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Service KPIs
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Downtime Due to Service Issues

Production Schedule Adherence

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Category:  
Operational

What it Measures ?

How long services are unavailable due to issues.

Relevant StakeHolders 

Maintenance, Ops Managers

Why it Matters ?

Minimizes downtime caused by service delays.

In-depth Use Case / Real-world Example

In manufacturing, downtime means lost output. If a press machine is idle for 10 hours a month due to slow service, this is a clear operational risk. The goal is to minimize this through faster response, better planning, and proactive maintenance. Monitoring downtime helps teams understand the real business cost of poor service delivery.

KPI Definition

Business Value

Movement Direction

Sample Formula

Total Downtime Due to Service Delays

Should Aim For
1
2
3
Track Similar KPIs
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Warranty Repair Completion Time
Measures the average time taken to complete repairs that fall under warranty coverage.
Missed SLA Penalties
Tracks the number or cost of penalties incurred due to missing agreed-upon service level timelines.
Downtime Due to Service Issues
Service Order Accuracy Rate
Measures the percentage of service orders completed correctly without errors.
Customer Wait Time
Measures the average time a customer waits between logging a request and receiving the first service action.
Number of Open Tickets
Indicates the current volume of unresolved or pending service tickets in the system.
Service Workflow Efficiency
Measures how streamlined and effective the end-to-end service process is—from request to resolution.
Adherence to Preventive Maintenance Schedule
Tracks how consistently scheduled maintenance is performed on time as per plan.
Number of Repeat Service Calls
Measures how often the same issue requires multiple visits or follow-ups to fully resolve.
Field Technician Travel Time
Measures the average time technicians spend traveling to service locations.
Parts Inventory Accuracy
Evaluates the consistency between actual physical inventory of service parts and recorded inventory in the system.
Customer Follow-Up Rate
Measures the frequency of proactive follow-ups made with customers after service completion.
Number of Tickets Handled per Technician
Tracks how many service tickets are closed by each technician within a set time frame.
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