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BD Four Hour Reach

Breakdowns attended within four hours

The percentage of service requests where moble number was incorrectly entred

KPI Definition

BD Four Hour Reach refers to the percentage or count of service requests that are successfully addressed or responded to within a four-hour timeframe from the time of initial contact or submission. BD Four Hour Reach serves as a vital benchmark in evaluating service performance, guiding efforts to optimize resource allocation, streamline processes, and enhance overall service delivery standards.

Business Value

This metric helps evaluate what percentage of engine breakdowns were attended to within 4 hours

Movement Direction

Sample Formula

COUNT(SRN) where : BD_Four_Hour_Reach ='Y', "PM_or_BD_Call = 'BD' and Status in ('Closed', 'Completed') / COUNT(SRN) where : "PM_or_BD_Call = 'BD' and Status in ('Closed', 'Completed')

Should Aim For

1

This metric should increase with time. A business should focus on increasing the percentage as it is an indicator of efficient servicing

2

3

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