Here are a few benefits technician scorecarding can unlock:
1. Identify new growth opportunities.
Scorecarding sheds light on those growth opportunities that could directly impact your organization’s long-term revenue. For instance, imagine implementing a scorecarding program and notice one technician’s first-time fix rates hovering around 10 percent below other field techs. You dig into the details a bit more and find that the technician lives much further away from the closest parts warehouse than any other technician. In this case, you may be able to easily lift that tech’s rates by ordering parts in advance—a small move that drives up revenue. Ultimately, scorecarding lays out insights that you use to see where you’re missing out on revenue, adjust, and grow the organization faster.
2. Boost technician retention.
Talent retention has plummeted in recent years. The Bureau of Labor Statistics found more than 4.5 million workers quit their jobs in March 2022—a record number. However, most technicians want to become better at their job, and they may be craving more education. In fact, a study by LinkedIn found that 94 percent of employees would stay with a company longer if that company invested in their learning and development. Scorecarding reveals which of your field techs could benefit the most from extra training, and it shows you how they can improve. That means you can invest in boosting their knowledge and keep talent at your organization.
3. Fill the skills gap.
The trade skills gap is widening fast as the baby boomer generation retires. A ManpowerGroup survey says almost 70 percent of companies are struggling to find skilled workers. Scorecarding makes it easy to see where your talent shortages are and identify which technicians have an abundance of skills. By tracking technician efficiency, you can assign coaching in areas that will make the biggest difference to both your bottom line and your technicians’ career.
4. Assign the right technician to the right job.
Technician scorecarding makes scheduling and dispatching more effective. When your back office has technician scorecards in front of them, they can easily match the right technician to the best job that fits their skills, certification level, and performance. A more precise level of matching ensures your technicians are showing up to jobs they’re prepared to take on, so it ends up lifting your first-time fix rates.