Labor Efficiency
LE definition
Measurement of how well a franchises uses its labor resources to service its clients
DSC target
95% or higher
PC definition
The number of patrols that have been completed within a certain timeframe
Why is CR important
Indicates quality of service being provided, existing customers are the best source to get new customers
OBX target
80% or higher
Target payroll percentage for Dedicated contracts
64%
DSC definition
The amount of hours worked compared to the scheduled hours per the contract
PC calculation
Completed patrols divided by scheduled patrols
CR target
80% or higher
Why is OBX important
Impacts all KPIs, engaged Officers create great service
Target payroll percentage for Patrol contracts
30%
DSC calculation
Actual hours of shift completion divided by scheduled hours
PC target
96% or higher
CR calculation
Monthly count of ongoing customers that bill greater than $0 in the current rolling 12 months and billed greater than $0 in the previous 12 months
True or False: Can 1 person negatively impact OBX/Officer Engagement
True
What makes the LE target change
Target varies according to revenue mix
DSC best practices
Clear communication on shift changes, ensuring Officers are trained on Edge and processes & expectations, clear accountability and incentives around shift completion, putting systems in place to fill last minute call-outs, daily review of shift completion
5 ways PC can be filtered on the KPI page
Site, runsheet, day of week, Officer, date
How can you impact CR
Provide great service, follow post orders, communicate with customer frequently, report report report!, respond to issues with a sense of urgency
How can you improve OBX
Follow the 1, 7, 30, 90 day, and 1 year model, recognize Officer achievements, reward Officers, practice CBWA (coaching by walking around)
Why is LE important
Poor LE results in cash flow problems, which decreases sustainability
DSC is the leading indicator of what other KPI
Customer Retention
If you schedule 200 patrols, how many can be missed to still reach the PC target
8 patrols
True or false: Does CR impact revenue
True
OBX calculation
Officer and Supervisor will have questions to answer on training and development over the year that should show alignment.