In this competitive business world, every business leader wants to sustain their business success forever. To achieve consistency in success every field service professionals has to take steps of reassessing and making improvements in business processes.
A fundamental facet of achieving success is analyzing the business operations and finding problem areas. Fortunately, many field service management solutions allow companies to track business operations as metrics and analytics that provide easy access to unparalleled insights into their business. In order to find the actual potential of business and phase to improve, constant measurement of performance is required. KPIs (Key performance indicators) are metrics that help business owners to track performance and find deviations in processes. Regular tracking of field operations will support making necessary improvements at right time to achieve the strategic goals of the company.
Benefits of KPIs:
• Easy problem identifications
• Self-evaluation of employee’s productivity
• Better understanding of customer behavioral
• Helps to provide enhanced service
Every organization maintains different KPIs for its performance measurement. So coming to field service KPIs, it should cover some particular types of profit margins, field service executive’s performance, and service profitability. Here is the list of commonly measured KPIs for field service organizations to get maximum benefits.
Tasks completion – Day/Week/Month:
KPIs help not only managers but also field technicians. Collecting reliable data of field workers’ performance gives transparency for every individual to self-evaluate and achieve recognition for their best work.
Monitoring the number of tasks completed by a team or individual is a good metric to measure and analyze the time taken for every task’s completion. If the time spent on a single task is longer than average, indicates some disruption in workflow or lack of technology, or low productivity of the employee.
Task Closure at the First Time Rate:
Tracking the number of tasks completed at the first time customer requested is an important metric to measure. This metric measurement is key to identifying barriers and possibilities of job completion in the shortest time. And also the low first-time rate of job closure will automatically create a negative impact on customer relationships and shows ineffective use of field force.
Technician Utilization:
Measuring technician utilization is an important insight to analyze the productivity of individual field service employees. It gives the amount of time spent and active work engagement of individual fieldwork for a day.
Activities of field workers to be measured that can create an impact on productivity utilizations are:
• Time intervals taken between jobs
• Time duration is taken to restock from warehouse
• Paperwork
• Time is taken to understand an unclear information
These activities measurement helps to improve the work schedule and dispatch of field workers and also ensure equipment requirements for their work.
Customer Satisfaction:
Customer metrics are a significant insight to measure service quality and business view of customers. Using short surveys or other review methods helps to understand the effectiveness of customer interactions. Based on the reviews company can understand their customer values and individual employee performance to concentrate improvement on this area. Using these reviews company can target satisfied customers to serve again and convert them into loyal customers. For the case of customer dissatisfaction, one can find the issues by connecting with other metrics.
Understanding the importance of KPIs metrics and implementing it in your organizations will definitely provide you with the strength of the company and various opportunities for company development. Trinetra iway’s field service employee tracking software will help you track all the above KPIs metrics data easily and generate analytics reports for identifying the problem areas to improve the business processes effectively. Contact us for a Free demo and understand our features that can help you reliably. To know more about us click our website.
