Ever been asked that question? Of course you have!
Your field workers are allocated 8 hour shifts, but how do they use that time? How much is used to deliver a service to the customer? And how much is wasted being idle?
The Cognito iQ Radar Chart, broken up into six Key Performance Areas (KPAs), gives us a clear picture of shift performance for any given worker or team, within their allocated shift time.
Within the Productivity section, the breakdown of daily activities shows productive versus non-productive time, and a corresponding score is given for that particular KPA.
Whilst this shows clearly and accurately how productive that worker has been during that shift, it may not be a representation of how the worker performs overall, and so each individual KPA score is aggregated into a single Performance Score.
For example, if an engineer stopped for a 30 minute mid-morning coffee, his timesheet would show idle time - he wasn’t on site, he wasn’t travelling, and he wasn’t doing admin - he was being unproductive. Therefore, his productivity score may well be down for the day, but if he still managed to efficiently complete his jobs and hit his SLAs, then he could still achieve a fairly high performance score. Without the detail of every activity, you would never know.
By assessing how much idle time any given worker has had during the day, less productive team members can be identified. More importantly, with a comprehensive set of data for the entire working day also available for previous weeks and/or months, it is easy to spot if such behaviour is an anomaly or a regular occurrence that needs addressing. Appropriate actions can then be taken to help the worker increase his productivity to match or even exceed his colleagues.
Want to know more about how we do this? Download our free Executive Briefing.