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
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