Utilizing performance metrics to help manage a company is nothing new. It comes as no surprise to any executive that access to a reliable set of performance indicators increases confidence in decisions and keeps teams focused on the areas that are measured. Additional benefits, especially for the pains of the commercial cleaning company, include higher levels of accountability, improved customer retention, and stronger management with additional revenues and profit margins. All sounds quite good!
As developers of an enterprise class software application for janitorial companies, I’ve had the privilege to dive deep with some our industries top executives, (companies from 200 to 20,000 employees) to understand and collaborate on the issues they face, and the yardsticks needed to drive results. Our company wants to capture and deliver their performance data.
All executives have a nuanced approach to their company’s strategy, simply meaning, everyone has their way of designing and executing strategy. The common thread can be boiled down into two simple categories, retaining customers and growing revenue.
Overall Performance based:
Number of Active Accounts – Are we up or down?
Number of Active Service Locations – Are new locations being added?
Number of Inspections Completed – Is operations paying attention to our customers?
Number of Quotes sent for extra work– Are we selling more additional work?
Number of Open and Closed Work Orders – Are we taking care of our client’s requests?
Customer retention based:
Quality Scores Month to Date – Stay up to date on service delivery
QC Inspections by Manager – are my managers performing inspections?
Completed work by Location – Are customers waiting for service?
Customer complaints by location – Are customers complaining about our service?
Quote Status Dollar Volumes – What is the dollar value of quotes we have by Status (Pending, Approved)?
Invoiced– What is the value of work to be invoiced?
Open Billable Work – What is in the pipeline to be billed