High-level Work Flow
This section provides a high-level overview of the Mean Time to Repair metric calculation process. It helps you to understand the available configuration options and how they help to qualify the records (work order) for qualification and calculation of the metrics.
1. The first and foremost step is deciding at which level you want to calculate the metrics. You need to select the top-level issue object (Service Request, Case, Work Order) on the Business Process Config tab to decide whether you want to calculate the metrics at the Service Request, Case, or Work Order level.
2. The system determines the records belonging to which time frame should be considered for metric calculation. The system picks up the records based on the following filters: Records that were created/modified within n days prior to the SPM engine execution date for computing the metric, where 'n' is the value of global setting
SET002. The default value of SET002 is 30 days. You can update /edit the value of SET002 as required.Last Modified Date (of primary work order, case, service request) is greater than the last execution time of the SPM Engine
3. The metric is calculated based on the attributes of the Work Detail object.
4. Define the inputs to be used in metrics calculation. Select the source for the Dead Time field.
5. Use the object mapping section to define the object mapping for this metric. You need to select the source for the Technician, Product, Schedule Date, and Account fields. The system checks whether Technician, Product, Schedule Date, and Account fields are blank or contain values. If the fields are blank, then those records are not considered for metric calculation.
6. Select the SFM Expression to qualify work orders for the metric. Qualify the work order for MTTR processing by setting the appropriate field values, so that it matches the work order expression configured in SPM Setup. (Ensure that Line Qty/Start Date and Time, End Date and Time, and Dead Time in labor work details are populated with valid values. Ensure that the Working Hours field is populated in technician/Equipment records with appropriate values, to reflect the business hours of the technicians).
7. Use the Criteria tab to select the expression to qualify the work details for this metric. Ensure that the work order has one or more related work details, which match the work detail expression configured in SPM Setup. The work order has at least one associated, qualifying work detail record.
All the work orders qualifying the primary criteria are loaded and they are processed in a batch. Mean Time To Repair records are created, one per qualified work order. If an SPM- MeanTime To Repair record exists for a work order already, it is not updated and that work order is not processed again.
The Time to repair a work order can be calculated as the difference between Labor Time (In Minutes) and Dead Time (In Minutes). The Labor Time is calculated as the total offline qty as per business hours. If line quantity is not available, the difference between Start time and End time is considered to calculate the labor time.
You can use Reports and Dashboards to visualize the Mean Time to Repair Metric based on various categories.