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What are the most effective metrics for measuring resolution time in Computer Repair?

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Resolution time is one of the most important metrics for measuring the performance and quality of computer repair services. It indicates how quickly and efficiently a problem is solved, and how satisfied the customer is with the outcome. However, not all resolution times are equal, and there are different ways to measure and improve them. In this article, we will explore some of the most effective metrics for measuring resolution time in computer repair, and how they can help you optimize your processes and deliver better results.

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1 What is resolution time?

Resolution time is the total amount of time it takes to resolve a computer problem from the moment it is reported to the moment it is fixed. It includes the time spent on diagnosing the issue, finding the solution, implementing the repair, and verifying the functionality. Resolution time can vary depending on the type, complexity, and urgency of the problem, as well as the availability of resources, tools, and skills. Resolution time is a key indicator of customer satisfaction, as well as operational efficiency and cost-effectiveness.

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Desmond Silaule

ICT Field Engineer at Department of Labour
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Resolution time is the average amount of time an agent, whether 1st line or 2nd line, spends from identifying the problem to recommending or finding remedy to the problem

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2 Why is resolution time important?

Resolution time is important because it affects the quality of service and the reputation of the computer repair provider. Customers expect their computer problems to be solved as quickly as possible, with minimal disruption and inconvenience. A long resolution time can cause frustration, dissatisfaction, and loss of trust. On the other hand, a short resolution time can enhance customer loyalty, retention, and referrals. Moreover, resolution time is important because it impacts the productivity and profitability of the computer repair provider. A long resolution time can increase the workload, the costs, and the risks of errors and rework. A short resolution time can reduce the overhead, the waste, and the opportunity costs.

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Nana Osei Wiafe

Cybersecurity Analyst || Network Security || LOC PyCon Africa 24 || Certified in Kaspersky Endpoint Security || Certified in Qualys
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Resolution time is important because as much as repairers may not like it, most clients are going to be impatient and would want their devices back as soon as possible to continue whatever work they’re into. A short resolution time is always best because it helps build customer satisfaction which goes a long way into building trust between the customer and the repairer whereas long resolution time will mostly result into frustration on the side of the client and loss of trust.

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Desmond Silaule

ICT Field Engineer at Department of Labour
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Resolution time is very important as it makes sure that you adhere to SLA and gives insights into how well your team can solve customer problems at once and accurately, by adhering to this metric will ensure that your customers queries are dealt with effectively and meet their expectations.

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3 How to measure resolution time?

Measuring resolution time can depend on the purpose and perspective of the analysis. Average resolution time is an overall picture of the performance and quality of the computer repair service, calculated by dividing total resolution time by the number of problems solved. Median resolution time is more resistant to outliers and extreme values, derived from sorting resolution times from lowest to highest and finding the one that divides the data into two equal halves. First contact resolution time reflects the effectiveness and efficiency of the computer repair service, as it is calculated by dividing number of problems solved on first contact by total number of problems reported. SLA compliance rate measures reliability and consistency of the computer repair service, as it is derived from dividing number of problems solved within SLA by total number of problems reported.

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Timothy Harrington

Napa Valley USD SysAdmin | Cybersecurity, Emerging Tech, Agile Project Management | Emergency Management | TLO-C
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This metric is normally tracked from the moment a work order or help desk ticket is created, but for myself, I personally track the time from when I get actionable information (machine name, IP address, physical location of the device if needed, etc.), as these are not always present in the work order. Since not having this information to start can lengthen the time to resolution by requiring follow-up communications or a hunting expedition, a more accurate picture emerges once that has been rectified. If you are looking for a work order or ticketing system, try to make sure that you can require all relevant pieces of information in the creation process, or be prepared to discount your resolution times accordingly in your SLAs.

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4 How to improve resolution time?

Various strategies can be employed to improve resolution time, depending on the root causes and the opportunities for improvement. For instance, implementing a problem management system can reduce ambiguity, complexity, and uncertainty of the process, and increase accuracy, speed, and quality of the outcome. Providing adequate training and tools to computer repair technicians can also enhance their competence, confidence, and productivity. Additionally, improving communication and collaboration among technicians, customers, and other stakeholders can increase understanding, alignment, and cooperation while reducing errors, delays, and conflicts. All of these strategies can help to improve resolution time.

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5 How to monitor and evaluate resolution time?

Monitoring and evaluating resolution time requires different approaches, depending on the goals and feedback of the computer repair service. Setting SMART goals can provide a clear direction, a quantifiable measure, a realistic expectation, a meaningful purpose, and a deadline. Dashboards and reports can visualize and communicate the results and progress of the computer repair service with an overview, detailed analysis, historical comparison, and future projection. Additionally, soliciting feedback and reviews can offer a direct input, qualitative insight, constructive criticism, and positive recognition of the computer repair service. Together, these methods can help to monitor and evaluate resolution time effectively.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the most effective metrics for measuring resolution time in Computer Repair?

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4

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1 What is resolution time?

2 Why is resolution time important?

3 How to measure resolution time?

4 How to improve resolution time?

5 How to monitor and evaluate resolution time?

6 Here’s what else to consider

Computer Repair

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What are the most effective metrics for measuring resolution time in Computer Repair?

1

2

3

4

5

6

1 What is resolution time?

2 Why is resolution time important?

3 How to measure resolution time?

4 How to improve resolution time?

5 How to monitor and evaluate resolution time?

6 Here’s what else to consider

Computer Repair

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