Glossary
Mean response time
Mean response time is how long it takes, on average, between a service request coming in and someone arriving on site. It measures the operation ability to react, and it is the indicator the customer perceives first.
It is worth splitting into two stretches, because they are corrected differently: the time until the order is assigned is a dispatching problem, and the time from assignment to arrival is a distance and workload problem. A single average hides which of the two is failing.
It is also worth looking at it by service type rather than overall. An emergency and a scheduled preventive have different expectations, and the average of the two describes an operation that does not exist.
Set it against a target and not against last month: compared with itself, an indicator always looks reasonable. The target comes from the commitment made to the customer, and the distance between the two is what tells you whether there is a problem or just variation.
Where GoDoWorks handles this:GDW Services