The Maintenance Excellence Institute
How OCE Impacts Your Bottom Line: Part II – Page 8
Craft Service Quality
Craft Service Quality (CSQ): The third element affecting Overall Craft Effectiveness relates to the relative quality of the repair. This element includes quality of the actual work, where certain jobs possibly require a call back to the initial repair thus requiring another trip to fix it right the second time. However, Craft Service Quality can be negatively impacted due to no fault of the crafts person when hasty repairs, patch jobs or inferior repair parts/materials create the need for a call back
We can measure call backs via the CMMS with special coding of call back work orders. Typically, the CSQ element of OCE is a more subjective value and therefore it must be viewed accordingly in each operation. However, the Craft Service Quality level does affect overall craft labor productivity and the bottom line results of the entire maintenance process. When reliable data is present for all three elements of OCE, then the Overall Craft Effectiveness Factor can be determined by multiplying each of these three elements:
What Overall Craft Effectiveness Can You Expect? Since OCE is a rather new concept there are actually a limited number of case studies outside the real world experiences of MEI staff and Alliance Members. Some organizations try to measure just wrench time and it is accepted that 30 to 40% is typical and 70% is great. Other organizations may measure and track craft performance if a sound planning process and reliable planning times are in place. Also other consulting firms shy away from the often sensitive issue of measuring craft labor in anyway, especially within a Union environment.
MEI feels strongly that measuring and improving productivity of craft labor resources is essential to profit centered maintenance and continuous reliability improvement. Measuring and improving OCE must be addressed by today’s in house maintenance operation. Likewise, we feel that the Range of OCE Element Values shown in Table 4 represents the High, Medium and Low combinations for OCE. Successful operations can expect an OCE Factor in the High range of 65% or more.
Table 4: Range of OCE Element Values and OCE
Craft Service Level
The OCE Factor
Range of OCE Element Values
All Three Elements of OCE are Important: Maintenance craft labor may be very efficient with 100 percent craft performance and still not be effective if craft utilization is low and craft service quality are poor.