Resolution Time
The time it takes to close a request completely.
Definition
Resolution Time is The time it takes to close a request completely. Teams usually run into it when service promises need to be turned into measurable response and closeout times.
What makes it useful is that timing standards are what separate a well-run maintenance team from a backlog that only looks busy. They are especially useful when comparing vendor performance or resident experience across buildings.
Use cases
Use Resolution Time to measure whether response and close times are actually meeting promise.
Review Resolution Time when the team needs to compare vendors or buildings on the same service standard.
Track Resolution Time so operations can show whether backlog is a workload issue or a speed issue.