Service Metric Collection & Use (Heavy Equipment)
Date & Time
Wednesday, May 22, 2024, 1:00 PM - 2:15 PM
Session Type
Breakout Session
Heavy Equipment

Collecting and benchmarking service metrics is new for many Heavy Equipment OEMs. While some OEMs have good sources of data to measure items such as customer retention, fixed right first time, and other KPIs, not everyone has access to this data or is measuring it in the same way. This session will begin with an overview from the Ducker Carlisle team on what we see as best practices from related industries, highlighting our 15+ years of service benchmarking for our automotive OEMs. Each participating HE OEM will submit a service metric use case – what is something you would like to collect and how would you use that data – and the group will talk through how we might go about standardizing that within the industry. The goal with this session is for OEMs to walk away with several new ideas for how to better collect service data, as well as for the group overall to have a better set of defined metrics to collect and benchmark for NASB 2025.  

Meredith Collins
Delivery Method
Available In-Person