Definition
First-time fix rate measures the proportion of maintenance jobs successfully resolved during the initial visit, without requiring a return trip, additional parts ordering, or a follow-up work order for the same problem. A low rate typically points to diagnostic gaps, parts availability issues, or inadequate initial job planning.
Key facts
- Calculated as jobs resolved on the first visit divided by total jobs attempted, for a defined population and period.
- A low rate commonly indicates diagnostic accuracy problems, missing spare parts, or under-planned initial visits.
- Distinct from MTTR: a fast repair that still requires a second visit to actually resolve the issue still counts against first-time fix rate.
- Improving it typically requires better upfront diagnosis, parts availability at the point of work, and accurate job planning.
How is First-time fix rate calculated?
First-time fix rate is calculated by tracking, for each maintenance job, whether the initial visit resolved the reported problem completely, then dividing the count of successful first visits by the total number of jobs attempted over a defined period.
What influences First-time fix rate?
A low first-time fix rate points to root causes upstream of the repair itself (inaccurate initial diagnosis, spare parts not available at the point of work, or incomplete job planning that sends a technician without everything needed) rather than technician skill alone, making it a useful signal for where planning and stores processes need attention.
FAQ
Frequently asked questions
What share of problems is resolved on the first repair attempt?
The first-time fix rate: the proportion of maintenance jobs resolved completely during the initial visit, without a return trip or follow-up work order for the same problem.
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