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Service KPIs
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Technician Utilization Rate

Production Schedule Adherence

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Category:  
Strategic

Measures the percentage of a technician’s available work hours spent on productive service activities.

What it Measures ?

How much of a technician’s time is used.

Relevant StakeHolders 

Workforce Planning, Ops Team

Why it Matters ?

Enhances technician productivity and resource utilization.

In-depth Use Case / Real-world Example

Technician Utilization Rate is calculated by dividing the actual service time by the total available time for a technician. For example, if a technician has 160 available hours and works 120 hours on productive service, the utilization rate is 75%. This KPI is key for ensuring that service teams are effectively utilized, without being overburdened or underutilized. High utilization indicates that resources are being optimally allocated.

KPI Definition

Business Value

Movement Direction

Sample Formula

(Technician Work Hours / Total Available Hours) * 100

Should Aim For
1
2
3
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Calculates the average cost of delivering one hour of service, including labor, parts, and overhead.
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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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