Tag: KPI

Time to Repair – KPI, Wicked Problem, or Both?

Time to repair equipment or restore capability in response to a trouble ticket is appealing as a KPI in a service contract. But is this number also too variable to pin down and agree over? Contractor circumstances, contingencies outside of the control of contractor or FM, and the importance to the FM parent organization of correcting the problem quickly can combine to make setting a standard time to complete unscheduled field service almost a wicked problem.

benchmarking, capability maturity, KPI

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