Are there are standard technician reports such as first time fix, recall rate or mean time to repair that come as standard without customised reporting?
Like a summary of all of the work order information held against a technician.
Maybe stuff like ratio between chargeable and non chargeable, or first time fix by product..?
Speaking as a Solutions Consultant (not a Product Manager) what I see in the field is that almost every company has slightly different ways of measuring FTFR (especially) and MTTR. This makes it more difficult to package up a standard solution. Our implementation teams do share experience and previous work, while respecting confidentiality, to make sure we don't reinvent the wheel every time we build reports and dashboards though.
On the product team, we do believe that a single definition is not realistic for the number of customers we support. But what we're trying to build for in the future, is a more configurable approach to defining some of these standard metrics on a platform where changes based on each customer's business rules can be made quickly without require a large customization effort. Look to the future of our production reporting initiative where we offer more choices to our customers on self service reporting.