knowing if customer service is balanced with operational efficiency and cost is a major challenge but one which can be achieved though setting and measuring Key Performance Indicators (KPI’s). KPI’s provide visibility into field operations so that service managers they can manage key business areas and make improvements where needed.
Many service managers have begun to put KPI’s into practice. However, with many industry benchmarks available for a wide range of field service KPIs, knowing what KPI’s you should be measuring and how to measure them effectively, can be a challenge.
Understandably, no field service organization has exactly the same requirements and KPI’s will differ depending on the nature of the business and the service level requirements of their customers. Equally, individuals within the same organization will have different needs, depending on their role and the metrics that are important to them.
Of the utmost importance is that your metrics have three key attributes - that they are relevant, accessible and actionable. A good start would be to focus on one or two metrics that are tied to the profitability of your service organisation, such as efficiency and customer service. These two aspects of the business go hand in hand and should always be measured together because changes in one will affect the other. Consequently, if you are only measuring one side you won’t know the side effects.
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