by Brianna Crandall — April 8, 2013—BSRIA’s latest Key Performance Indicators for mechanical and electrical (M&E) maintenance in the U.K. show a number of encouraging improvements. BSRIA (Building Services Research and Information Association) is a U.K.-based testing, instruments, research and consultancy member association that provides specialist services for construction, building services and facilities management.
As BSRIA reminds, the maintenance of a building is essential to supporting the function of the business. In today’s environment managers are searching for an edge that can provide them with success, and maintenance outsourcing is one approach that is perceived to lead to greater effectiveness.
Outsourced maintenance service providers can bring best practice to an organization, says BSRIA, but a client will need yearly demonstration of improvement. Measurement becomes important, and the adoption of KPIs (Key Performance Indicators) is a powerful mechanism to monitor performance, adds the organization.
BSRIA’s customer satisfaction KPIs for mechanical and electrical maintenance provide evidence of contract delivery successes and highlight good practice as well as “could-do-better” areas within the industry.
This is the ninth year of BSRIA’s M&E maintenance KPIs in which BSRIA asked building owner-occupiers to assess their current M&E service providers. The proportion of customers awarding KPIs of eight or more saw a significant increase in most categories in the 2012 survey—especially for communication, customer relationship and innovation.
The 10 M&E KPIs were:
- Response to reactive/breakdown maintenance
- Quality of planned preventative maintenance
- Effectiveness of communication channels
- Relationship with the client organization
- Level of innovation and proactivity
- Compliance with legislative requirements
- Adherence to the budget
- Management of health and safety
- Management of documentation and site operatives
- Level of overall satisfaction
The results this year were encouraging in some areas and predictable in others, says BSRIA. The statutory KPIs, which are normally the top scorers in the survey, have seen little change over the years, although they have disappointingly never yet reached 60%, perhaps because of high client expectations.
The proportion of customers awarding KPIs of eight or more saw a significant increase in most categories in the 2012 survey—especially for communication, customer relationship and innovation.
The highest increase in scores this year goes to “communication,” with an 18% increase in good scores. This result is recognition of the efforts made by contractors to engage with their client, and has had an effect on other KPIs. This was noticeable particularly in “innovation” being 13% up on the previous year; historically the worst performing KPI, this year’s improvement could be the result of contractors needing to do more with less, notes BSRIA.
The improvements overall have had a remarked influence on the client’s opinion of their relationship with their contractor, judging by the highest of the KPI scores for “relationships” of 56% for good scores of eight or more, an increase of 16% over the previous year.
The full report of the M&E maintenance customer satisfaction KPIs, including the results by sector, was compiled for BSRIA’s Operation & Maintenance Benchmarking Network. For more information contact Tracey Tilbry.
