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 Processing Time
The average time it takes for you to receive a new maintenance request, log it, and assign it to the correct person or vendor.
Target · <2 hours for urgent requests, <8 hours for routine requests A burst pipe report comes in from Berlin at 10 AM. You've logged it, identified the local vendor, and dispatched the work order by 10:45 AM, well within target.
Data Accuracy in CMMS
The percentage of work orders and asset updates you handle that have zero errors (e.g., incorrect asset ID, wrong vendor assigned, missing details).
Target · >99% accuracy Out of 100 work orders processed this month, only one had a minor typo in the asset description, meaning you hit 99% accuracy. We're aiming for near perfection here.
PPM Schedule Adherence Support
How well you assist in ensuring planned preventive maintenance (PPM) tasks are scheduled, confirmed with vendors, and completed on time, based on the planner's instructions.
Target · >98% of scheduled PPM tasks supported correctly The planner gives you a list of 50 upcoming boiler services across France. You make sure all 50 are booked with the right contractors and confirmed by their due date, with only one needing a reschedule due to contractor availability.
Vendor Invoice Matching Rate
The percentage of vendor invoices you process that accurately match the corresponding work order and agreed-upon costs, requiring minimal corrections from Finance.
Target · >95% first-pass match rate You process 30 invoices this month. 29 of them sail through Finance without a hitch because you've checked them against the work order and quoted price. That's a great result.
Responsiveness to Urgent Requests
Your ability to quickly acknowledge, understand, and action critical maintenance requests, especially those with immediate operational impact.
- Feedback from local facilities teams and property managers on your speed and clarity when an emergency hits. Your manager will notice if you're calm and methodical during a crisis call, rather than panicking. It's about how you handle the unexpected.
Organisational Skills & Follow-Through
How effectively you manage your own workload, prioritise tasks, and ensure that nothing falls through the cracks, from initial logging to closing out a work order.
- Your manager won't have to chase you for updates
- you'll be on top of things. Work orders won't sit unassigned for days. You'll keep your digital workspace tidy and easy to navigate. It's about consistent, reliable delivery.
Communication Clarity
Your ability to communicate clearly and concisely, both in writing (emails, work order notes) and verbally (phone calls), especially with non-native English speakers.
- Local teams understand your instructions without needing clarification. Your emails are to the point and contain all necessary information. You're not using jargon when you don't need to. Frankly, it's about getting the message across without fuss.
Proactive Issue Identification
Your willingness to spot potential problems or inconsistencies in data or processes and bring them to your manager's attention, rather than just waiting for instructions.
- You might notice a vendor consistently underperforming or a common issue cropping up in work order notes. You'll flag these things to your planner, even if it's not strictly 'your job' to fix them. It shows you're thinking, not just processing.
