Good comments. We have looked here at using our equipment risk classifications, that are used for things like PM scheduling, as the basis for breakdown repair performance reporting. Unfortunately there is not necessarily a match given the different circumstances. Things that we consider as being within a low risk category from a PM perspective, such as light sources or camera systems, can be the source of very urgent service requests in the event of an unexpected failure. Reporting on outcomes rather than outputs is very much at the heart of the issue as you say. A phone conversation with a colleague about this earlier today revealed an example of reporting that included number of jobs done, number of PM completed, number of procurement projects completed......none of which begin to touch on the question of whether the service is living up to customer expectation., simply outputs. Possibly very useful as a management tool but not as a customer satisfaction indicator. Some other suggestions include "Number of reported patient incidents involving equipment" or "successful ACHS accreditation outcome" but I have a couple of reservations around how coarse these are. There can be quite a long lead time. The number of incidents may grow over time and ACHS surveyors may find problems that are the result of decisions made 5 years earlier....difficult to turn things around from that point. Also the indicators measured may be catastrophic from either a clinical (bad patient outcome) or a business (failed accreditation survey) perspective. Thanks Adrian
-----Original Message----- From: Sanjeev M H [mailto:sanjeev...@yahoo.com] Sent: Friday, 10 January 2014 10:01 AM To: Richards, Adrian (Health) Cc: bmelist@bme.asn.au Subject: Re: [bmelist] KPI's around meeting customers expectations Thanks Adrian, I think we should focus on the 'outcomes' rather than just the 'outputs' in measuring KPIs. For example, in a hypothetical Biomed department the % of completion of repairs can be 99% with 1% remaining equipment that is the 'critical equipment' such as defibrillators or ventilators. This might hide the actual poor quality of service. It is better to have some 'weight' factors for each type of equipment to make these KPI more relevant. Same sort of 'risk' based weight has to be assigned to the % of completed PM, so that if the risky equipment is not serviced on time, it shows as poor KPI. We are developing a similar risk+criticality based categorisation of the equipment for calculating the KPIs used. Regards, Sanjeev Hiremath Biomedical Engineer (PACTAM) Republic of Palau Sent from my iPad On Jan 10, 2014, at 7:42 AM, "Richards, Adrian (Health)" <adrian.richa...@health.sa.gov.au> wrote: > Hi > We are re-visiting our KPI's at the moment and I am interested in what people > may be using as a measure of meeting customer service level expectations. > There are the usual ones such as average turnaround time for repairs, % > repairs completed in same day/week, % of scheduled PM's completed within a > specified period etc etc. > Has anyone taken metrics such as this a step further? For example if > reporting on "% of jobs completed same day", this gives no information on > whether the jobs being completed are the ones that actually matter. It > becomes relatively easy to simply manage the KPI by completing all of the > quick and easy jobs and mis-managing the important or urgent ones. I am > particularly interested in what processes people may use when getting > customers to define a level of urgency. Simply stating "urgent" does not mean > a great deal, it is very contextual. We could ask customers to specify a time > line for example e.g. <1hour, same day, same week etc or we could simply > survery them occasionally asking "Does our repair turnaround time meet your > expectatioins?" > Please share your thoughts and/or strategies around this Thanks Adrian > _______________________________________________ > bmelist mailing list > bmelist@bme.asn.au > http://lists.bme.asn.au/mailman/listinfo/bmelist _______________________________________________ bmelist mailing list bmelist@bme.asn.au http://lists.bme.asn.au/mailman/listinfo/bmelist
