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Joe Wang
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Key Performance Indicators
Scheduling and mobile technologies not only help retail organizations improve customer satisfaction, but also improve the overall performance of the organization to meet corporate key performance indicators (KPIs). KPIs typical FSOs focus on include the following:
- increasing utilization — i.e., the amount of work performed per tech — to drive profitability;
- improving productivity through more completed jobs per day, per tech (six jobs to 10 jobs is the goal);
- increasing schedule adherence to ensure commitments are kept — variation indicates opportunity for improvement.
- monitoring mileage cost and fuel utilization to decrease overall cost; and
- improving SLA adherence to ensure contractual commitments are made — missed SLAs contribute to poor customer satisfaction.
Joe Wang is the COO, Americas of ServicePower Inc., a provider of field service scheduling software.
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