Field Service Management | KPIs and Dashboards for Field Service

Field Service Management involves a combination of some or all of the following: CRM applications, work order management, dispatch, wireless technology, and historical customer service data. Field Service Management (FSM), also known as Field Force Automation (FFA), is an attempt to optimize processes and information needed by companies who send technicians or staff “into the … Read more

Dashboard for Service level KPI

  List of KPI’s and Metrics for Service level Comparison. Service Level Utilization Cash Collected Idle time service level details sales Collections Service Idle time :The Energy level style of graph doesnt make any sense.8% of what ? ( keep guessing) Utilization : 87% of what ? ( incomplete information ) Service Level : 92 … Read more

Metrics for Supply Chain Dashboard

Supply Chain KPI Listing Inventory Value Value of on-hand, WIP, and in-transit inventory on as-of date (by inventory category) Lines Late to Promise Lines shipped after promised ship date Lines Late to Schedule Lines shipped after scheduled ship date Lines Shipped Number of sales orders lines shipped Manufacturing Cost Variance (Actual – Standard Cost) / … Read more

Performance Metrics and KPI for Service Contract

Service Contracts KPI Listing Period Service Renewals Value Value of renewal contract lines that start in selected period Service Booked to Renewal Ratio Booked Value / Renewals Value (ratio of service renewal contract lines booked to service renewals with a start date on or before as-of date) Service Contracts Activated New Business Value Value of … Read more

Service Contract KPIs and Metrics

Service Contracts KPI Listing Beginning Active Service Contracts Value of active service contract lines at the beginning of selected period. Current Active Service Contracts Value of active service contract lines on the selected date Period Service Renewal Rate Period Service Renewals Booked Value / Period Service Renewals Value Period Service Renewal Uplift Sum of renewed … Read more

Service Dashboard Metrics and KPI

Service KPI Listing Repair Order Mean Time to Repair The average number of days required to repair the Item Repair Order Past Due Percent The percent of Past Due Repair Orders to total number of open Repair Orders Service Request Backlog Open service requests Service Request Close Time The average time to close (in days) … Read more

Service KPIs – 4

Service KPI Listing Inbound Service Level Percent of calls offered that are handled within Customer Wait Level Goal Inbound Service Requests Created Service requests created in call center Inbound Speed to Answer Average seconds call spent in queue before being answered Inbound Transfer Rate Percent of calls where agent received call and transferred it Inbound … Read more

KPIs and Metrics for Service Dashboards – 3

Service KPI Listing Field Service Technician Utilization Percentage of Field Service Engineer debriefed time over planned work time Inbound Abandon Rate Percent of calls where customer hung up before speaking to agent Inbound Agent Dialed Calls Total number of Calls manually dialed by agent Inbound Availability Rate Percent of time agents were logged in and … Read more

Key Performance Indicators for Service Dashboard- 2

Service KPI Listing Emails Composed Number of new outbound emails (not replies) generated from Email Center Emails Received Number of emails received by Email Center Emails Replied per Agent Hour Average number of email replies sent by an agent in one-hour of login time Emails Replied to Number of email replies sent from Email Center … Read more

Dashboard Metrics/KPI for Service – 1

Service KPI Listing Average Field Service Travel Distance Average of debriefed Field Service technician travel distance Average Field Service Travel Time (Minutes) Average of debriefed Field Service technician travel time Completed Repair Orders Repair Orders of status “Closed” with Close Date Email Backlog Number of open (un-responded) emails Email Customer Wait Time (Hours) Time when … Read more