Category Archives: After sales
Investment in new product support and training
Definition:
Amount of money that has been invested to increase the quality of product support.
Calculation:
Sum of investment in product support
This KPI is measured as: Number (amount Of Units, Rating, Etc)
Interpretation of results: Depends On The Goals
Strategic objective:
Skilled and experienced workforce
Amount of money that has been invested to increase the quality of product support.
Calculation:
Sum of investment in product support
This KPI is measured as: Number (amount Of Units, Rating, Etc)
Interpretation of results: Depends On The Goals
Strategic objective:
Skilled and experienced workforce
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
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
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
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
