A breakdown is considered to be resolved "right first time" when the service technician diagnose the issue, apply the appropriate repairs

KPI Definition

Total Right First Time Breakdown on a KPI sheet in the service industry refers to the comprehensive count or percentage of breakdown incidents that are successfully resolved or addressed correctly upon the initial attempt, without the need for rework, repeat interventions, or further adjustments. This metric serves as a fundamental indicator of the effectiveness and efficiency of breakdown resolution processes within a service operation. A breakdown is considered to be resolved "right first time" when the service technician or personnel accurately diagnose the issue, apply the appropriate repairs or remedies, and restore the equipment or system to full functionality without the need for subsequent adjustments or additional service visits.

Business Value

Resolving breakdowns correctly the first time minimizes downtime and disruptions for customers, leading to higher satisfaction levels. Satisfied customers are more likely to remain loyal and recommend the service provider to others, contributing to business growth and profitability.