HMC Workbook

Process Metrics / Goals These process metrics are tracked in the MDI file and help drive our Key Performance Indicators (KPIs). The metrics are instrumental in gauging the efficiency, responsiveness, and overall performance of the team or Technician, providing valuable insights for continuous improvement efforts. The MDI file serves as a central hub for monitoring and analyzing these critical process metrics, enabling informed decision-making and proactive adjustments to enhance operational outcomes. Time Entry Analysis Report • Wrench Time (WT): Definition: Total actual working time clocked into a work order. Report Reference: Time Entry Analysis. • Work Orders: Definition: Total work orders “touched” (responded to and/or completed) for EUR. • TOTG (Time Out the Gate): Definition: Time of the first punch into a work order. • WT Goal (>6 hrs.): Definition: Wrench Time goal set at greater than 6 hours; some sites may incorporate higher wrench time once they sustain the 6-hour goal. YSR Performance Detail Report • Productivity %: Definition: Total Completed Work Orders divided by Total Calls Received. • Response/Completion Times (> 95%): Definition: Ensuring that response and completion times are greater than 95%. MDI Template • Average WO/Weekday: Definition: Total work orders “touched” (responded to and/or completed) for the team or Technician based on working days. • Average Wrench Time/Weekday: Definition: Total wrench time for the team or Technician based on working days. • WO Delta: Definition: Month-over-month changes in total work orders touched (shown on the MDI file). • WT Delta: Definition: Month-over-month changes in total wrench time (shown on the MDI file). • Satisfacts (Question 3): Definition: Feedback from customers related to satisfaction (Question 3).

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