Business Context
Utilization of technicians refers to the actual time they spend servicing work orders in the field, as against the time they spend in related, peripheral, and unrelated activities. Non-service time includes drive time, regular break time, and vacation time. This enables organizations to know the overall productivity of technicians and the break-up of their nonproductive time.
This metric is measured based on the details of time spent as recorded by technicians for various activities related to and outside of work order servicing.
Utilization is calculated as follows for each day:
(Productive Time � Available Time) x 100
Utilization calculation is done both with Drive Time considered as Productive Time and Drive Time not counted as Productive Time.
Organizations can reap the following benefits by using this metric:
• Improve dispatch efficacy and thus technician utilization by knowing the overall impact of drive time on utilization.
• Know the relative productivity of technicians within and across teams and geographies, and use this information to identify avenues to increase productivity.