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Soon Seng Motors Enterprise (1988) Sdn Bhd

KPI Bengkel — DrafWorkshop KPI — Draft

Sasaran biasa industri pengedar trak; sahkan sasaran sendiri dengan pengurus bengkelTypical truck-dealer benchmarks; set your own targets with the workshop manager
DRAF:DRAFT: Angka ini kadaran biasa (bukan standard rasmi). Pilih 3–5 KPI utama setiap bulan, ukur konsisten, semak dengan pasukan sebelum dijadikan sasaran rasmi.Figures are typical benchmarks (not official standards). Pick 3–5 key KPIs monthly, measure consistently, review with the team before making them official targets.

BengkelWorkshop

KPIApa yang diukurWhat it measuresCara kiraFormulaSasaran biasa (draf)Typical target (draft)
Job card / RO ditutupClosed job cards / ROsKeluaran bengkelWorkshop outputBilangan repair order (RO) siap dalam bulanNumber of repair orders (RO) completed per month80–120 RO / juruteknik / bulan80–120 RO / technician / month
WIP agingKenderaan tersekat dalam bengkelVehicles stuck in workshop% RO berusia > 3 hari daripada jumlah RO aktif% ROs older than 3 days of total active ROs< 10%
Kadar siap sekali (first-time fix)First-time fix rateKualiti pembaikanRepair quality% RO siap tanpa kembali untuk isu sama% ROs completed without returning for the same issue≥ 90%
Kadar kembali (comeback)Comeback / return rateKesilapan pembaikanRepair errors% RO kembali dalam 30 hari untuk isu sama% ROs returning within 30 days for the same issue≤ 3–5%
Produktiviti juruteknikTechnician productivityJam produktif vs jam hadirBillable vs clocked hoursJam caj ÷ jam clocked × 100Billable hours ÷ clocked hours × 10085–100%
Kegunaan bayBay utilisationGuna ruang bengkelWorkshop space usageBay terisi ÷ jumlah bay × 100Bays occupied ÷ total bays × 100≥ 75–85%
Jualan buruh per ROLabour sales per RONilai jualan per servisSales value per serviceJumlah jualan buruh ÷ bilangan ROTotal labour sales ÷ number of ROsTetapkan ikut kadar jam andaSet per your hourly rate
CSI (kepuasan pelanggan)(customer satisfaction)Pengalaman pelangganCustomer experienceSkor tinjauan selepas servisPost-service survey score≥ 85% / 4.5 bintangstars
KeselamatanSafetyInsiden kerjaWork incidentsBilangan kemalangan / near-miss sebulanAccidents / near-misses per month0 kemalangan seriusserious incidents

Service Advisor

KPIApa yang diukurWhat it measuresCara kiraFormulaSasaran biasa (draf)Typical target (draft)
RO sehariROs per dayJumlah pelanggan dikendalikanCustomers handledRO dibuka ÷ hari bekerjaROs opened ÷ working days8–12 RO / hariday
Upsell per ROUpsell per ROJualan tambahanAdditional salesJualan buruh + alat ganti tambahan ÷ ROAdditional labour + parts sales ÷ RORM 100–300 / RO
Follow-up siapFollow-up completedPanggilan selepas servisPost-service calls% pelanggan dihubungi dalam 48 jam selepas ambil kenderaan% customers contacted within 48 hours of vehicle collection≥ 90%
Booking ke servisBooking-to-repair conversionJanji temu menjadi servisAppointments becoming service% booking yang hadir & selesai servis% bookings attended & completed≥ 85%

Alat GantiParts

KPIApa yang diukurWhat it measuresCara kiraFormulaSasaran biasa (draf)Typical target (draft)
Fill rateKetersediaan stokStock availability% item diminta yang ada dalam stok% requested items in stock≥ 90–95%
Pusing ganti stokStock turnoverKecekapan stokStock efficiencyKos jualan ÷ purata inventori setahunCost of sales ÷ average inventory per year6–8 kali setahuntimes a year
Backorder agingStok tertunggakOutstanding stockUmur purata pesanan belum siapAverage age of unfilled orders≤ 7 hari (bukan VOR)days (non-VOR)
Masa tindak VORVOR response timeKenderaan tergendala menunggu bahagianVehicles down waiting for partsMasa dari pesanan VOR ke bahagian sampaiTime from VOR order to part arrival≤ 48 jamhours

Body & Paint (CTSB)

KPIApa yang diukurWhat it measuresCara kiraFormulaSasaran biasa (draf)Typical target (draft)
Serahan tepat masaOn-time deliveryKerja siap ikut janjiWork done as promised% unit diserahkan pada/awal tarikh janji% units delivered on/before promised date≥ 90%
Kadar kerja semulaRework rateKualiti kerja badanBodywork quality% unit pulang untuk kerja semula% units returning for rework≤ 3–5%
Kerja siap ikut janjiJob done within promiseKetepatan masa kerjaTimeliness% kerja siap dalam tempoh dijanjikan% jobs completed within promised time≥ 85%
QC luluspassPemeriksaan kualitiQuality inspection% unit lulus QC tanpa kecacatan% units passing QC defect-free≥ 95%