"Across service organizations, the average first time fix rate sits near 75 percent. That means one in four jobs requires a second trip. A single additional truck roll typically costs in the range of 300 to 1,000 dollars once you account for labour, fuel, vehicle wear, planning time, and lost opportunity. Run the math on a realistic book of work. If your team completes 10,000 work orders a year at a 75 percent first time fix rate, you generate about 2,500 repeat visits."
"Reactive maintenance is expensive. Studies comparing maintenance strategies show that unplanned interventions can cost 3 to 10 times more than planned work when you include overtime, secondary damage, expedited parts, and missed SLAs. On top of that, data driven maintenance programs have delivered 10 to 40 percent reductions in maintenance cost and up to 50 percent fewer breakdowns when condition data is captured and acted on."
"Field service leaders do not get paid for buzzwords. They get paid for uptime, safe jobs, and margins that hold up when the schedule does not. The surest way to get there is to run the operation on numbers that survive scrutiny. Below is a practical way to anchor decisions in validated metrics that link field execution to financial outcomes, especially in heavy equipment service."
Field service success depends on uptime, safe work, and margins that endure schedule variability, achieved by running operations on validated metrics. Repeat visits drastically increase costs: with a 75 percent first-time fix rate, each additional truck roll can cost $300–$1,000, producing large avoidable expense across thousands of work orders. Raising first-time fix to 85 percent substantially reduces repeat trips and immediate cash savings. Planned maintenance and data-driven programs reduce costs and breakdowns compared with reactive approaches. Reliable first-time fixes require accurate triage, parts availability, and asset history access at the point of service, supported by effective digital tooling.
Read at London Business News | Londonlovesbusiness.com
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