KPIs: Quality

Overview

Both rates are shares of the jobs completed in the period, and both need 10 completed jobs before a percentage prints. Under that the card counts — “4 of 10 so far — 6 more and this becomes reliable.” — and with none: “No jobs were completed in this period.”

A callback can take two shapes on the job page: a return visit added to the same job, or a new job created as a callback for the original. Both ask Why are you going back?, and both feed the rate against the original job.

Rework / callback rate

The share of completed jobs the company had to go back to for a redo or a warranty return. The hint on the card: “Completed jobs the company had to go back to for a redo or a warranty return. A client who thought something was missing and wasn't doesn't count against this — see the job page for how to record which is which.”

• Rework — we missed something and Warranty — covered work count against the job.
• Not our fault — client thought something was missing is recorded but not counted. If everything is filed as rework the rate is wrong and you stop trusting it — so the third choice exists to keep the first two honest.
• A job that is itself a callback is not in the denominator: a warranty return is not new work being measured for whether it, in turn, needed a return.
• A job with several return visits is one job in the numerator, not several.

How to record a callback

1. For a short touch-up, open the completed job and add a return visit; when asked Why are you going back?, choose Rework, Warranty or Not our fault. The choice is required.
2. For a bigger return, create a new job as a callback for the original. The banner says what that does: “This job is a callback for {title} — it will show on that job's page, and count toward the rework/callback rate on the KPI dashboard.”
3. Complete the original job as usual. The rate counts the original in the period it was completed, whichever period the return happens in.

Change-order rate

The share of completed jobs with at least one change order logged — a scope change agreed after the client accepted the quote. The hint: “Completed jobs with at least one scope change logged after the quote was accepted — never inferred from an ordinary quote or invoice edit.”

• Every completed job is in the denominator here, callbacks included — whether a job is a return has nothing to do with whether its own scope changed.
• A change order logged after the job was completed still counts; the log is read without a date cut-off, because a change agreed in the last week is often written up after the job closes.
• The money behind it — the approved change orders' price deltas — is the same figure the job page and the invoice use, summed once in one place. Only approved change orders are money; a rejected one still counts the job as having had a scope change.

Who can see it

Part of the page's single gate — see The KPI dashboard: Manager, owners and administrators. Recording the reason for a return visit or creating a callback job needs View, create, and edit on Jobs — Dispatcher and above.

Frequently asked questions