KPIs continue to be an invaluable tool in enabling the tracking of progress in relation to organizational objectives. In the context of professional services, they can also act as a means of predicting profitability, customer satisfaction, employee morale and more. Here are 6 KPIs your Services company should be tracking in 2021:
1. Utilization Rate
The utilization rate looks at how much of an employee’s time is being spent on billable tasks and is expressed as a percentage. For example, if an employee can potentially work 35 hours in a given week and 30 hours have been spent on billable work, their utilization rate would be 85%.
As a general guideline, services companies should aim to achieve a utilization rate of between 85 – 90% to maximize profitability.
Utilization Rate = Total billable hours/ Total hours available
2. Resource Capacity Utilization
Resource capacity utilization is a foundational metric that gives a services provider a glimpse into how loaded, or, in some cases underloaded, their resources are. Its also an essential metric for answering the question, can we take on another project?
Resource capacity utilization = reported time / resource capacity
3. Employee Satisfaction
Weve all heard the adage that happy employees are productive employees, right? According to a Gallup report, satisfied employees can increase profitability by up to 21%.
There are many ways to measure employee satisfaction. For best results, try implementing 2 or more of these methods:
- Using the employee satisfaction index (ESI)
- Conducting employee surveys
- Using the employee net promoter score (eNPS)
- Installing an employee suggestion box
- Having one on one meetings
- Using specialized software
4. Project Profitability
All services companies want profitable projects. Despite this fact, surprisingly few organizations actually follow through with measuring project level financials, resulting in uncertainty as to if the project was actually profitable or not.
Project profitability, in its simplest form, can be calculated by looking at the difference between Project Revenue and Project Costs.
The challenging part is in tracking the project level financials that will give you a clear picture as to how much money was spent, versus how much was billed for.
Learn more about project financials in our Ultimate Guide to Project Finances.
5. On-time/ Service Delivery
One of the strongest predictors of repeat business for services companies is the on-time delivery of projects.
Methods of measuring OTD (On-time delivery) can vary based on the unique nature of each organization, however, a simple calculation is as follows:
OTD= On time deliveries/ Total deliveries
Earned value is a good way to gauge the performance of a project against the original plan (budget and timeline).
There are two key parameters used when completing an Earned Value Analysis (EVA).
- Cost Performance Index (CPI) – shows how well the project is performing relative to the project budget.
- Scheduled Performance Index (SPI) – calculates how well the project is performing relative to the project timeline
Learn more about completing an Earned Value Analysis:
Keeping Track of KPIs Does not Have to be Stressful
It can be challenging to keep tabs on KPIs, especially when you already have a mountain of work on your plate. However, tracking KPIs can be made a lot easier by getting organized and leveraging technology to do the heavy lifting for you. The effort will be worth it in the long run!
Easy Projects helps services organizations achieve measurable results by providing key metrics at all stages of the service delivery lifecycle. Schedule a personalized demo today to learn more.
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