Business Context
The ability to view a summary of all metrics by account is important to get a clear picture of the overall field service experience being provided to individual customers. This becomes especially significant for organizations with large customers, who get delivery of services for multiple products/product lines/product families. To measure their overall level of satisfaction and to ensure that their experience is consistent across products & technicians, a consolidated summary of metrics at the account level is a critical requirement.
This metric needs to be measured over time, to see the trend of service quality.
Account Summary metric consolidates other metrics as follows:
For each Account
• For the unique combination of the following keys:
◦ Calculation Method
◦ Configuration Name (this identifies the specific metric definition and it also includes the type of response in the case of the Average Response Time metric)
◦ Start Date
◦ End Date (the date range identifies a specific month)
• Record the following in the Account Summary metric record:
◦ Total number of metric records processed
◦ Sum of the metric values of all the processed records/count of the applicable metric records
For example, for the First Time Fix metric, of the total number of records processed, the records which have Is Fixed First Time? set to True are considered as applicable (valid) records and their count is captured.
For Mean Time To Repair metric, all the records are applicable, and hence the summary of the metric value of all the processed records is captured.
• Average/summary metric value based on the above two values, along with its unit (e.g. minutes/percent)
Recording and analyzing this metric can help organizations with the following:
• Get a consolidated view of field service experience per customer, and closely monitor these for marquee customers to ensure high customer satisfaction.
• Identify the metrics that need to be improved and metrics that are not consistent, and design metric-specific programs to address them.
• Compare metrics between customers, and spot any systemic / process gaps/weaknesses that need to be corrected.