How to measure service staff productivity and efficiency

To ensure your service technician analysis report is as accurate as possible, you can apply productivity and efficiency percentages against each service technician.

Working Time - which is defined as the hours at work and paid (usually a 38 hour week) compared as a percentage to the hours clocked on to jobs. In a perfect scenario, a technician would be at work for 38 hours and clocked on to jobs for 38 hours therefore being 100% productive. 

Efficiency  - this is the percentage comparison between the time it takes a technician to do a job and the time you are able to charge a customer. For example, an apprentice may have a 50% efficiency rate compared to a senior technician. It is quite common during service jobs where a manufacturer specifies a charge time for a service, that a technician can do the work in less time. It is quite common, particularly in vehicles and motorbikes for technicians to be more than 100% efficient.