TRACKING TECHNICIAN EFFICIENCY AND RECOVERY Technician Efficiency and Technician Recovery are core metrics that lend insight into a dealership’s service organization. Between the staffing challenges throughout the industry and the ongoing struggles with supply, measurements like these that can help guide the operation are increasingly valuable. Both metrics are discussed throughout the industry, and there are certainly regional, seasonal, and market concerns that drive those discussions. Even so, the first task in any of these discussions for the dealership is to find those measurements.
Broadly speaking, Technician Efficiency compares the time a technician clocks against a work order and against the time the customer is billed for that work order. Technician Recovery compares the time a technician clocks against billable work orders and against the total time for which that technician is paid. Once the dealership has those core measures in hand, they can be part of many different comparisons and analyses, as well as set departmental, team, and individual performance goals. This analysis can be applied by types of documents, by technician teams, or by region in ways that make those measurements more accurate and more useful to individual dealer needs.
No matter how the measurement choice is made, interpreting the results will also be specific to the dealer’s needs because different markets, regions, and seasons may set very different targets from one measure to the next. Gathering these metrics and providing dealership staff with a means to explore the numbers behind them are valuable components of your dealership management system. The powerful tools that the system offers enable the dealership to concentrate on managing the service department with the added insights that these measurements provide.
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