2025_EML Capstone Projects

18

Table 8 - Key Performance Indicators

KPI

Category

Definition

Target

Data source

Notes

Average Turnaround Time (TAT) % of Jobs Completed Within 72 Hours

Avg time from work order intake to completion Percentage of work orders completed within industry standard Total number of service jobs received/completed per period Percentage of jobs completed without rework or return

72 hours is the industry standard, Trek is currently averaging 135 hours

DOTS, Service Centers

Operations

72 hours

90% of jobs should have a less than 72 hour turnaround time

Operations

90%

DOTS

Work Order Volume

Track over time

Operations

DOTS

Standard Service Metric

First-Time Fix Rate

Operations

95%

DOTS

Standard Service Metric

Technician Utilization Rate

Percentage of available tech hours spent on active repair 80-90%

HR, Timekeeping

Operations

Standard Service Metric

Time a job waits before technician begins service

Average Queue Time

Operations

Minimize

Digital Tracking Standard Service Metric

With the development of the new forms, all intake work should use the forms. The 5% that are exceptions will be considered during feedback to improve forms.

Digital Form Adoption Rate

% of service forms submitted digitally vs. manual % of digital forms submitted with missing or incorrect info

New Form System

Operations

95%

Standardization of this process is expected to minimize errors

Error Rate in Submissions

Quality Assurance

Operations

<2%

All employees at the suspension service centers and dealers will be trained on the new forms.

Training Completion Rate

% of employees trained on the digital platform

100% in first month

Trek Training System

Operations