Date post: | 24-May-2015 |
Category: |
Documents |
Upload: | ossama-ismail |
View: | 6,202 times |
Download: | 4 times |
1. Cost of managing processes Periodic costs of managing processes,
usually based on the number of Full Time Equivalents (FTEs) involved in management functions for processes
Formula: (Total cost for managing processes) divided by (period)
Unit type: Money
2. Mean Time to Repair (MTTR) Average time (e.g. in hours) between the
occurrence of an incident and its resolution.
Formula: Average of time between resolution of incident and start of incident
Unit type: Time Direction: Minimize Unit: Hours
3. % of service requests resolved within an agreed-upon period of time
Percentage of service requests resolved within an agreed-upon/acceptable period of time.
Formula: [Service request resolved within the agreed time] percentage of [Total service request]
Unit type: Percentage Direction: Maximize
4. Mean-time between failure (MTBF) The average time between equipment failures
over a given period i.e. the average time a device will function before failing. It is the reliability rating indicating the expected failure rate of equipment.
Interpretation: It is the reliability rating indicating the expected failure rate of equipment.
Unit type: Time Direction: Maximize Unit: Days
5.% of outage due to incidents (unplanned unavailability)
Percentage of outage (unavailability) due to incidents in the IT environment, relative to the service hours.
Unit type: Percentage Direction: Minimize
6. Availability (excluding planned downtime) Percentage of actual uptime (in hours) of equipment relative
to the total numbers of planned uptime (in hours). Planned uptime = service hours – planned downtime Planned downtime is downtime as scheduled for
maintenance. Also known as: Service Outage Duration
Formula: [Actual uptime] percentage of [Planned uptime]
Unit type: Percentage Direction: Maximize
7.% of outage due to changes (planned unavailability)
Percentage of outage (unavailability) due to implementation of planned changes, relative to the service hours.
Formula: [Outage due to planned changes] percentage of [total Outage]
Unit type: Percentage Direction: Minimize
8.Overall Equipment Effectiveness (OEE) Overall Equipment Effectiveness (OEE) =
Availability x Performance x Quality Availability = Operating Time / Planned
Production Time Performance = Ideal Cycle Time / (Operating
Time / Total Pieces) or Performance = (Total Pieces / Operating
Time) / Ideal Run Rate Quality = Good Pieces / Total Pieces