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Repair Order Mean Time to Repair
The average number of days required to repair the Item
Repair Order Past Due Percent
The percent of Past Due Repair Orders to total number of open Repair Orders
Service Request Backlog
Open service requests
Service Request Close Time
The average time to close (in days) for each service request that was last closed in selected period
Service Request Closed Activity
The number of service request closure actions in selected period.
Service Request Escalated Backlog Percent
Percent of open requests in escalated state
Service Request Opened Activity
The number of service request open or reopen actions in selected period.
Service Request Unowned Backlog Percent
Percent of open requests with no owner
Service Request Unresolved Escalated Backlog Percent
Percent of Unresolved Escalated Service Requests with respect to Backlog
Service Request Unresolved Unowned Backlog Percent
Percent of Unresolved Unowned Service Requests with respect to Backlog
Unresolved Service Request Backlog
Number of unresolved Service Requests
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One Comment
Dear Sir / Madam,
I’m working together with a team that has a huge challenge ahead. We are ahead of a reorganization process for the IT Department of a USD 1 Billion annual revenue logistic company in Brazil.
Right now we are looking after financial and performance indicators that will allow us to have internal and external references to compare with.
Some of the basic questions for instance are:
1) What is a good IT-cost x Company-revenue rate?
2) What is the recommended investment rate in IT?
May you be able to offer any help in these matters, or indicate a good source of information, I would highly appreciate.
Thanks in advance for your attention.
Sincerely,
Ernesto Johannes