How Performance Metrics Boost Quality and Satisfaction

Giving the Right Job to the Best Maintenance Tech: How Performance Metrics Boost Quality and Satisfaction

In the world of multifamily maintenance, ensuring that the right technician is assigned to the right job can make a significant difference in both the quality of work and resident satisfaction. While most technicians will confidently assert their proficiency in various skills, it’s the data-driven insights that truly reveal where their strengths lie. Regularly tracking and analyzing a maintenance team’s performance can lead to more effective service, happier residents, and a more efficient workflow.

The Power of Performance Metrics

David Alvarado, CAMT, a Regional Maintenance Supervisor at Atlantic Pacific Apartment Management, is a strong advocate for using performance metrics to evaluate his team. Managing a portfolio of eight communities and overseeing 25 technicians, Alvarado understands the importance of having detailed insights into his team’s capabilities.

“With AppWork, we can see how long it took each technician to complete a variety of work-order tasks, assess their resident satisfaction rate, and gain an overall sense of where their strengths and weaknesses are,” Alvarado explains. “This allows us to assign the best person to the tasks they excel at, ensuring the job is done right the first time.”

This approach is not limited to maintenance operations alone. "Whether in multifamily maintenance or claims management, assigning the right person to the right task is crucial for achieving efficiency and satisfaction," says Ilda Cairns, Vice President at VCA Software. "Through using performance metrics, organizations can better understand their teams' strengths, ensuring that tasks are handled by those best suited to the job. This data-driven approach not only improves the quality of work but also enhances overall operational effectiveness.

Beyond Basic Skills

Alvarado’s approach goes beyond merely categorizing tasks into broad areas like HVAC, plumbing, or electrical. By leveraging AppWork’s advanced performance tracking features, his team can monitor and measure specific functions within these categories. For instance, rather than just knowing a technician is skilled in HVAC, Alvarado can see exactly how proficient they are at changing a compressor or installing a garbage disposal.

“This level of detail is invaluable,” Alvarado notes. “It’s not just about saying someone is good at plumbing—it’s about knowing they excel at rewiring an electrical outlet or are a master at installing complex systems. With this data, we can ensure each technician is not only doing the work they enjoy but also the work they’re best at.”

Empowering Technicians and Improving Skills

Performance metrics also play a crucial role in identifying areas where technicians may need additional training.

“If a tech is struggling in a certain area, that’s an indication that we should get him or her some training in that area,” says Alvarado.

This proactive approach not only improves the technician’s skills but also enhances the overall service quality provided to residents.

Moreover, the data-driven insights enable technicians to advance in their careers by mastering higher-level tasks. As they improve, they can earn recognition as a “superstar” or “guru” in certain categories, complete with badges and the pride that comes from being a top performer.

Efficiency Through Technology

Before adopting AppWork, managing performance data was a time-consuming process for Alvarado.

“To manage our performance, I had to filter a bunch of data in the previous system we used,” he recalls. “Now, what took a day in administration takes an hour or less.”

The shift to a more streamlined and intuitive system has not only saved time but also allowed for more accurate and actionable insights.

Conclusion

In today’s multifamily maintenance landscape, the importance of assigning the right job to the best-suited technician cannot be overstated. With the help of detailed performance metrics, supervisors like David Alvarado can ensure that their teams are not only efficient but also continuously improving. The result? Higher-quality work, satisfied residents, and a maintenance team that’s proud of their skills and contributions.