• Replies 12 replies
  • Subscribers 2 subscribers
  • Views 2 views
  • Users 0 members are here
Options
Related

What KPIs do you track for your field operations? What does 'good' look like?

Brandon Okafor

My team is at the point where we need to get serious about performance measurement. Right now we're tracking basic stuff — jobs completed, revenue per tech, first-time fix rate — but I don't have a clear picture of what "good" actually looks like in this industry.

What KPIs are you actually using? Not the ones you think you should track, but the ones that drive decisions in your weekly ops meetings. And what are your targets? I need something concrete to benchmark against.

For context: 14 technicians, HVAC and light commercial electrical, mostly service calls with some installation work.

Parents

  • I'd challenge the premise slightly. Before selecting KPIs, ask what problem you're solving.

    If cash flow is tight, days-to-invoice and first-time fix rate matter most. If you're losing technicians, utilization and callback rate are secondary to schedule stability and overtime hours.

    At your size, I'd recommend three metrics maximum for your weekly standup. More than that and you're measuring, not managing. My suggestion:

    1. Revenue per technician (weekly trend)
    2. First-time fix rate (quality signal)
    3. Schedule adherence (customer commitment)

    Everything else is monthly review at your scale.

Reply

  • I'd challenge the premise slightly. Before selecting KPIs, ask what problem you're solving.

    If cash flow is tight, days-to-invoice and first-time fix rate matter most. If you're losing technicians, utilization and callback rate are secondary to schedule stability and overtime hours.

    At your size, I'd recommend three metrics maximum for your weekly standup. More than that and you're measuring, not managing. My suggestion:

    1. Revenue per technician (weekly trend)
    2. First-time fix rate (quality signal)
    3. Schedule adherence (customer commitment)

    Everything else is monthly review at your scale.

Children
No Data