Category Archives: After sales

Quality Assurance failure time

Definition:
The mean time between Quality Assurance (QA) failures

Calculation:
Time of last failure - time of the failure before.

This KPI is measured as: Time (e.g. Years, Minutes)

Interpretation of results: Lower Is Better

Strategic objective:
Efficient operations

Service requests outstanding

Definition:
Service requests (faults, works requests) outstanding. This can be used as an indicator for the workload for the after sales department , or to measure the trend line of numer of outstanding requests. A rise in request may point to low production or service quality.

Calculation:
Sum of service requests with status outstanding

This KPI is measured as: Number (amount Of Units, Rating, Etc)

Interpretation of results: Lower Is Better

Strategic objective:
Retention of customers/minimize negative comment in the marketplace

Number of defect goods on installation

Definition:
Number of goods that are defect on arrival at the place where they have to be installed, including the problems that occur within the first 90 days of operation.

Calculation:
Sum of the number of defect goods

This KPI is measured as: Number (amount Of Units, Rating, Etc)

Interpretation of results: Lower Is Better

Strategic objective:
More reliable products