Reports and Metrics

Choose a small set of KPIs that encourage the right behavior and review them on a cadence your team can sustain.

Core KPIs#

• Completion time – median days from intake to completion.
• First-visit fix rate – jobs completed without return visits.
• Order aging – count by status with thresholds.
• Parts usage – cost and quantity by technician and location.

Cadence#

• Daily: assignment balance, overdue approvals, parts inbound.
• Weekly: aging review and rebalancing, coaching notes.
• Monthly: trends, catalog corrections, policy updates.

Turning Insight Into Action#

• Coach for documentation clarity; good notes reduce support load.
• Fix systemic friction: catalog aliases, default statuses, or forms.
• Recognize wins: fast fixes and clean customer communication.