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首页> 外文会议>Annual ASEM(American Society for Engineering Management) National Conference; 20071107-10; Chattanooga,TN(US) >Performance Scorecard: Performance Management of Maintenance
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Performance Scorecard: Performance Management of Maintenance

机译：绩效记分卡：维护的绩效管理

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摘要

This paper measures customer service in a maintenance group using a customer service survey to define and target the ideal behaviors. The objective of the paper is to demonstrate the importance of performance management and provide a tool for maintenance and engineering managers to be able to execute a fair management system using objective measurables. This paper will outline the process of creating a performance management system for a maintenance group focusing on three main priorities: 1. Corrective Maintenance 2. Preventative Maintenance 3. Projects The new system also introduces the concept of customer service and provides an example of using a customer service survey for use with internal customers as defined by the job description. In a one-year period, customer performance ratings for the maintenance group improved by 21%. This improvement was accompanied by a reduction in unscheduled downtime of 33%, an increase in production efficiency, and a 44% reduction in maintenance expenses.
机译：本文使用客户服务调查来度量维护组中的客户服务，以定义和确定理想的行为。本文的目的是证明绩效管理的重要性，并为维护和工程管理人员提供一种工具，使其能够使用客观可衡量的指标执行公平的管理系统。本文将概述针对维护小组的绩效管理系统的创建过程，该过程着重于以下三个主要优先事项：1.纠正性维护2.预防性维护3.项目新系统还引入了客户服务的概念，并提供了使用维护服务的示例。根据职务说明定义的内部客户使用的客户服务调查。在一年的时间里，维护小组的客户绩效等级提高了21％。这种改进伴随着计划外停机时间减少了33％，生产效率提高以及维护费用减少了44％。

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