Tag Archives: service
Service expenses
Definition:
Costs of services that has been given to a certain customer or a section of customers.
Calculation:
Sum of specified costs
This KPI is measured as: Financial Value (e.g. €, $)
Interpretation of results: Lower Is Better
Strategic objective:
Efficient operations
Costs of services that has been given to a certain customer or a section of customers.
Calculation:
Sum of specified costs
This KPI is measured as: Financial Value (e.g. €, $)
Interpretation of results: Lower Is Better
Strategic objective:
Efficient operations
Quality Service Guarantees issued (refund for poor service)
Definition:
Number of guarantee issues resulting in refund for poor service
Calculation:
Sum of issues
This KPI is measured as: Number (amount Of Units, Rating, Etc)
Interpretation of results: Lower Is Better
Strategic objective:
Increase profitability
Number of guarantee issues resulting in refund for poor service
Calculation:
Sum of issues
This KPI is measured as: Number (amount Of Units, Rating, Etc)
Interpretation of results: Lower Is Better
Strategic objective:
Increase profitability
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
