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.
SLA Adherence for Work Orders
How often you get maintenance tasks actioned within the agreed service level agreement times. This includes things like initial response, diagnosis, and repair commencement.
Target · >95% of WOs actioned within agreed timeframes If we have 100 urgent work orders in a month, you'd need to ensure at least 95 of them saw a technician on site or had a repair plan in place within the specified SLA, say, 4 hours.
Average Work Order (WO) Closure Time
The typical time it takes from a work order being raised until it's fully completed and signed off in the system, for standard priority tickets.
Target · < 48 hours for standard priority tickets If a non-critical light fixture needs replacing, we'd expect the whole process—from reporting to repair to closure—to typically wrap up within two working days.
First-Time Fix Rate (FTFR) with Key Vendors
The percentage of maintenance issues that are resolved on the first visit by a technician, without needing a follow-up visit for the same problem.
Target · Achieve >85% with key vendors You'll review vendor performance. If a plumber fixes a leak on the first visit, that's a first-time fix. If they come, say they need a part, leave, and come back, that's not. We want to see our main vendors getting it right first time, most of the time.
Reactive vs. Planned Maintenance Ratio
While you're not solely responsible for strategy, your execution influences this. We'll track how much of your work is 'firefighting' versus scheduled, proactive maintenance.
Target · Contribute to shifting towards 40% reactive / 60% planned If you're managing a region where 70% of work is reactive, your efforts to schedule more preventive checks and encourage local teams to report issues early should help bring that reactive number down.
Vendor Relationship Quality
How effectively you manage and maintain relationships with our external maintenance providers. This isn't just about getting quotes, but building trust and ensuring fair dealings.
- Vendors provide timely responses and competitive quotes. They're willing to go the extra mile in emergencies. You resolve minor disputes fairly. Feedback from local teams indicates vendors are easy to work with and reliable. You're not constantly having to chase them for basic information.
Problem-Solving Effectiveness
Your ability to not just fix the symptom, but to identify the underlying cause of recurring issues and propose lasting solutions. This shows you're thinking beyond the immediate fix.
- You use basic Root Cause Analysis (RCA) techniques (like asking '5 Whys') for repeat issues. You proactively suggest improvements to prevent future failures. Your manager trusts your judgment when diagnosing problems. You don't just 'pass the buck' on complex issues.
Compliance Adherence
Ensuring that all statutory and regulatory maintenance checks (like fire alarm tests or lift inspections) are scheduled, completed, and documented on time, avoiding penalties.
- No missed statutory Planned Preventive Maintenance (PPMs) within your portfolio. Audit trails in the CMMS are complete and accurate. You're aware of key local regulations and flag potential non-compliance issues to your manager.
Communication Clarity & Proactiveness
How well you keep relevant internal and external parties informed about maintenance progress, delays, and resolutions, especially across different time zones and languages.
- Local office managers rarely have to chase you for updates. You provide clear, concise summaries of complex issues. You use collaboration tools effectively to share information. You anticipate questions and provide answers before they're asked. No one is left guessing about the status of a critical repair.
