In the rapidly evolving world of fleet maintenance, measuring performance is becoming more challenging.
Between the increasing technological complexity of newer vehicles and the growing severity of the truck technician shortage, fleets are relying more heavily on third-party service providers.
For some fleets, this has created different ways of measuring performance, as they’ve historically measured some aspects of internal shop performance with one set of metrics and third-party shop performance in certain cost and efficiency areas with another.
Do your fleet maintenance KPIs differ? Learn how to apply a unified set of KPIs to your in-house fleet maintenance and your third-party service events. Then, learn which technologies you need to more effectively track these performance indicators.
Internal vs. Third-Party Fleet Maintenance Management KPIs
Fleets that perform a significant amount of their maintenance and repairs in-house often focus performance tracking on technician productivity and effectiveness. In other words, how much time do technicians spend turning wrenches and how quickly are they completing operations.
The time it takes internal technicians to perform repairs is often tracked against a standard repair time (SRT). Effectively tracking this type of performance requires capturing the right data and information, especially VMRS codes. In fact, VMRS Code Key 19 provides a standard way to capture and report on “Indirect Labor Hours.”
Some examples of indirect labor hours include training, meetings and personal paid time.
For specific operations, VMRS coding is important because different technicians are likely to perform differently on certain types of repairs and service events. Having a standard way of reporting against SRTs based on specific VMRS codes gives you insight into where training may be required or which technicians to assign to specific jobs.
When reviewed in the context of a parts management system integrated into a Service Relationship Management (SRM) platform, VMRS codes also help shops improve performance by giving technicians on the repair floor greater visibility into whether required parts are available. If he knows a part is not available, the technician won’t need to waste time walking to the parts room and waiting for the person managing the room to look up the part.
Third-party service providers typically have similar KPIs for their technicians (and may similarly benefit from consistently capturing VMRS coding data). However, without the right tools to share event-related information, fleets lack visibility into providers’ operations. This leaves fleets flying blind in many cases and manually entering lots of data after the fact.
Measuring Internal Shop and Third-Party Provider Performance with SRM
Fleets would greatly benefit by applying a holistic set of KPIs for all of their service and repair events, whether performed in-house or by third-party providers. After all, downtime is important no matter where an asset is being serviced.
While fleets will always have some variance in the KPIs they track surrounding fleet maintenance, the five metrics with the greatest impact on operational efficiency and profitability that should be captured no matter where the service event takes place are:
- Preventive maintenance (PM) currency
- Cost and frequency of VMRS-coded operation by make, model, year and mileage
- Cost and frequency of breakdown events
- Frequency of breakdowns between PMs
With a Service Relationship Management (SRM) platform, fleets and service providers can quickly access the information they need to track these KPIs, and adjust operations as necessary.
For instance, if a fleet notices a high frequency of breakdowns between PMs but also notices that PMs are current, it may want to adjust its PM schedules based on asset history to help avoid costly breakdowns. Fleets might also notice that certain third-party providers perform some repairs more quickly than in-house shops. By outsourcing more of these particular repairs to third-party providers, fleets may be able to improve profitability by reducing downtime.
The key to success is knowing which KPIs to track and having the right tools to track them.
Fleet Maintenance Managers, Join the Conversation
What KPIs do you track in your fleet maintenance operations? Do you apply the same set of KPIs to your in-house resources as you do to your third-party providers? Have you adjusted your KPI-tracking in a way that positively impacted profits? Please share your thoughts by posting a comment below.
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