One of the most fulfilling aspects of any job is to have clear expectations for what makes a “great day” and to be rewarded when you get there. In field service, you set targets for key performance indicators (KPIs) to set crystal clear expectations for each technician.
Some tips for rolling out a dashboard effectively:
1. Start Slowly
I get it, you’re excited to have the data to share with the team. People can only digest so much at once, so start with the most pressing KPI first, then roll out others once you get the first one well understood and heading in the right direction.
2. Communicate Clearly
Make sure that your team is fully aware of how the measure is calculated, why it matters (not just for the company, but for the customer, the company AND the technician). Once everyone is trained, have them sign off (a physical signature with a pen works best) that they understand the measure and the target. When you ask for a signature you will flush out those final few questions and clarifications that would otherwise be ignored.
3. Communicate Often
A daily meeting to review yesterday’s results, reward the team and share feedback will keep the focus on each new metric and build teamwork in achieving the target.
4. Set Achievable Targets
Setting a target that is not achievable is demoralizing. Early on, set targets for the week that you know the team can achieve. When they get there, reward improvement and set the new target. This reinforces the fact that the team will benefit when we make progress and spur them on to come up with new ways to improve.
5. Recognize Excellence
As you set targets there will be some technicians who naturally rise to the occasion and overachieve. First, make sure they are doing this without sacrificing other measures. You don’t want to find out productivity is through the roof, but quality and customer satisfaction have tanked. If the technician has achieved productivity improvements “the right way”, then reward them publicly. The “right” team members will follow along.
You might recall the story of the first time a man ran a mile in less than four minutes. Roger Bannister’s record lasted only 7 weeks before John Landy broke it. Then, only weeks after that, the two ran a race where both finished under 4 minutes for the first time ever. Once thought an impossibility, the record would continue to drop to this day.
If you demonstrate what’s possible, it raises expectations, and performance, for the rest of the pack.
6. Measure at the Technician Level
Once the dashboard is in place and you’ve worked out the kinks, set monthly targets for each technician and meet with them to discuss their individual performance. Remember that everyone is different. Some technicians have more complex work, some spend time coaching others, some are new and need extra help. Define the targets accordingly.
Can your employees describe the technician dashboard in detail? Do they know their personal targets and what they are working on to improve?
Share your experiences in the comments below and learn more about field service transformation with Chapman Management Solutions at www.chapmansolutions.ca.
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