102 lines
4.1 KiB
Markdown
102 lines
4.1 KiB
Markdown
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# KPI Framework — Telco Field Service Fleet
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## Fireside Communications · Co-developed with client
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> **Status:** Draft — pending client review and validation.
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> Update this file after each client feedback session. Move KPIs from Proposed → Active → Retired as the programme matures.
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---
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## How to Use This Document
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1. **Proposed** — KPI defined, not yet validated with client
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2. **Active** — Client confirmed this matters; query written; Grafana panel exists or is in progress
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3. **Baseline set** — Enough historical data exists to set a meaningful target
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4. **Retired** — No longer tracked (document reason)
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Each active KPI should link to:
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- The SQL query (or reference to `01_BusinessAnalytics.md`)
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- The Grafana panel name/dashboard
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- The refresh frequency
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- The person who reviews it
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---
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## KPI Status Register
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### Fleet Utilisation
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| KPI | Status | SQL ref | Grafana panel | Reviewed by | Cadence |
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|---|---|---|---|---|---|
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| Utilisation rate (%) | Proposed | `01_BusinessAnalytics.md §2.1` | — | — | Daily |
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| Idle time % of shift | Proposed | `01_BusinessAnalytics.md §2.2` | — | — | Daily |
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| Vehicles not moved today | Proposed | `01_BusinessAnalytics.md §2.3` | — | — | Daily |
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| Fleet km today | Proposed | `01_BusinessAnalytics.md §5.1` | — | — | Daily |
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| Fleet km this week | Proposed | `01_BusinessAnalytics.md §5.2` | — | — | Weekly |
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### Technician Productivity *(requires job system integration)*
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| KPI | Status | SQL ref | Grafana panel | Reviewed by | Cadence |
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|---|---|---|---|---|---|
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| Jobs completed per tech per day | Proposed | TBD | — | — | Daily |
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| First-time fix rate | Proposed | TBD | — | — | Weekly |
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| Mean time to arrive (MTTA) | Proposed | TBD | — | — | Weekly |
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| Mean time to repair (MTTR) | Proposed | TBD | — | — | Weekly |
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| SLA compliance rate | Proposed | TBD | — | — | Weekly |
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### Driver Behaviour
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| KPI | Status | SQL ref | Grafana panel | Reviewed by | Cadence |
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|---|---|---|---|---|---|
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| Speeding events per 100 km | Proposed | `01_BusinessAnalytics.md §3.1` | — | — | Weekly |
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| Harsh driving index | Proposed | `01_BusinessAnalytics.md §3.2` | — | — | Weekly |
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| Late starts (count per driver) | Proposed | `01_BusinessAnalytics.md §3.3` | — | — | Monthly |
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| Early knock-off | Proposed | `01_BusinessAnalytics.md §3.3` | — | — | Monthly |
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| After-hours movement | Proposed | `01_BusinessAnalytics.md §3.4` | — | — | Daily |
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### Asset Health & Cost
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| KPI | Status | SQL ref | Grafana panel | Reviewed by | Cadence |
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|---|---|---|---|---|---|
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| Estimated idle fuel cost (KES) | Proposed | `01_BusinessAnalytics.md §2.2` | — | — | Monthly |
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| Vehicles at service threshold | Proposed | TBD | — | — | Weekly |
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| Alarm rate per vehicle/week | Proposed | `01_BusinessAnalytics.md §6` | — | — | Weekly |
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| GPS offline rate | Proposed | — | — | — | Daily |
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---
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## Severity & Threshold Reference
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Adjust with client after first month of live data:
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| Metric | Green | Amber | Red |
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| Fleet utilisation rate | > 60% | 40–60% | < 40% |
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| Idle time % of shift | < 15% | 15–30% | > 30% |
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| Speeding per 100 km | < 0.5 | 0.5–2.0 | > 2.0 |
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| Harsh driving index | < 0.5 | 0.5–2.0 | > 2.0 |
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| Late starts / month | 0–1 | 2–4 | ≥ 5 |
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| Alarm rate / vehicle / week | 0–2 | 3–7 | > 7 |
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| GPS offline rate | < 5% | 5–15% | > 15% |
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| MTTA (minutes) | < 30 | 30–60 | > 60 |
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| First-time fix rate | > 85% | 70–85% | < 70% |
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| SLA compliance | > 95% | 85–95% | < 85% |
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---
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## Client Feedback Log
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| Date | Session | Feedback | Action |
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|---|---|---|---|
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| — | Initial framework | Draft created | Awaiting first client review |
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---
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## Next Review Checklist
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- [ ] Confirm shift hours (start, end, lunch, working days)
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- [ ] Confirm SLA tiers (home vs business customer)
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- [ ] Confirm which KPIs the ops manager wants on a daily digest
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- [ ] Confirm reporting format (Grafana link, PDF, WhatsApp summary)
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- [ ] Identify job management system / ticketing tool for MTTA/MTTR
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- [ ] Confirm vehicle categories (motorcycle, van, 4WD) for per-type benchmarks
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