Efficiency Indices
Efficiency Index for each Service phase
When the weights and ratings of the different criteria applicable to the phase under consideration have been defined, the efficiency index is calculated automatically for the step under examination. The indicator equals the weighted average of criteria ratings:
v1= rating of criterion 1
w1= weight of criterion 1
The Warranty efficiency index is calculated on the basis of the demerits of each Claim, according to following formula:
In this formula, the demerits of each claim are calculated as shown in the following table:
A "traffic light" color coding is applied to the rate achieved for each indicator: rates equal to 80% or higher trigger a green light, rates from 60% (inclusive) up to 80% trigger a yellow light and rates under 60% trigger a red light.
The recharge will be applied only if the Warranty Efficiency Index is below 80%, referring exclusively to the “Warranty” entry in the “Detail of current Audit Results” table.
Achieved results are plotted on a radar chart that emphasizes improvement areas:
Efficiency Index for each Service phase
As mentioned earlier, the audit focuses on the analysis of two macro-areas:
- Operational processes (Booking, Reception, Work execution, Delivery, Follow-up) and standard compliance;
- Warranty interventions compliance (Warranty and Parts management).
Once efficiency indices of each process phase have been determined, the overall performance indicators of operational processes and warranty interventions compliance are calculated automatically.
The efficiency indicator is equal to the average efficiency indicators for the macro-area under consideration. Hence:
An indicator exceeding 80% gives a positive rating; an indicator lower than 60% gives a negative rating; an indicator from 60% to 80% indicates no improvements. This applies to both cases. The traffic light color coding (green, red or yellow light) is applied to these indicators as well.
