What are we measuring: Time Range: All time - Work tickets in scheduled status through last week with no future visits divided by the number of active branches in your system.
Why are we measuring: This helps us identify work that we believe should have already been completed or we have a visit scheduled to go back. This list prevents your company from forgetting to complete work tickets
Scoring: 0-50, 51-100, 100+
Recreate Metric: Work Ticket Module – Filters: Status in Schedule, Scheduled Start Date Through Last Week, Future Visits = 0
False Negatives:
- Seasonal snow tickets will show on schedule tickets no future visits until the next snow storm hits and that ticket needs rescheduled
- Unexpected delays mid job- you have done some work but you don’t know when you will go back to finish
Common Issues:
- We schedule a ticket, the work was completed but we forgot to complete the work ticket
- We schedule a ticket, the work was not completed, we need to schedule it again
Practical:
- Involve the account manager and operations manager when a work ticket needs to be rescheduled
- Turn this list into a dashboard and review weekly/monthly
Resources: