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How “First time Resolution”,”MTTR” metrics in IT service Management can make you lose your customers in fixed price contract?

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  • Read more about How “First time Resolution”,”MTTR” metrics in IT service Management can make you lose your customers in fixed price contract?

MTTR (Mean time to repair) Metric is widely used metric in IT service management operations irrespective of contractual agreement type.

However, in fixed price contract, this metric creates an illusion for service providers that all is well.

The hidden risks associated with the below two points are

1)MTTR metric focuses on Mean time to repair- it does not give actual time spent on restoring/repairing each and every incident(as its fixed price contract)

Skidless Surface Evaluation System to Be Featured at Mfg4

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(Mahr Federal: Providence, RI) -- Mahr Federal, designer and manufacturer of production dimensional measuring technology, will be featuring the addition of an economical and powerful new skidless surface evaluation system to its MarSurf line of mobile surface metrology systems at Manufacturing 4

New Website Gives Small Businesses Access to Large Corporate Supply Chains

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(IBM: New York) -- Small businesses, which are catalysts for the U.S.

Hospital Bonus Incentives Fail to Help Patients

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(Reuters: New York) -- A program to pay hospitals bonuses for hitting key performance measures, or dock them if they miss, failed to improve the health outcomes of patients, according to a large, long-term study.

<em>Lean for Dummies, Second Edition</em>

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(Wiley: Hoboken, NJ) -- Have you thought about using lean in your business or organization, but are not really sure how to implement it? Or perhaps you’re already using lean, but you need to get up to speed.

Pharma Business Model Is Broken, Say Industry Execs

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(Booz & Co.: New York) -- Confirming pessimism about the state of the pharmaceutical industry, a recent survey of U.S.- and European Union-based pharmaceutical sales and marketing executives reveals that 68 percent believe “the current business model is broken.” The survey, conducted jointly

The Chilean Miner Rescue: A Lesson in Global Teamwork

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By now, the story is familiar: On Aug. 5, 2010, 33 miners were trapped 2,000 feet below ground at the San Jose mine in Chile’s Atacama Desert.

NSF/ANSI 14 Now Required by Uniform Plumbing Code

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(NSF: Ann Arbor, MI) -- All major plumbing codes are now requiring that plastic piping products comply with NSF/ANSI Standard 14—“Plastics piping system components and related materials,” including the Uniform Plumbing Code (UPC).

The Future of ISO 9001

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To remain the valuable business system that it currently is, ISO 9001 needs to continue to evolve, ensuring that organizations of all sizes, complexities, and locations see a clear connection between their strategic objectives and their quality management system (QMS

Understanding Competitive Strategy

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A new book on strategy recently crossed my desk, and I have to say it is an excellent read.

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