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1. Cost of managing processes

Periodic costs of managing processes,

usually based on the number of Full Time Equivalents (FTEs involved inmanagement functions for processes

Formula: (Total cost for managingprocesses divided by (period

Unit type: !oney

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". !ean Time to #epair (!TT#

$verage time (e.g. in hours bet%een theoccurrence of an incident and its

resolution.  Formula: $verage of time bet%een

resolution of incident and start of incident

 Unit type: TimeDirection: !inimi&eUnit: 'ours

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. ) of service requests resolved %ithin anagreed*upon period of time

Percentage of service requests resolved

%ithin an agreed*upon+acceptable period oftime.

 Formula: -ervice request resolved %ithinthe agreed time percentage of Total service

request  Unit type: Percentage

Direction: !a/imi&e

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0. !ean*time bet%een failure (!TF  The average time bet%een equipment failures

over a given period i.e. the average time adevice %ill function before failing. 2t is the

reliability rating indicating the e/pected failurerate of equipment.

  Interpretation: 2t is the reliability ratingindicating the e/pected failure rate of equipment.

 Unit type: TimeDirection: !a/imi&eUnit: 3ays

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4.) of outage due to incidents(unplanned unavailability

Percentage of outage (unavailability

due to incidents in the 2T environment,relative to the service hours.

 Unit type: Percentage

Direction: !inimi&e

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5. $vailability (e/cluding planned do%ntime Percentage of actual uptime (in hours of equipment relative

to the total numbers of planned uptime (in hours.

Planned uptime 6 service hours 7 planned do%ntime

Planned do%ntime is do%ntime as scheduled formaintenance.

$lso 8no%n as9 -ervice :utage 3uration

 Formula: $ctual uptime percentage of

Planned uptime  Unit type: Percentage

Direction: !a/imi&e

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;.) of outage due to changes (plannedunavailability

Percentage of outage (unavailability

due to implementation of plannedchanges, relative to the service hours.

 Formula: :utage due to planned

changes percentage of total :utage  Unit type: Percentage

Direction: !inimi&e

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<.:verall Equipment E=ectiveness (:EE :verall Equipment E=ectiveness (:EE 6

$vailability / Performance / >uality $vailability 6 :perating Time + Planned

Production Time Performance 6 2deal Cycle Time + (:perating

 Time + Total Pieces or

Performance 6 (Total Pieces + :perating Time + 2deal #un #ate >uality 6 ?ood Pieces + Total Pieces