A strategic approach to managing maintenance performance

Performance of the maintenance function is typically measured for operational control purposes. Since maintenance also has a strategic dimension, its performance measurement system should be linked to the espoused strategy of the function in order to get the maximum impact. This paper presents a structured approach to managing maintenance performance developed from this premise. The measurement system features a balanced scorecard (BSC) composed of key performance indicators (KPIs). The BSC is used to inform employees of the strategy pursued by the maintenance function, and to track the effectiveness of action plans in meeting the strategic objectives. The various steps involved in the process are also discussed.