Key Performance Indicators for Field Service
Ventola, Janne (2013)
Metropolia Ammattikorkeakoulu
2013
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2013060613248
https://urn.fi/URN:NBN:fi:amk-2013060613248
Tiivistelmä
The purpose of this study was to design metrics to measure the effectiveness of field service in the ABB Finland’s Drives Service division.
The need for this graduate study arises from lack of utilization of field service reports that are stored in ABB’s drives database called Drives Installed Base (DIB). The data stored in the Drives Installed Base can be used to devise metrics called Key Performance Indicators to track and improve field service maintenance efficiency. The principal stakeholder for this study is the ABB Finland Drives Service.
In order to come up with a functioning system a continuous process to improve maintenance quality was devised along with the KPIs needed for its implementation.
The scope of this study is limited to the proposal of the KPIs and therefore does not include in any way what platform or software is used in their implementation.
The proposed KPIs provide a targeted approach into analysing maintenance performance in a way that is specific and quantifiable. This provides the basis for future development.
The need for this graduate study arises from lack of utilization of field service reports that are stored in ABB’s drives database called Drives Installed Base (DIB). The data stored in the Drives Installed Base can be used to devise metrics called Key Performance Indicators to track and improve field service maintenance efficiency. The principal stakeholder for this study is the ABB Finland Drives Service.
In order to come up with a functioning system a continuous process to improve maintenance quality was devised along with the KPIs needed for its implementation.
The scope of this study is limited to the proposal of the KPIs and therefore does not include in any way what platform or software is used in their implementation.
The proposed KPIs provide a targeted approach into analysing maintenance performance in a way that is specific and quantifiable. This provides the basis for future development.