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.
Team Mean Time To Repair (MTTR)
The average time it takes your team to diagnose and fix a reported fault from when the work order is raised.
Target · Reduce team MTTR by 10% quarter-on-quarterIf your team's average MTTR was 6 hours last quarter, we'd be looking for it to be around 5.4 hours this quarter. This means getting your team to diagnose faster and have the right parts ready.
Reduction in Reactive Work Orders
The percentage decrease in unplanned, emergency repair requests across your managed properties.
Target · Shift work balance from 60/40 reactive/PM to 40/60 within 12 months.If you had 100 reactive work orders last month, we'd want to see that number drop as your team gets better at preventative maintenance. The goal is to be proactive, not constantly putting out fires.
Safety Incident Rate
The number of recordable safety incidents (e.g., minor injuries, near misses) involving your team or contractors under your supervision.
Target · Zero recordable safety incidents.This is non-negotiable. We're aiming for a perfect safety record. Any incident means we need to review procedures and training immediately to make sure it doesn't happen again.
PM Completion Rate (Team)
The percentage of scheduled preventative maintenance tasks completed by your team on time.
Target · 98% PMs completed on schedule.If your team has 100 PMs scheduled for the week, we expect 98 of them to be signed off as complete. This shows you're managing schedules effectively and keeping up with essential maintenance.
Team Development & Mentorship
How well you're supporting, training, and developing your direct reports, helping them grow their skills and confidence.
- Evidence includes positive feedback from your team during anonymous surveys, demonstrable skill improvements in junior technicians, successful delegation of complex tasks, and a clear reduction in recurring errors from your team members. You'll be seen as a trusted guide, not just a boss.
Effective Contractor Management
Your ability to coordinate, oversee, and hold external contractors accountable for their work, ensuring quality and adherence to schedules.
- This looks like projects completed on time and budget by external teams, minimal re-work required, clear communication logs with contractors, and positive feedback from the Facilities Manager on your project oversight. You're making sure we get value for money and a good job.
Proactive Problem Identification
Your knack for spotting potential issues before they become major problems, often through 'making rounds' or reviewing BMS data.
- You'll be flagging potential equipment failures during your daily checks, identifying recurring issues from CMMS reports, and suggesting improvements before they're forced upon us. The Facilities Manager relies on your eyes and ears on the ground.
Documentation Quality & Adherence
Ensuring your team consistently provides clear, accurate, and detailed notes in the CMMS for all work orders, including parts used and actions taken.
- This means fewer 'Office is hot' tickets and more 'Replaced faulty thermostat on AHU-4, Zone 3' entries. We're looking for complete work order histories that make future troubleshooting easier and build valuable asset data. You'll be reviewing your team's entries and providing feedback.