Back to blog 07/26/2021

Facilities Maintenance KPI Metrics – Learn What They are and Why are They Important for Your Business

Contributed by Ed Turbeville, National Sales Executive

“Quality is not an act. It is a habit.” – Aristotle

For many professional facilities maintenance service providers, it can be challenging to answer the very basic and common question: “What should we measure?” Similarly, it can also be daunting to decide the number of KPIs to choose because it is not necessarily effective to measure too many things. Facilities maintenance companies with a competitive edge focus on few but highly effective KPIs to evaluate the success of specific business functions and develop long-term improvement goals.

KPIs ensure a proactive approach while companies that do not use these key metrics often fail to establish relevant benchmarks and controls for their operations. As a result, several important service areas are overlooked during quality inspection. A facilities maintenance company is unlikely to understand its service quality standards without a reliable way to collect and analyze the relevant metrics. From the customer’s perspective, they cannot expect to achieve desired outcomes from functions that the service provider does not inspect.

The most effective KPIs for facilities maintenance service providers include:

• Service Quality
• Safety
• Customer Satisfaction
• Employee Engagement and Productivity
• Employee Turnover

It is important for facilities maintenance companies to analyze their KPI reports regularly, and assess how well the services are aligning with the company objectives and customer requirements. Similarly, it is equally critical to determine areas of improvement and introduce corrective measures accordingly.

Diversified Maintenance works closely with its customers to establish Service Level Agreements (SLAs) based on their scope of work. Simultaneously, every department has a set of internal KPIs, some of which include ensuring timely arrival of cleaning crew for the Corporate Operations Department, conducting quality audits and training employees for the Field Managers, among numerous others. The Company’s Quality Assurance Program is based on customer KPIs, focusing on their important requirements and their efficient technology platform is used to report and measure several metrics to ensure that high-quality services are being performed at the frequencies agreed upon with the customer. To learn more custom integrated solutions delivered with a comprehensive quality assurance program, customized monitoring tools, and detail-rich reports, send me a note at: Ed Turbeville eturbeville@diversifiedm.com.