Fleet Management 101: Mastering the Fundamentals That Drive Fleet Success
This article is based on a recent episode of The Fleet Success Show podcast.
Watch the full episode here:
Table of Contents
- What Are the Fundamentals of Fleet Management?
- Why Most Fleet Managers Struggle (and How to Avoid It)
- The 5 Metrics Every Fleet Should Track
- How to Build a Scorecard That Changes Culture
- Why Customer Service is a Fleet Strategy
- Working On the Business vs. In the Business
- Frequently Asked Questions (FAQs)
What Are the Fundamentals of Fleet Management?
The fundamentals of fleet management refer to the core systems, data, and processes that enable a fleet to run efficiently, safely, and cost-effectively. These include:
- Proper asset classification and accounting codes
- Consistent preventive maintenance (PM) scheduling and tracking
- Real-time fleet availability monitoring
- Customer service processes and communication with stakeholders
- Accurate reporting and performance measurement
- A clear strategy for asset replacement and future technology integration
According to Bill Griffiths, Fleet Administrator for Washington D.C., "It’s not the basics that get people in trouble—it’s the lack of knowledge of the basics."
Why Most Fleet Managers Struggle (and How to Avoid It)
New and even experienced fleet managers often face the same challenge: they’re overwhelmed by complexity and unsure where to focus.
Griffiths, who has led fleets at the Smithsonian, Montgomery County, the MBTA, and now D.C., says it starts with data clarity.
“You can’t run a successful fleet if you don’t even know how many vehicles you have, what types they are, or how they’re performing.”
Many fleets operate on spreadsheets or outdated systems that don’t integrate inspections, maintenance, and reporting. This creates blind spots that lead to:
- Missed PMs
- High downtime
- Overextended budgets
- Negative stakeholder feedback
- Risk of maintenance being outsourced
That’s why fleets are shifting to fleet maintenance management systems like RTA Fleet360—tools that centralize operations, increase technician productivity, and give managers the visibility to drive continuous improvement.
The 5 Metrics Every Fleet Should Track
While there are dozens of data points you could measure, Griffiths recommends starting with these five KPIs:
- Fleet Availability
The percentage of vehicles ready for use at any given time.
→ Target: Less than 5% out-of-service - Comebacks & Tows
Indicators of failed repairs or quality issues.
→ Goal: <2% comeback rate - PM Compliance
Are vehicles being serviced on time?
→ Goal: 95–100% compliance - Absenteeism
Labor-related downtime impacts shop throughput.
→ Watch for chronic issues or trends - Technician Efficiency
Time spent wrenching vs. on paperwork or waiting on parts.
→ Use digital WOs and automated workflows to boost this
“Start small. It doesn’t have to be nine metrics. Make sure you choose the five that matter most to your operation.”
How to Build a Scorecard That Changes Culture
A major pain point for fleet managers is getting shop-level buy-in. Griffiths tackled this by implementing a monthly scorecard system tied to KPIs.
Each shop receives:
- A performance report with current KPI data
- A self-assessment form asking:
- What contributed to your performance?
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- What restricted your shop?
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- What are you doing to improve?
Then, the team discusses results in monthly meetings—not to assign blame, but to encourage ownership.
“Now they’re saying, ‘Hey, my failures in service were up—and I can tell you why.’ That’s when you know it’s working.”
Why Customer Service Is a Fleet Strategy
You may not think of internal departments as customers—but they are. And bad communication with them = bad perception of your fleet.
That’s why D.C. implemented:
- Daily out-of-service reports
- Daily or weekly calls with key departments
- Consistent feedback loops from service users
“Your customer is your advocate—or your downfall. If they’re unhappy, that complaint will reach a council member fast.”
To protect your internal maintenance from being outsourced, you must prove your value with consistent uptime, proactive communication, and performance transparency.
Working On the Business vs. In the Business
This may be the biggest mindset shift for fleet leaders:
“Are you working on the business or in the business?” Griffiths asks. “Because if you’re not thinking 2–3 budget cycles ahead, you’re already behind.”
Examples of working on the business:
- Planning EV infrastructure and vehicle replacements
- Forecasting technician workforce needs
- Analyzing failure trends and adjusting PM schedules
- Building business cases for capital investment
- Documenting SOPs in a Fleet Wiki so others can follow the process
Fleet leaders must empower their teams to work in the business—so they have time to lead strategically.
Frequently Asked Questions (FAQs)
What is a fleet maintenance management system?
A fleet maintenance management system (FMMS) like RTA Fleet360 is software that helps fleet teams schedule preventive maintenance, track repairs, manage inventory, monitor technician productivity, and report on key metrics—all in one platform.
How do I improve fleet availability?
- Increase PM compliance
- Reduce comebacks through QA/QC
- Automate parts tracking to prevent delays
- Use daily out-of-service reporting
- Measure feeder metrics like technician absenteeism
What are the key metrics for fleet management?
The top five metrics to track:
- Fleet availability
- PM compliance
- Comebacks/tows
- Technician efficiency
- Absenteeism
What’s the difference between fleet management and fleet maintenance?
Fleet maintenance focuses on vehicle repairs and servicing.
Fleet management includes maintenance, budgeting, asset lifecycle planning, reporting, and stakeholder communication.
Conclusion: Get the Basics Right—Then Scale
No software or initiative can save a fleet that doesn’t understand its own operation. Whether you're managing a city fleet of 4,000 vehicles or just getting started, it all comes down to:
- Know your data
- Track what matters
- Build processes that outlast your tenure
- Communicate like a leader
- Think years ahead
This is the foundation of successful fleet maintenance management—and it’s how you take your fleet from functional to high-performing.