Service KPIs
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Above 3 Days Open SR
Above 3 Days Open SR
Service Request Open for over 3 days
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The percentage of field visits where electronic device entry was done

KPI Definition

Above 3 Days Open SR refers to service requests (SR) that have remained unresolved or open for more than three days. This metric typically indicates the efficiency and effectiveness of the service team in addressing customer issues promptly.

Business Value

Tracking the above 3 days open SR helps service managers foucs on the service request that havent been attended to in a few days

Movement Direction

Sample Formula

COUNT (SRN)

Should Aim For
1
This metric should move down ie., decrease with time. As it is an indicator of service requests being resolved in time
2
3
Track Similar KPIs
BD RFT Copy
Breakdown - Right First Time
Unclaimed SR
Unclaimed Service Requests
Total Tool Utilized
The total number of tools utilized
Total SR Deviation
Total Service Request Deviation
Total RFT BD
Total Right First Time breakdown
Total Four Hour Reach
It represents the proportion or total number of service requests, tasks, or activities that are successfully initiated within a narrow four-hour window
Tool Utilization Percentage
The service industry to quantify the efficiency and effectiveness of utilizing designated tools or resources in service delivery processes.
Technician Arrival
the technician physically arrives at the specified site, ready to execute the required service activities.
SR
Service Request
Site Time
It encompasses the total time allocated for on-site activities, including travel time, setup, service execution, troubleshooting, and post-service tasks such as documentation or customer interaction.
PM RFT
Preventive Maintenance right first time
Site @10
Site At 10
SDP Deviation
Service deviation parameter
PM Four Hour Reach
Preventive Maintenance four hour reach
Open SR
Open Service Requests
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