KPIs in Service

Using Key Performance Indicators to Optimize Contract Services

by Chris Arlen
President
Service Performance
(206) 780-2963 USA
[email protected]

http://www.serviceperformance.com

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TA B L E O F C O N T E N T S
Introduction ................................................................................................1
KPIS Defined ..............................................................................................2
KPIS with Strategic Objectives ...................................................................3
KPIS as Vendor Management Tool ............................................................4
KPIS in Action.............................................................................................5
Measuring Contractor Performance, not Service ............................ 5
KPI Outcomes Outside Contractors' Control .................................. 5
Benchmarking KPIs Inside & Out ................................................... 6
Who Measures? Contractor or Customer ....................................... 6

Selecting KPIS............................................................................................8
Summary ....................................................................................................9
32 KPIs for Contract Services ..................................................................10
About the Author: Chris Arlen ..................................................................16

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INTRODUCTION
The KPIs (Key Performance Indicators) and their uses discussed in this ebook are from
outsourced facility services. However, KPIs are adaptable to all services and should be a
part of any service management program.
Also, were using the term customer to include Procurement, the retained organization
overseeing an outsourced service, and end-users.
With that said, KPIs are used for high dollar service contracts that typically attract lots of
executive eyeballs.
Customers are always thinking, if not asking, "Am I receiving what I've paid for?"
It's a legitimate question. You can't hold services in your hand, they're different every
time, and they're performed in front of customers over and over again. The slippery
nature of service puts doubt in customers' minds.
KPIs make service real. They tangibilize service in a way customers understand - in
numbers.
Without KPIs, the only service number customers have is price. And they can't
determine value from that alone.
KPIs, in their basic usage, are simply a vendor management tool. They show customers
that services were performed and value received.
However, sophisticated customers use KPIs to achieve high-value strategic objectives.
With these customers, contractors approach KPIs differently.
In this ebook we'll take a look at KPIs and their usage, and provide a list of 32 KPIs.
Regards,

Chris Arlen, President, Service Performance

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KPIS DEFINED
KPIs can be defined as
"...the vital few metrics that indicate progress towards strategic objectives - where
metrics include the numerical measurement, measuring process and frequency."
Although there are many useful metrics for facility services, it's the vital few that are
worth the time and effort.
Consider this, in older Boeing 747s, if all the instrumentation were taken out of the
cockpit and laid end-to-end it would stretch over 27 feet in length.
Pilots couldn't pay attention to all those dials and displays all the time. Instead, they
viewed six key indicators. If something appeared out of order, pilots checked the other
instruments corresponding to that key indicator.
Now, aircraft cockpits use digital displays to show key information, which can be
adjusted to display additional flight information as needed.
The same is true for KPIs as it is for 747 instrumentation. It's the vital few rather than the
useful many - that's the "key" in KPIs.

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KPIS WITH STRATEGIC OBJECTIVES

KPIs connect service performance with progress towards customers' strategic
objectives. They belong in an improvement hierarchy that includes customers':
Future-state objectives - that are related to:
Specific goals - that can be achieved with:
Critical Success Factors - that are initiatives to achieve goals, where:
KPIs - monitor & measure performance towards achievement of goals

Here's a simplistic example:

Future-state objective: Safe workplace
Specific goal: Reduce OSHA Recordable rate from 7.09 to 5.5 by 2009
Critical Success Factors: Safety awareness training, safety risk analysis, safety incentive
program
KPI: OSHA Recordables Incident Rate

Customers using KPIs towards strategic objectives are data-driven and routinely work on
large business goals.
Consider the Six Sigma quality measurement process baked into GE, or HP's measuring
contractors' performance in TQRDCE (Technology, Quality, Responsiveness, Delivery,
Cost, and Environment).
These companies connect KPIs to strategic organizational objectives. That's the way
they work, and so must their contractors.
KPIs, when used in this context, are an important part of an organization's strategic food
chain. However, KPIs are also used in a more basic manner.

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KPIS AS VENDOR MANAGEMENT TOOL

Contractors are more likely to see KPIs used as a vendor management tool than for
strategic purposes.
As a vendor management tool, KPIs are a matter of perspective. Here the customer isn't
looking to achieve larger, strategic objectives. They're using KPIs to view contract
compliance and measure value received.
KPIs are essential in performance-based contracts, where customers put a portion of
contractors' profit at risk. The amount of payment is based on contractors' performance
as measured by KPIs.

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KPIS IN ACTION
As you've probably guessed, KPIs aren't as simple as they first appear.
They're impossible to corral into standard categories. One customer may place the KPI
"percentage compliance to service level agreements" in a Quality category, another
customer puts it in a Responsiveness category.
Other KPI considerations include:

MEASURING CONTRACTOR PERFORMANCE,

NOT

S ER V I C E

Some KPIs measure a contractor's performance only, missing the service's impact
on the facility and its end-users.
An example is using contractors' invoice accuracy as a KPI. It doesn't affect the
cleanliness or security of a facility, but it's a pain to customers who have to spend
extra time sorting out errors.
These vendor management KPIs can be as important to customers as those
measuring service. And smart contractors treat them accordingly.

KPI O U T C O M E S O U T S I D E C O N T R A C T O R S ' C O N T R O L
The outcomes of some KPIs are not 100% controllable by the contractor. Sometimes
this is due to man-made or natural disasters, the randomness of human nature, or
customers' policies that adversely affect outcomes.
Whatever the reason, it's important to identify this lack of control over the KPIs. This
is especially true with performance-based contracts, where a portion of profit is paid
based on KPI measurements.
For example, using the number of security incidents as a KPI. The problem is
security incidents can never be eliminated. They can be mitigated, but they never go
away entirely.

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Additionally, a customer's company policy may prohibit searching end-users' bags

and backpacks. This policy increases the potential for more incidents than if the
security contractor used best practices and searched questionable items.
When a performance-based contract is tied to KPIs outside their control, experienced
contractors pay attention and negotiate more controllable KPIs.

B E N C H M A R K I N G KPI S I N S I D E & O U T
Benchmarking using KPIs enables performance comparison to customers' own
historical data and/or industry benchmarks.
However, when benchmarking to industry peers, it's critical to normalize data for
significant differences.
For example, janitorial benchmarks might be adjusted for different densities in
customers' office space, instead of a one-to-one productivity rate comparison.
In security, factors such as closed or open perimeters (fences and gates vs. campus
setting) affect comparisons of security incident rates between customers.

WHO MEASURES? CONTRACTOR

OR

CUSTOMER

Some KPIs require customer authorization, and/or may touch politically sensitive
customer issues. These can be obstacles to pro-active contractors who seek to
unburden their customers from KPI measurement.
Not all customers give contractors free reign to ask end-users' opinions on service.
For example, satisfaction metrics are important KPIs. However, some questions
created by contractors, without customer guidance, may inadvertently aggravate
end-users.
Additionally, if customers are already measuring end-users' satisfaction, they won't
want the contractor to annoy end-users by asking similar information.
There can also be an issue with outsourcing in customers' companies. Some
customers are comfortable with their end-users seeing the contractor's brand on
surveys and uniforms.
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Other customers require a wholly transparent relationship. One where the contractor
is seen as part of the customer's company and there's no outside brand references.
The final answer to who measures, as always, is to work with customers and meet
their KPI needs while respecting their position and company culture.

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SELECTING KPIS
Although customers have the final say of which KPIs to use, contractors can help with
their choice. Useful KPIs can be presented to customers as recommendations in the
contractor's proposal.
After contract award, but before service starts, contractors can research the practicality
of their KPI recommendations. They can then provide an assessment to help customers
select realistic and productive KPIs. Research areas can include:
Availability of data
Ease of collection
Potential disturbances or interactions with end-users

KPIs should be defined explicitly, or contractors may be accused of marketing smoke

and mirrors. KPI components can include:
Metric Category: Defining categories before figuring out individual KPIs helps you
choose KPIs for important business areas, such as: Cost, Quality, Safety, etc.
Metric Name: Providing a, unique, descriptive name helps avoid confusion between
similar sounding KPIs
Unit of Measure: Name what you're counting, i.e. square feet, hours, incidents, etc.
Calculation: The formula used to calculate values of the metric, i.e. (square feet / hours
worked), or (# of responses in compliance / # responses non-compliant)
Measurement Frequency: i.e. weekly, monthly, quarterly, etc.
Measurement Procedure: i.e. manual tallying of complaints, or online digital tracking of
requests, or however you capture data
Weight: You may want to weight KPIs individually, or by category based on their
importance, such as responsiveness may not be as critical as cost, and therefore
weighted less important
Target Value: Numerical goal for reporting period, can be either an industry benchmark,
better than past, best possible value (i.e. 100 out of 100)
Threshold: Can be current numerical starting point, minimum acceptable bottom line, or
indicating deficiency

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SUMMARY
KPIs are metrics that indicate progress towards strategic objectives - where metrics
include the numerical measurement, frequency and measuring process
KPIs are the "vital few", not the "useful many", they're the "key" ones
KPIs are commonly used as a vendor management tool for contract compliance & value
measurement
Sophisticated customers use KPIs towards strategic business objectives
Some KPIs measure contractor performance, not service
Some KPIs can be outside contractors' control
Performance-based contracts use some form of KPIs

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32 KPIS FOR CONTRACT SERVICES

The following KPIs are common for outsourced facility services, but can be adapted to
most service contracts. The term customer includes Procurement, the retained
organization overseeing an outsourced service, and end-users.
The following KPIs are grouped within categories
Frequencies & data collection processes vary widely
Mix, match & mash up KPIs to fit your needs
Automate data collection where possible
Category

KPI

Notes

Cost avoidance is for unbudgeted expenses (differs from

cost savings that are savings against budgeted
expenses).
Dollars avoided as a result of:
Cost Avoidance

Financial

Re-engineering scope

Productivity enhancements

Quality improvements

Technology initiatives

Annual or monthly contract costs divided by an

appropriate unit of measure. KPI can be a dollar amount
per:

Cost per Unit of

Measure

Square foot

Customer headcount

Contractor headcount

Any numerical facility denominator

Can be effected by density of end-users at facility, see

page 14, Density in Service category.

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Category

KPI

Notes

Number of errors per billing period

Invoice Accuracy

% of errors in contract & non-contract (project)

work

Variance: Budget to
Actual

% difference between budgeted and actual expense, per

month / quarter / year.
Cost savings are dollars saved from budgeted expenses.
Typically generated from: Re-engineering scope

Financial
Cost Savings

Invoice Timeliness

Energy Reductions

Productivity enhancements

Quality improvements

Technology initiatives

Contractor incentives to produce cost savings may

include:

Higher profit % from reduced scope

Longer contract term, avoids contractor rebid

More guaranteed non-contract work, typically at

higher profit %

% of invoices submitted within agreed upon due dates,

typically an agreed number of days after the billing
period has closed.

KWH, dollars savings & % reduction comparing this

period (month/quarter/year) to the prior period

Percentage of Recycled Materials vs. Non-Recyclable

Diversion rate in tonnage

Green
Janitorial Recycle
Volume

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Category

KPI

Notes

People

Retention:
Contractor
Employees

Percentage of retained contractor employees during

reporting period. Goals should be less than 100% as
there are positive reasons to change out employees,
such as removing poor performers.
Distribution of employees by length of tenure with
contractors company. Tenure groups vary by service
industry.
% of employees per tenure grouping:

Tenure: Contractor
Employees

<1 yr.

1-3 yrs.

3-5 yrs.

>5 yrs.

% of contractor employees leaving site per time period

(quarterly, annually). Three potential Turnover KPIs:
Total, Voluntary and Involuntary. Number of employees
is the total # of employees for that time period, which
includes terminated & active.

People

Turnover:
Contractor
Employees

Total Turnover: # total terminations / (# employees

- # new positions added)

Voluntary Turnover: Use only voluntary quits for

total termination in above formula.

Involuntary Turnover: Use only involuntary

(disciplinary actions, etc.) quits for total
terminations in above formula.

Goals should be less than 100% for Total Turnover as

there are positive reasons to change out employees,
such as removing poor performers.
Turnover:
Contractor
Employees per
Position

KPIs in Service

% of contractor employees filling positions per time

period (quarterly, annually).

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Category

KPI

Notes

Its important to distinguish a complaint from a

request as what may sound like a complaint could be
end-users expecting service/frequency thats out of
scope.
Complaints/
Requests/
Commendations

Commendations are praise from end-users, sent via

letters or emails. End-users need coaxing to praise
contractors employees when they receive excellent
service.
Requests may or may not create a Work Order, see
page 15 in Service category

Improvement
Recommendations &
Initiatives
Quality

Quality Audits

Number of contractor recommended improvements;

regardless if theyre implemented by customer (part
of a contractors value is as a pro-active source of
ideas).

Dollar Value of estimated Cost Savings/Avoidance

from recommended improvements.

Number of contractor improvements implemented

by customer.

Dollar Value of actual Cost Savings/Avoidance from

implemented improvements

Percentage compliance to audit schedule.

Number of deficiencies per audit

Quality Inspections

Percentage inspection scores, total and by area.

Inspections can be grouped by the inspecting party,
whether contractor, customer, or joint inspections.

Satisfaction:
Contract Contacts

Satisfaction surveys of customer manager(s) of

contracted service. Expressed as percentage of highest
possible scores.

Satisfaction:
Contractor
Employees

Satisfaction surveys of contractors employees.

Expressed as percentage of highest possible scores.

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Category

KPI

Notes

Satisfaction surveys of end-users. Expressed as

percentage of highest possible scores.
Quality

Satisfaction:
End-Users

Integrate contractors survey with business owners preexisting survey questionnaire and process.
Sample size large enough for statistically valid data,
surveyed annually, or on Work Order/Project completion

Safety

Days Away from

Work

Number of days contractors employees missed due to

workplace injuries

Days Away
Restrictions &
Transfer

Number of days contractors employees are on work

restricted duty assignments due to workplace injuries

Injury Frequency
Rate

Number of accepted injury claims per 100 Full-Time

Equivalents.

OSHA Recordable
Incidents

Number of recordable incidents x 200k(total annual

hours for 100 FTEs) / total hours worked during that
period

Density

KPI showing density of end-users in facility

environment. Expressed as headcount per square
footage, building, or

Facility Scheduled
Uptime

In a production, or manufacturing environment,

percentage of time serviced area is online as scheduled.
1,000s square feet per hour cleaned/worked. When
comparing to external benchmark, clearly determine
which activities are included or excluded, such as:

Service

Janitorial
Productivity Rate

KPIs in Service

Supervision time

Floors

Periodics

Restrooms

Trash/Recycle runs

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Category

KPI

Notes

Work Orders

Number of work orders by type, and/or customer

categories.

Security Incidents

Number of security incidents grouped by type.

For janitorial service, SLAs can cover:

Service

Service Level
Agreement (SLA)
Compliance

% of Non-contract (Periodic) cleaning tasks

completed on schedule

% of Work Orders (non-contract work) responded to

within contracted timelines

% of post Work Order customer satisfaction scores

above contracted threshold

For security contractors, this can cover:

% of compliance to agreed upon response times to

incidents, per tier levelmeasured from receipt of
call to on-site arrivalincidents categorized into tier
levels with differing response times

Number of non-contract service requests, by category

where appropriate.
Service Requests

For janitorial, this may include requests for spill

cleanups, flood cleanup, etc.
For security, this may include escorts, Security Assisted
Terminations, auto jump starts, etc.

Testing Success

Training
Training Compliance

KPIs in Service

Percentage of 1st time passing scores on tests. Typically,

retakes of tests are allowed.
Percentage compliance of training courses completed to
contracted or regulatory schedule.
Median test scores and percentage of tests completed
with 100% to total taken.

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ABOUT THE AUTHOR: CHRIS ARLEN

Chris Arlen started Service Performance in 1996 and has worked with a number of highprofile end-users, such as Microsoft, Yahoo!, Sony Pictures Entertainment and Aetna, as
well as most of the top security and janitorial firms in North America.
Chris gained his professional experience from over 26 years in service industries, and
has a Masters Degree in Management.
If you think this material may be useful to your audience, please as a courtesy contact
Chris Arlen (206) 780-2963, [email protected], about where you shared
it.

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