The Service Team Analysis report on Ascend HQ allows you to analyze the work being done in your service center. Use this tool to assess your mechanics’ and service center’s performance and ensure you’re following best practices throughout your entire store.

All metrics measure only transactions finished (closed) in the selected date range and exclude tax. Work orders with no sales items and sales items which were not added to the Work Order Details screen are excluded from calculations.

• Bike category: Top parent category contains Bikes or Bicycles.
• Labor category: Top parent category contains Labor, Labour, or Service.
• Rental category: Top parent category contains Rental.

Note: This report does not calculate metrics in the same way as the built-in TCS Service Team Analysis report. Article: Work Order report definitions 

System setup

1. Enter all labor, services, and work performed by mechanics in Ascend as a work order (including minor service, e.g. tube repairs, and bike builds). Articles: Process a customer’s repair (work order) and Assemble a product for a customer (bike builds) 
2. In Ascend HQ, navigate to Settings > General and configure your tune-up package levels.
   Note: To configure multiple packages per level, separate SKUs with a comma. (multi-store retailers) Tune-up SKUs share for all locations and cannot be configured for individual stores.
   1. In the Level 1 field, enter the in-store product SKU(s) for your basic tune-up package(s).
   2. In the Level 2 field, enter the in-store product SKU(s) for your mid-level tune-up package(s).
   3. In the Level 3 field, enter the in-store product SKU(s) for your highest-level tune-up package(s).
   4. Click the Save button.

Metric definitions

Overview

Labor $

Total of all sales items which were added to a work order and are assigned to the Labor category.

WO displays the value (sales dollars, excluding tax) of all sales items which were added to the Work Order Details screen and are assigned to a Labor category.

The gauge icon displays the percentage of labor sales which are added to a Work Order Detail (WO divided by Total, multiplied by 100.). A value of 95% or higher is considered “passing.”

Labor Units

Total displays the quantity of all sales items which are assigned to a Labor category.

WO displays the quantity of all sales items which were added to the Work Order Details screen and are assigned to a Labor category.

The gauge icon displays the percentage of labor items which are added to a Work Order Detail (WO divided by Total, multiplied by 100.). A value of 95% or higher is considered “passing.”

Add-on $

Total value (sales dollars, excluding tax) of all sales items which are assigned to a Work Order Detail and are not assigned to a Bike/Labor/Rental/serialized category.

Intake

Advisor

The user selected in the Advisor drop-down on the Work Order Details screen.
Note: Users who were removed (hidden) in Ascend continue to display for reporting. If (none) displays, no user was selected.

# WO Created

Total number (count) of Work Order Details which have the user as the Advisor and were finished (closed) in the selected date range.

% WO Created

For Work Order transactions which have the user as the Advisor and were finished (closed) in the selected date range: # WO Created divided by the total number (count) of all Work Order Details, multiplied by 100.

Av. WO

For Work Order transactions which have the user as the Advisor and were finished (closed) in the selected date range: Total value (sales dollars, excluding tax) of sales items which were added to a Work Order Detail and are not assigned to a Bike/Rental/serialized category, divided by # WO Created.

Tune %

For Work Order transactions which have the user as the Advisor and were finished (closed) in the selected date range which have the user as the Advisor and were: Total number of Work Order Details which contain at least one tune-up SKU (as configured in Settings above) divided by # WO Created, multiplied by 100.

High Tune %

For Work Order transactions which have the user as the Advisor and were finished (closed) in the selected date range: Total number of Work Order Details which contain a Level 2 or Level 3 tune-up SKU (as configured in Settings above) divided by # WO Created, multiplied by 100.

Av. Add-on $

For Work Order transactions which have the user as the Advisor and were finished (closed) in the selected date range: Total value (sales dollars, excluding tax) of sales items which were added to a Work Order Detail and are not assigned to a Bike/Labor/Rental/serialized category, divided by # WO Created.

Attachment

For Work Order transactions which have the user as the Advisor and were finished (closed) in the selected date range: Total work order add-on dollars (sales-dollars, excluding tax) for products not assigned to Bike/Labor/Rental/serialized category divided by total work order labor dollars as a percentage.

Productivity

Technician

The user selected in the Technician drop-down on the Work Order Details screen.
Note: Users who were removed (hidden) in Ascend continue to display for reporting. If (none) displays, no user was selected.

# WO Complete

Total number (count) of Work Order Details which have the user as the Technician and were finished (closed) in the selected date range.

Labor $

For Work Order transactions which have the user as the Technician and were finished (closed) in the selected date range: Total value (sales dollars, excluding tax) of all sales items which are assigned to a Work Order Detail and are assigned to a Labor category.

Labor %

For Work Order transactions which have the user as the Technician and were finished (closed) in the selected date range: Labor $ divided by total value (sales dollars, excluding tax) of all sales items which are assigned to a Work Order Detail and have the user as the Technician.

Labor/Hour

Labor $ divided by the user’s total hours logged using the Time Clock during the selected date range. Article: All about the employee Time Clock 

Assemblies

Assembler

The user selected in the Assembled By drop-down on the serial number record.
Note: Users who were removed (hidden) in Ascend continue to display for reporting. If (none) displays, no user was selected.

# Assembled

Total number (count) of serial number records which have the user as the Assembler and were checked Assembled during the selected date range.

Assembled/Hour

# Assembled divided by the user’s total hours logged using the Time Clock during the selected date range. Article: All about the employee Time Clock 

Turnaround Time Report

#WO Complete

Total number of work orders completed within the last seven (7) days.

Average Turnaround Time

Average amount of time needed to complete work orders within the last seven (7) days.

Days Out

Estimated amount of time needed to complete a work order if started today based on previous performance and current workload.

Sched Appts within 48 hours

Total number of appointments scheduled to begin within the next two (2) days.

Sched Appts after 48 hours

Total number of appointments scheduled to begin after the next two (2) days.

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