Coordinator Performance

Measure the individual performance of your Coordinators, with powerful metrics designed to help your team thrive.

View Coordinator Performance metrics based on individual Coordinators or by your entire team. Narrow that down by Property Group, or by Work Category.

Coordinator Performance will show you deep analytics into the following:

Overview Metrics

These 3 metrics will tell you the number of completed Melds, open Melds, and Average Melds per Coordinator. Use the filters to view individual coordinator metrics, or your entire team. 

  • Completed Melds
    View number of completed Melds within the selected time horizon.

 

  • Open Melds
    View number of open Melds within the selected time horizon.

 

  • Average Melds per Coordinator
    View average number of completed Melds per Coordinator within the selected time horizon.

Use the Engagement metrics to track how effectively your Coordinators are communicating throughout the maintenance process.

  • Ratings Versus Volume
    Compare resident satisfaction score with number of Melds. (Are your Coordinators maintaining good resident satisfaction during high volume?)

 

  • Resident Satisfaction
    View the average resident satisfaction score across your team.

 

  • Chats Sent by Coordinator
    See how much communication is going out, amongst your team.

 

  • Chats Sent
    View total number of chats sent by your team (date & time).

 

  • Chats Received
    View the total number of chats going out to Vendors, Residents, and Owners (date & time).

Be assured that the workload is evenly spread across your team so you can maintain a world-class speed of repair and prevent burnout with your staff. You can also use these metrics to identify when it’s time to hire another Coordinator.

  • Average Units per Coordinator
    There’s no magic number for this, because older units generally require more maintenance. However, you can ensure that work is being fairly delegated, if the majority of your units require the same volume of maintenance.

 

  • Stale Melds (> 7 days old)
    Stale Melds past 7 days are not good for your overall speed of repair. Viewing by individual Coordinators will reveal who has more stale Melds on their plate.

 

  • Stale Melds (> 14 days old)
    Stale Melds past 14 days will throttle your overall speed of repair (especially when this number is high). Viewing by individual Coordinators will reveal who has more stale Melds on their plate.

 

  • Relative Change in Backlog

    This chart shows the change in backlog for the currently selected time horizon. Each bar indicates whether the overall number of melds since the beginning of the time horizon has gone down or up.

    A healthy backlog is one that is going down if there are too many open melds or stable if the amount open is manageable.

 

  • Technician Hours Coordinated
    View the technician hours that have been added to a specific Coordinator’s work log. (Example: are the technicians this Coordinator is managing tracking their time?)

 

  • Melds per Coordinator
    View the total number of Melds completed per Coordinator, within a given time horizon. Using the average marker, you can view who is over/under.

 

  • Completed Technician Melds
    Use this to view number of completed technician Melds by Coordinator.

 

  • Technician/Coordinator Breakdown
    This graph will tell you which specific technicians your Coordinators are working with. This is useful if you need to track which technicians are receiving a lot of work (and possibly slowing your speed of repair).

 

  • Completed Vendor Melds
    See the number of Vendor-specific Melds completed by your Coordinators.  

 

  • Vendor/Coordinator Breakdown
    Similar to the Technician/Coordinator breakdown, this graph will tell you which specific vendors your Coordinators are working with. This is useful if you’re noticing a lot of work is being sent to the same vendor, who may be slowing your speed of repair. Or if there are specific vendors you do not want work to be sent to anymore.

Identify issues with scheduling Melds or Melds that have been scheduled and have stalled out.

  • Unassigned Melds
    This number should always be very low, as the created>assigned portion of a Meld is completely controlled by your team.

 

  • Scheduled Melds
    As with Unassigned Melds, this number is completely controlled by your team, so it should happen quickly (number should be high).

 

  • Open Melds
    View this number by your whole team or by individual Coordinator to see who has a lot on their plate.

 

  • Speed of Repair
    View your entire team’s speed of repair, or individual Coordinator’s metric to find problem areas.

 

  • Open Meld Age
    See the age of your open Melds by “bucket” (1-2 days, 2-3 days, etc.). Anything over 7 days should prompt a deeper look.

 

  • Open Melds by Coordinator
    This graph will quickly tell you how much work each of your Coordinator’s has on their plates.

 

  • Median Age of Open Melds
    Relative to the Open Meld Age graph, this will show you who on your team is contributing to some of the older open Melds.

 

  • Speed of Repair by Bucket
    View the percentage of Melds divided into speed of repair “buckets” (0-1 days, 1-2 days, etc.)

 

  • Speed of Repair Percentiles
    Quickly see the 25th, Median, and 75th speed of repair percentile each of your Coordinators fits into for the Melds they control.

 

  • Cycle Time
    This shows where time is spent over the course of completing a Meld, in 3 important milestones: assignment, scheduled, and completed. Lowering your speed of repair often involves diagnosing which milestone could be achieved faster. (Created>Assigned and Assigned>Scheduled should be quick (within hours).

 

  • Speed vs Volume
    Monitor the amount of Melds your individual Coordinators are completing vs the time it’s taking to do so.

 

  • Vendor vs Internal Speed of Repair
    Ensure the speed of repair of your internal Technicians, compared to your Vendors. Melds handled by your internal Technicians should be completed faster.

Track your maintenance spend across your Coordinator team to ensure budgets are being adhered to.

  • Average Spend per Coordinator
    View how much your Coordinators are spending with Vendors vs Technicians.

 

  • Spend per Meld
    View average spend per Meld, per Coordinator (by adjusting filter settings).

 

  • Avg. Invoice Spend
    View average invoice spend per Coordinator.

 

  • Avg. Expenditure Spend
    Track expenses for work completed by internal Technicians.

 

  • Invoice Rate
    This shows the % of Melds that have an invoice. Indicates the need to remind Vendor to submit an invoice. 

 

  • Expenditure Rate
    This shows the % of Melds that have expenditures. Indicates the need to remind Technician to submit expenditures.

 

  • Total Invoice Spend
    View total invoice spends per Coordinator (in a given time horizon).

 

  • Avg Invoice Spend per Meld
    Compare average invoice spends per Meld against the Total Invoice Spend to see the correlation between volume and spend for each Coordinator.

 

  • Invoice Spend
    View invoice spends per Coordinator, across a given time horizon. 

 

  • Invoice Ranges
    View by 25th, median, and 75th percentiles, across a given time horizon.

 

  • Total Expenditure Spend
    View total expenditure spends per Coordinator (in a given time horizon).

 

  • Avg Expenditure Spend per Meld
    Compare average expenditure spends per Meld against the Total Expenditure Spend to see the correlation between volume and spend for each Coordinator.

 

  • Expenditure Spend
    View expenditure spends per Coordinator, across a given time horizon. 

 

  • Expenditure Ranges
    View by 25th, median, and 75th percentiles, across a given time horizon.

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Technician Performance