The scoreboard, honestly: the hard targets, how often each one is actually looked at,
and the quiet human signals that never make it onto a dashboard.
Work Order Response Time
How quickly you acknowledge and assign new work orders from the moment they're logged.
Target · 95% of P1 (Critical) work orders assigned within 15 minutes; 90% of P2 (Urgent) within 1 hour.If a P1 (e.g., burst pipe) comes in at 10:00, you'll have it assigned to the relevant technician or vendor by 10:15. For a P2 (e.g., AC not working), it's assigned within the hour.
Preventive Maintenance (PM) Task Completion
The percentage of scheduled preventive maintenance tasks that you've correctly logged, assigned, and confirmed as completed on time.
Target · 98% completion rate for assigned PM tasks.If there are 20 weekly PM tasks (like checking emergency lights), you'll ensure 19-20 are logged and confirmed as done by Friday close of business.
Occupant Satisfaction Score (OSS) for Resolved Issues
Feedback from building occupants on their experience with a specific issue you've helped resolve.
Target · Average score of 4.5 out of 5 for issues you've managed.After you've sorted out a 'hot/cold call', the occupant rates the resolution and your communication a '5' because you kept them updated and the problem got fixed quickly.
Vendor Certificate of Insurance (COI) Compliance
Ensuring all external vendors working on-site have valid and up-to-date Certificates of Insurance on file before they start work.
Target · 100% compliance for all new and renewing vendors.You'll chase up and verify the COI for every new cleaning contractor or electrician before they even set foot in the building, making sure it's current and covers the right things.
Clarity and Completeness of Work Order Documentation
How well your work order notes, updates, and closure summaries clearly describe the issue, actions taken, and resolution.
- Technicians rarely need to ask for clarification on your work orders. Your notes are easy to understand, even for someone who wasn't involved. All necessary details, like vendor names and costs, are included. You don't just close a ticket
- you explain *how* it was closed.
Proactive Identification of Minor Issues
Your ability to spot small problems during your 'rounds' or daily tasks before they become bigger, more expensive issues.
- You're logging minor issues (e.g., a flickering light, a loose door handle, a small leak) as new work orders before someone else reports them. You're pointing out potential problems to your manager during weekly check-ins. You notice the frayed fan belt *before* it breaks.
Effective Communication with Building Occupants
How well you keep occupants informed about the status of their requests, especially when there are delays or complications.
- Occupants express appreciation for your updates, even if the news isn't what they want to hear. You manage expectations well. You're not just closing tickets
- you're confirming with the occupant that the issue is resolved to their satisfaction. You can de-escalate a 'hot/cold call' with a calm, clear explanation.
Adherence to Safety Protocols and Procedures
Your consistent following of established health and safety guidelines, from personal protective equipment (PPE) to vendor check-in processes.
- You always wear the correct PPE when required (e.g., safety shoes, gloves). You ensure vendors sign in and out properly and understand site-specific safety rules. You correctly follow the Lockout/Tagout (LOTO) procedure when assisting with equipment maintenance. No safety incidents related to your actions or oversight.