The number of service requests which are still open

KPI Definition

Breakdown - Right First Time is a key performance indicator (KPI) utilized within the service industry to assess the effectiveness and accuracy of resolving equipment breakdowns or failures. It represents the proportion or quantity of breakdown incidents where the issue is diagnosed, repaired, or addressed correctly and successfully upon the initial attempt, without the need for rework, repeat visits, or additional interventions.

Business Value

Resolving breakdowns correctly the first time minimizes equipment downtime. This leads to increased productivity, as equipment remains operational for longer periods, allowing customers to maintain their operations without interruptions. Reduced downtime translates to higher revenue potential and improved profitability for both the service provider and the customer.