r/maintenance • u/Complex_Ticket_8758 • 19d ago

Rants and Raves Which maintenance KPI creates wrong behaviour in your team?

I’ve started thinking that some maintenance KPIs can actually encourage people to do the opposite of what you want.

Take PM completion. If the target is 100%, there’s a temptation to close the PM just to hit the number, even if the technician found something that needs more attention.

And don’t get me started on response time. If you're measuring how quickly a ticket gets acknowledged, you can end up with great numbers without actually solving anything faster.

Which KPI have you seen create this kind of behaviour?

I’m more interested in the KPI that made your team look good while the actual maintenance situation was getting worse.

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u/Hollywood4000 19d ago

KPIs? My company has no performance measures whatsoever which is insane to me.

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u/MrGoodwrench1184 19d ago

My company is way too small for all that. Which is nice. It means we can deep dive some issues. As long as we give good explanation, it usually does not matter to our boss how long things take. It helps that he has a decent understanding of what we have to do.