Glossary
TAT
Plain-Language Definition
Turnaround Time — the elapsed time between receiving a service request and completing it. A key FM performance metric used to measure responsiveness.
Technical Context
Typical TAT targets by priority: Emergency (fire, flood, security) = <15 minutes response, <1 hour resolution. Urgent (lift stuck, AC failure, major leak) = <30 minutes response, <4 hours resolution. Routine (minor repair, lamp replacement) = <4 hours response, <24 hours resolution. TAT is measured from work order creation to completion sign-off.
Why It Matters
TAT directly affects tenant satisfaction. Long TATs = frustrated tenants who escalate to management or choose not to renew leases. Tracking TAT identifies bottlenecks: slow response (staffing issue), slow resolution (parts/skills issue), or slow closure (process issue).
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