SVC-08
Department Weekly Scorecard
ARO, CSI, comeback rate, technician efficiency, and hours sold — the roll-up, read together as one story.
This week vs. trailing 3-month average
| Metric | This week | Last week | 3-month avg | Trend (up / flat / down) |
|---|---|---|---|---|
Rows: ARO, CSI, comeback rate, technician productivity, technician proficiency, hours sold. Read the combination, not each row in isolation — a single strong number can hide a slipping one.
Targets this scorecard is measured against
- top-quartile on OEM scale (commonly 950+ of 1,000)
- PROPOSED, pending specialist review
- under 5%
- top-performer band — PROPOSED, pending specialist review
- 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
Five numbers together tell a story. Five numbers apart are just five numbers.