Glossary
TAT (Turnaround Time)
Plain-Language Definition
The total elapsed time from when a maintenance or service request is raised to when the work is completed and the requester is notified, used as a key performance indicator for facility management responsiveness.
Technical Context
TAT is typically defined by priority level in service level agreements: P1/Emergency (life safety) target 15-30 minutes response, 2-4 hours resolution; P2/Urgent (major disruption) target 30-60 minutes response, 4-8 hours resolution; P3/Routine (minor issue) target 4-8 hours response, 24-48 hours resolution; P4/Planned (cosmetic, improvement) target 24 hours response, 5-10 business days resolution. TAT is measured in CMMS/CAFM systems and reported monthly.
Why It Matters
TAT is the primary indicator of FM service quality from the occupant perspective. Consistently meeting TAT targets demonstrates effective maintenance operations. Trend analysis of TAT performance reveals resource gaps, recurring problems, and systemic issues. Poor TAT correlates directly with occupant dissatisfaction and complaint escalation.
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