2. Key Examples of Pest Control ServiceKPIs
PCS - 014 Ver 1.0 (May24)
Confidential & Proprietary | 2024 CBRE, Inc.
1. KPI (Key Performance Indicators) Overview
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BID
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Developing KPIs
Contracting
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Pest Control Services
KPI’s define the metrics and the way in which we manage the Supplier partners performance against agreed Contracts and SLA’s, at a site or cluster level. KPI results will typically be aggregated to a country / regional / global account level as required to meet CBRE and client reporting requirements, using the reporting formats and to the frequencies agreed upon with the client.
A good performance indicator is part of the ‘SMART’ Goal KPI tool and should be:
- Specific – it should be clear what is being measured
- Measurable – it should be measurable against set standards
- Achievable – target a realistic/achievable goal
- Relevant – it should offer insight into overall safety performance
- Timely – KPI’s should follow a set timeframe
3. Links To Proposed CBRE KPIs
CBRE is in the process of developing suitable KPIs which span waste services and the circular economy. Suggested KPIs are accessible through the link below and will be updated periodically.
Sources: Bero 2024
Click here to access the CBRE example KPI Template
Contract Management: Key KPIs
Key KPIs
Number of consumer complaints
Number of consumer complaints based on pest-related issues should be less than 1 in a million (here the benchmark depends on the starting point of the buyer).
Number of direct complaint from the buyer site
A number of direct complaints from the buyer site should be less than 1 in a month.
No issues in external audit
There should be no major issues from pest control-related activities in external audits. For example: PepsiCo has a regulation that the maximum deduction for pest control in an AIB audit can be 40 points, where the total score is 1,000, i.e., the audit starts with 1,000 points, and the Auditor deducts points every time he/she sees a problem or non-compliance. The deduction, due to pest control, should be limited to a maximum of 40 points.
The KPIs are parameters included in the pest control services plan and adhere to cleaning standards applicable to each functional area.
Cost per cleaned area
This is the usual KPI, which is used to compare pest control worker costs across relevant peer groups.
Scheduled pest control service
Each facility is to be serviced by a pest control worker only in the scheduled time interval and not in the non-scheduled timings of the day.
Quality audits
Performance review to happen at regular intervals to evaluate the performance improvement areas.
Equipment
Pest control equipment and consumables are to be provided, stored, cleaned, maintained, and replaced as per good industry practice and agreement.
Labor utilization
Area cleaned per full-time pest control worker is used to specify the labor utilization rate.
Employee turnover
Staff turnover is maintained below a level agreed upon by both the supplier and the client.
Emergency response time
Agreed-upon maximum response time for each emergency/urgent requirement.
Regulatory compliance
All the pest control activities and report generation to be compliant with government regulations.
Documentation practices
Documentation to be done according to the agreed-upon standards and time intervals.
Supervision-level attendance
Presence of supervision-level employees to be above the agreed-upon level throughout the contract period.
The following section describes micro-level KPIs that can be selected by the client for sub-categories in pest control services. The factors, for which these KPIs are described, are cost, quality, quantity, compliance, and timeliness.
Periodic/Special/Reactive Pest Control Services:
Cost
Whether the activity is provided within the agreed budget?
Is there a variation in actual cost incurred and allocated budget? If yes, then what is the percentage?
Are all consumable items properly accounted for?
What is the percentage of direct costs recovered?
Whether all doors/glass windows/desks/furniture sanitized and polished?
Whether carpeted areas are vacuumed, dry, pest-free, and dust-free?
Whether access routes, such as lifts and stairwells, are sanitized and pest-free?
Are all signboards pest-free and do they clearly display the contents?
As specified, are all hard floor surfaces sanitized as per manufacturer’s recommendations?
Compliance
Are all contractual terms adhered to?
Risk assessments recorded and acted upon
Whether operations and maintenance manual are adhered to?
Are services delivered within the agreed time of availability?
Whether the response to service calls are adhered to within response times?
Quality
Are pest control appliances clean and dust-free?
Total operating hours of facility
Are staff resources in attendance for specified shift?
Timeliness
Quantity
Number of special pest control service requests processed in a day
Parameters
Details
Description
Factors
Details