Measure the Performance of Technicians

To measure technician performance, follow the steps below:

1. Configure Work Bays to Associate Them with Technicians

2. If Technicians Are Not Using the Time Clock

3. Generate or Interpret the Performance Report by Bay or Technician

4. Analyse Technicians' Performance Reports

5. Performance Report Units of Measurement

6. Performance Ratios in Technician Reports

1. Configure Work Bays to Associate Them with Technicians

To configure work bays for technicians, go to the main menu on the left and select Calendar > Configurations > Bays.

Once in this section, in the Info tab, assign the bays to the desired technicians and also enter their names and initials if necessary.

In the Options tab, you can choose the options that meet your needs.

2. If Technicians Are Not Using the Time Clock

Assign jobs to technicians and enter the required and real times in the Point of Sale. Although it is preferable for technicians to use the time clock, you can manually enter the actual and required times in the Point of Sale, according to the service line, from the moment it is assigned to an employee.

3. Generate or Interpret the Performance Report by Bay or Technician

To obtain the report, go to Human Resources > Reports > Performance.

In the next window, enter the following data:

• Start date;
• End date;
• Technicians;
• Department.

Check or uncheck the Show details box. Click Send.

With these reports at your hands, you will have all the information you need to evaluate technician performance. Please note that the data GEM-CAR uses to generate statistics is available 24 hours after the end of the day. This should be taken into consideration when generating reports so that the statistics are as accurate as possible. The statistics will also be much more accurate if you use the Time Clock module.

4. Analyse Technicians' Performance Reports

After generating the technician performance reports, you’re now ready to analyse them by referring to the unit definitions and performance ratios below.

5. Performance Report Units of Measurement

• Real Time: The time technicians spend on revenue-generating jobs. This includes returns and company vehicles if they are clocked in on work orders.
• Paid Time: The time technicians spend on non-revenue-generating jobs. This includes returns and company vehicles if they are clocked in as internal jobs.
• Scheduled Time: The total time allocated to technicians for a workday. It equals real time plus paid time.
• Sold Time: The time technicians spend on jobs that are billed to customers.

6. Performance Ratios in Technician Reports

• Productivity: This ratio measures revenue-generating work relative to the total time worked. It is calculated as real time ÷ scheduled time and measures how much of the time worked generates revenue.
• Efficiency: This ratio compares billed time to revenue-generating time. It is calculated as sold time ÷ real time and indicates how much of the revenue-generating work was actually billed. It’s a measure of work speed.
• Performance: This ratio compares billed time to total available time. It is calculated as sold time ÷ scheduled time and reflects the amount of technician time that was converted into billable work.