Key Performance Indicators
Motor Vehicles
Motor Vehicle Service Industry Key Performance Indicators
The motor vehicle service industry is a very measured industry, having many hundreds
of KPIs available and there can be a temptation to measure 50 or more KPIs as they
all seem relevant. The obvious danger with this is that for every KPI that is measured
you must have an associated action. It is far better to select a KPI from a group
of KPIs that will show the same type of business failure and then action this one
KPI.
Financial KPIs
-
Average Transaction Value (£/transaction)
-
Gross Margin (%)
-
Average number of product lines sold / transaction
-
Sales / employee hour worked (£/hr)
-
£ Wages / £ Turnover (%)
Customer KPIs
-
Number of customers
-
Customer Churn (%)
Stock Control KPIs
-
Stock Cover (number of weeks) [This could be applied to all product lines or just
specific critical ones]
-
Number of stock lines out of stock
Service Department KPIs
-
Staff Utilisation = Staff hours worked on projects / Staff hours available (target
80-100%)
-
Staff Productivity = Staff hours sold to clients / staff hours worked on projects
(target > 100%)
-
Staff Efficiency = Staff Utilisation * Staff Productivity (target close to 100%)
Human Resource KPIs
-
Average days sick / employee
-
Average days off work due to accidents / employee
-
% staff turnover – number effective full time staff leaving