Points are used to allocate time to a task in the field. There are a number of ideas for the value of a point,
which can be set up in the billing system. Consider that a point should be worth 5 minutes. Markets that set
a point value of greater than that can "strand time." If a point is worth 15 minutes and a task takes 20, a
scheduler will assign 2 points to the job, and then 10 minutes of time are stranded.
Because not all jobs are created equal, points become the best way to measure productivity in the
workforce. In an eight-hour day, 96 points of time would be available to schedule a tech or installer. The
first metric to evaluate is points of work per day, per tech. This is the first measure to consider whether you
do a good job of scheduling, routing and assigning. It is also a good means to understand your capacity in
workforce for planning.
Next, after points per day, a simple calculation will show how productive a tech's day actually is. By taking
the total points per tech per day and dividing that number by the hours worked, a "points per hour" metric
can be determined. Why is this important? Say a tech performs 96 points in a day. On the surface that looks
great, but what if it took the tech 12 hours to complete those 96 points? Not too efficient after all, is it?
Conversely, a tech performing 48 points in 8 hours is only 50 percent "efficient" for the day.
These two metrics will allow a supervisor or manager to understand how well work is being assigned and
how well the field force is being utilized
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