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)" <[email protected]> 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 > [email protected] > http://lists.bme.asn.au/mailman/listinfo/bmelist _______________________________________________ bmelist mailing list [email protected] http://lists.bme.asn.au/mailman/listinfo/bmelist
