Running the centre
Resolution time
Resolution time is how long it takes from a fault being reported until it is fixed and the ticket is closed. It is the figure felt by whoever is living with the broken shower, and the one compared with the agreed deadline to decide which tickets are overdue.
Also known asmean time to resolution · MTTR · time to resolve · repair time
What it measures and from when
It is calculated like any service time: for each ticket, closing time minus reporting time, and the average or median over a period. In maintenance people talk about mean time to repair (MTTR): total repair time divided by the number of repairs. The definition has a catch worth knowing: counting from when the repair starts is not the same as counting from when the fault is detected. A promise to fix within 24 hours that only starts counting after six days of waiting is no better than a seven-day one.
In a residence you also have to decide what to do with waits that do not depend on the team: the part that has not arrived, the outside contractor, the room nobody can get into. If they are discounted, say so; if not, the figure measures that too. What is useful is reading it by category and priority, alongside first response time, and looking at the slowest maintenance ticket, not just the average.
Worth knowing
What people take for granted: that closing the ticket means fixing the fault. If it is closed before the repair is checked, the time looks better in the statistics and the shower keeps dripping. That is why it is read alongside reopened tickets.
Sources
Related terms
- Maintenance ticketA maintenance ticket is the record of a fault in a residence's facilities (a dripping shower, a broken blind) with what is wrong, where, who reported it and when. It is used to assign the job to whoever fixes it, track the deadline and keep a record of how it was closed.
- First response timeFirst response time is how long it takes from someone reporting an incident until a member of staff replies or picks it up. It does not measure whether it was fixed, but how long the person who reported it waited to know someone had it. It is given as a median or average over a period.