Important KPIs to Improve Field Service Management
Each metric gives information. In theory, professionals can measure each aspect of the business when they are regularly measuring the business KPIs. Measuring these KPIs is equally important to every business but for field service companies measuring the same holds utmost importance. But how to identify the most crucial metrics that enable the business to grow as expended? What areas should be monitored? And which elements should be given the utmost priority?
These questions are valid for field operations. It is important for field service professionals to know how to optimize processes and measure the most important key performance indicators or KPIs.
Before we discuss the most crucial KPIs for field service management, it is important to mention that the selected areas of performance measuring are divided by role (distributors, schedulers, planners, managers, technicians, field service professionals).
In fact, the efficiency of all the workers working on-field and in offices impact the KPIs. But, in case of companies working as service organizations, the managers need to take into account some unforeseen circumstances that may arise, such as vehicle breakdowns, canceled appointments and employee’s absence owing to various unforeseen reasons. Therefore, it is always worth considering the scenarios when doing the business analysis.
So, which key performance indicators should managers monitor in field service organizations to optimize the service process?
Scenarios for dispatchers and schedulers
Number of field tasks closed by dispatchers: Merely scheduling tasks everyday doesn’t mean they will be completed the same day. However, it’s the completed work that offers the measure of a scheduler’s daily efficiency and gives the right indication of the dispatcher's actual potential.
Rescheduling ratio: The number of rescheduled tasks when divided by all tasks gives the indication on how much work is needed again. It also gives the indication on potential financial losses that results from lost working hours or lost customers as a result of these changes.
Scenarios for managers
Percentage on field service visits: There will always be unforeseen circumstances for managers within an SLA or service level agreement, so achieving 100% here is not possible, however, 80-90% is within reach. The management majorly depends on the manner of workforce management.
Average number of work orders completed in a single day: By monitoring the average number of service visits on a single day and optimizing the same, the number of tasks done in a single day can be increased. Optimizing is done to schedule the services in a better manner without leaving any loopholes in the process.
Number of vehicles used by field services: Keeping the track of vehicles being used
For delivering field services is equally important for measuring the right KPI. When your company is able to optimize some processes, visits, or schedules, it will automatically result in using less number of employees as well as fewer vehicles for service delivery.
Scenarios for managers
Technician’s idle time: Idle time does not mean that technicians are sitting idle and doing nothing on-field. This time could typically be the time spent by the technicians locating the keys or vehicles, waiting for parts to arrive, finding the best route to deliver services, and many other such issues. The monetary value of idle time can be calculated. Simply subtract the hours worked(technician’s) from the hours attended while completing a task. It will offer all the insights on actual working hours of the technicians.
Time taken to repair – This is the time taken to repair a given component or device. With this information, the services can be planned in a more efficient way. The information is easy to gather with the help of a field service management software. This time can easily be managed by taking help of experienced professionals rather than sending a less experienced professional on the field. A less experienced professional will take more time to conclude similar work that an experienced professional can do in a much less time frame. Knowledge on how to manage work orders and parts management can help conclude the job in a better manner.
In the end
With all the KPIs listed here for constantly monitoring the field service, the service process delivery can easily be mastered at different levels with the help of a field service software. Identifying all the negative metrics heavily impacting the services and improving them one after another will be the first step towards streamlining services in a better manner. Improvements that your business receives after these changes should always be measured by the previous one to ensure that the impact of change is truly there.