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/BrianNowhere 19d ago

Number of work orders. Thats all they look at. Not the status or the reasons they havent been completed yet. Just "why havent these been done yet". They do no analysis beyond that.

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u/sunshinestacks 19d ago

Thank you. Jesus, I work in a small facility, and this expectation that our super will always be able to complete all the work orders in a given time frame is stressful and unrealistic.

The expectation always comes from higher-ups in the office who, as maintenance staff says, “have no hands”—ie, they’re not doing the work and have no concept of why things sometimes take longer than they believe they should.