The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
Work Order Entry Accuracy
How accurately you log new maintenance requests into our CMMS system.
Target · <5% error rate If you log 100 work orders, we'd expect no more than 5 to have incorrect details like wrong tenant name, incorrect issue type, or missing contact info. Getting the room number wrong means a technician goes to the wrong place, which is a waste of time.
PM Schedule Adherence Support
Your contribution to ensuring preventive maintenance tasks are logged and closed on time.
Target · >98% of assigned PM tasks supported on schedule If the system shows 50 PM tasks due this month, you'll help ensure that 49 or more are correctly entered, assigned, and marked as completed in the CMMS. Missing one could mean a critical piece of equipment isn't checked.
Vendor COI Documentation Completion
The percentage of new vendor Certificate of Insurance (COI) documents you correctly process and file.
Target · 100% completion for new vendors When a new contractor comes on board, you'll make sure their COI is in the system, valid, and filed correctly before they even set foot on site. Missing this is a huge risk, so it's non-negotiable.
Response Time for Initial Triage
How quickly you acknowledge and begin processing an incoming tenant request.
Target · <15 minutes (during office hours) A tenant emails about a 'hot/cold call' at 10:00 AM. You should have acknowledged it and started creating a work order by 10:15 AM. Quick acknowledgement, even if it's just 'we've received your request,' goes a long way.
Team Support & Proactiveness
How well you support the wider team and anticipate needs, rather than just waiting for tasks.
- You'll be seen asking 'Can I help with anything?' when your primary tasks are done. You might notice a common issue and suggest adding it to a checklist. You're not just doing what's asked, but looking for ways to make things easier for others. For instance, pre-emptively printing out work orders for technicians before they ask.
Adherence to Procedures
Following established checklists and guidelines for all routine tasks, especially for safety and compliance.
- Your work orders consistently follow the correct naming conventions and contain all required fields. When asked about a process, you can clearly explain the steps. You're the one who points out when someone else might be cutting corners, because you understand why the process exists. For example, always getting an 'above-ceiling permit' before allowing work to start.
Learning & Development Engagement
Your willingness to learn new systems, processes, and building fundamentals.
- You'll ask thoughtful questions about 'why' we do things a certain way. You'll take notes during training and refer back to them. You'll show genuine curiosity about how the HVAC system works or what 'MEP' actually stands for. You're not afraid to admit you don't know something, but you'll actively seek the answer.
Communication Clarity
How clearly and concisely you communicate updates, issues, or questions to your manager and the team.
- Your emails are easy to understand, getting straight to the point. When you escalate an issue, you provide all the necessary context without rambling. You can explain a problem to a technician without using jargon they won't understand, and vice-versa. For example, when updating a tenant, you clearly state the next steps and estimated time.
