When Time Is Limited, Keep Your Eyes On These Metrics And Dig Deeper As Needed.
Here is a list of 12 key metrics behind the 4 critical KPIs for facility managers. Track these in your CMMS, establish benchmarks, and make improvements. You’ll see incredible improvements in performance, productivity, efficiency, and maintenance spend over time. Read more on 4 Critical KPIs for Facility Managers here.
Response Time: You can look at two different metrics here. Time to arrive (# hours) after work order (WO) is dispatched. Time to complete (# hours/days) after a WO is dispatched. Service level agreements should establish response times based on the severity of the service call.
Contract Compliance: Service level agreements will establish a number of benchmarks for your service providers. Be sure to track, report, and respond to deviations from the agreed upon service level.
Pro-activity: View the number WOs identified by Facilities Department staff. You want your facilities team to be more proactive than reactive. You can also look at the number of reactive versus scheduled WOs.
Preventative Maintenance (PM) Scheduling: For each property there should be list of equipment and services that require preventative or scheduled maintenance contracts. Look at the percentage of trades covered under a PM Agreement. Annual or seasonal contracts should be evaluated, put out to bid, and awarded each year or season to ensure higher levels of service and competitive pricing.
Work Order (WO) Close Rate: Average number of days from WO submission to closeout – by week, month, and year. This will be an indicator of how efficiently the Facilities Team is coordinating work.
Occupant Satisfaction: This can be objectively measured in several ways through formal surveys of building occupants and/or having your facility team record feedback from occupants that they come across in their daily activities. One way to gather data would be to set up a simple, automated survey that gets sent out after a work order is complete to the person who requested the work.
Work Order By Trade: View number of WOs per trade category. If there are items consistently being fixed, that might indicate a need for replacement.
Energy Management: For the purpose of this article, it’s important to note that there are many Energy Management metrics that CAN be tracked in a CMMS, but it is more likely to find quality data through additional technology such as a Building Information System or by a simple audit of utility bills.
Work Order Cost per Trade: Aggregate costs associated with trades such as plumbing, HVAC, and electrical. Where are you spending the most money? The cost usually goes hand in hand with the number of WOs and will indicate areas that need to be evaluated further.
Invoice Accuracy: This is a subjective metric involving the customer, service provider, facility coordinator, and accounting department. Be mindful of the invoicing process
Not to exceed (NTE) per Trade: How many WOs were sent for approval because they exceeded NTE? This one question can lead to many more questions, but will help make the work order process run more efficiently from open to close out. Are NTE’s at a level that allows work to be done in a timely manner without too many delays for review? Are NTEs set too high and put you over budget?
Annual Spend Data: Aggregated historical data in CMMS can be used to more accurately budget.
Read more on 8 Reasons to Keep Thorough Track of Work Orders.
Written By: Mariel Nowack, ONE SOURCE Companies