SVC-02
Technician Efficiency Scorecard
Productivity, proficiency, and comebacks, read together for every technician — never one number alone.
Technicians
| Technician | Tier | Hours clocked | Hours billed | Productivity % | Book-time hours | Proficiency % | Comebacks this period |
|---|---|---|---|---|---|---|---|
High proficiency with rising comebacks is corners being cut, not skill. Low productivity with clean comebacks is often a dispatch problem, not a technician problem — check the capacity board before the conversation, not after.
Targets this scorecard is measured against
- 90%+
- hours billed ÷ hours clocked; NADA guideline is 87.5% — PROPOSED, pending specialist review
- 110-125%
- hours billed vs. flat-rate book time; NADA target is 125% — PROPOSED, pending specialist review
- under 5%
- top-performer band — PROPOSED, pending specialist review
- 10%
- outer ceiling worth treating as a real problem — PROPOSED, pending specialist review
Never read one column without the other two next to it.