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Technician Productivity vs Efficiency (and Proficiency)

Productivity is about how much of a tech's paid time is spent on jobs. Efficiency is about how fast the jobs get done. Proficiency combines the two. Shops and DMS systems name these differently, so write down your definitions.

Formula

Productivity % = Clocked Hours on Jobs ÷ Hours Available × 100
Efficiency % = Flagged Hours ÷ Clocked Hours × 100
Proficiency % = Flagged Hours ÷ Hours Available × 100

Worked example

EXAMPLE NUMBERS ONLY – not industry benchmarks.
Example numbers: 40 hours available, 36 clocked on jobs, 45 flagged. Productivity 36 ÷ 40 = 90%. Efficiency 45 ÷ 36 = 125%. Proficiency 45 ÷ 40 = 112.5%.

FAQ

Which one matters most?

Proficiency shows overall output per paid hour; productivity and efficiency show why it is high or low.

Why is productivity low but efficiency high?

Usually waiting time: on parts, approvals, or dispatch.

Do all shops use these exact names?

No. Some swap the terms. Check how your DMS defines them.

Get the spreadsheet

The Auto Service KPI Template Pack calculates this and other service KPIs. It comes as an Excel (.xlsx) workbook that also opens in Google Sheets (import steps included). The comeback log and per-tech scorecard are in the Pro version.

Educational only. KPI definitions vary by shop and DMS.