Business Context
Knowing the average time required to deliver a break-fix (repair a failed installed product) based on actual historical and current data results in significant operational predictability. This in turn makes it possible to plan better and address any recurring issues with people/products proactively and strategically.
Measuring this metric requires businesses to record not just the time spent by their labor force, but also the time spent on non-service activities by the technicians during a job.
MTTR is calculated as follows:
The average amount of time it takes to complete repair work orders:
The average time is measured by capturing the actual time for each repair, along with time spent on non-service activities by technicians during the job, and slicing and dicing the data on products and technicians.
Recording and analyzing this metric can help organizations to achieve the following:
• Fine-tune dispatch and improve technician utilization by knowing how long the job might potentially take beforehand
• Design preventive maintenance plans for specific products and include PM Plans as offerings in service contracts
• Identify training opportunities for skill enhancement of technicians.