Asset
An asset is any piece of equipment, machine or installation whose maintenance you keep track of: its record, its location, its history and its costs.
Glossary
The language of maintenance, service and operations, in plain words
53 terms from maintenance, support, field work, sales, projects, processes, customer service and compliance. Each one with a one-sentence definition, its formula when it has one and the usual mistake.
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Maintenance
Assets, plans, work orders and reliability metrics. 17 terms
Asset criticality
Equipment criticality
Asset criticality is the impact that an asset’s failure has on service, production or safety. It helps you share out a maintenance budget that is always limited.
Availability
Asset availability
Availability is the percentage of time an asset is in a condition to operate.
CMMS
Computerized maintenance management system
A CMMS (computerized maintenance management system) is the software where an organization records its assets, plans maintenance, manages work orders and keeps track of spare parts and costs.
Corrective maintenance
Corrective maintenance is the work done after a piece of equipment fails, to bring it back into service.
Cost roll-up
Maintenance cost roll-up · hierarchical cost
A cost roll-up adds up the maintenance cost of an asset and of everything below it in the hierarchy. It tells you what a whole line, plant or building costs, and how much of that each piece of equipment takes.
Critical spare part
Critical spare
A critical spare part is one whose absence holds up the repair and drags out the equipment’s downtime. It is not the most expensive part or the most used one: it is the one you cannot get quickly.
GIS asset inventory
Geospatial asset inventory · GIS inventory
A GIS asset inventory is an asset inventory in which every item has its position on a map: a point, a line or an area.
Maintenance backlog
The maintenance backlog is the pending work that could not be done on time: open work orders, postponed preventive jobs and detected anomalies that are still unresolved.
Maintenance task list
Job plan · PM routine
A maintenance task list is the set of operations carried out on a type of equipment, with their frequency. It is the template that preventive work orders come from.
MTBF
Mean time between failures
MTBF (mean time between failures) is the average time a piece of equipment runs properly between one breakdown and the next. It measures reliability.
MTTR
Mean time to repair
MTTR (mean time to repair) is the average time it takes to bring equipment back into service after it fails. It measures responsiveness, not reliability.
OEE
Overall equipment effectiveness
OEE (overall equipment effectiveness) is the share of planned production time in which a machine makes good parts at its rated speed. It combines availability, performance and quality.
PM compliance
Preventive maintenance compliance · schedule compliance
PM compliance is the percentage of preventive maintenance work orders completed on time out of those scheduled for a period.
Predictive maintenance
PdM
Predictive maintenance decides when to intervene based on the real condition of the equipment, measured through vibration, temperature, power draw or oil analysis, not by calendar.
Preventive maintenance
PM
Preventive maintenance is work planned by calendar or by usage to keep failures from happening: routine inspections, lubrication, scheduled replacements and regulatory checks.
Work order
WO
A work order (WO) is the document that describes a maintenance job: what needs to be done, on which equipment, by whom and when.
Support and service
Tickets, deadlines, channels and what customers see of your service. 9 terms
Customer portal
Self-service portal
A customer portal is the web space where your customers check and open their requests without having to call you.
Escalation
Ticket escalation
Escalation is handing a case over to a higher level, because of its technical complexity or because it is running late.
First response time
FRT
First response time is how long your team takes to send a meaningful reply after a ticket comes in.
Hour bank
Prepaid hours · block of hours
An hour bank is a block of service hours bought in advance that is drawn down as work is done.
Omnichannel
Omnichannel support
Omnichannel means that every channel a customer uses to contact you feeds the same record and the same conversation.
Reopened ticket
Ticket reopen
A reopened ticket is a closed ticket that is opened again because the fix was incomplete or the problem has come back.
Resolution time
Time to resolution
Resolution time is how long a case takes from the moment it comes in until it is closed as resolved.
SLA
Service level agreement
An SLA (service level agreement) is the written commitment, usually part of a contract, on how quickly you will respond to and resolve a customer’s tickets.
Ticket backlog
Support backlog
The ticket backlog is the set of open tickets waiting to be resolved at a given moment.
Field work
The visit, the service report and what the technician carries in the van. 6 terms
Field service management
FSM
Field service management is the management of technical work that happens outside the office: planning who goes where, doing the job, documenting it and closing it.
First-time fix rate
FTFR
The first-time fix rate is the percentage of jobs resolved without having to go back.
Inspection checklist
Maintenance checklist
An inspection checklist is the list of checks carried out during an inspection, with its record and, where needed, its signature.
Online appointment booking
Online scheduling · self-service booking
Online appointment booking lets a customer reserve a time on a web page: they pick a free slot in the schedule of whoever will serve them, without calling.
Service report
Job sheet · field service report
A service report is the document that records what the technician did on a job: tasks, time, materials, notes and evidence.
Subcontractor portal
Supplier portal · vendor portal
A subcontractor portal is the website where your subcontractors receive their jobs, accept or decline them, log what they do and hand in their documents.
Sales and customers
Opportunities, forecasts, payments, profitability and customers who leave. 6 terms
Churn
Customer churn · churn rate
Churn is the loss of existing customers, usually because they do not renew their contract.
Customer profitability
Account profitability
Customer profitability is the difference between what you bill an account and what it costs you to serve it.
Deposit
Upfront payment · down payment · advance payment
A deposit is the part of the price a customer pays up front, when accepting the quote or before the work starts, and it is then deducted from the total.
Payment gateway
Online payment gateway · card processing
A payment gateway is the service that processes a card payment online: it captures the card, asks the customer’s bank for authorization and gets the money to your account.
Sales pipeline
Pipeline
The sales pipeline is the set of open sales opportunities, organized by the stage each one is in.
Weighted forecast
Weighted pipeline
A weighted forecast is the sum of open opportunities, each multiplied by its probability of closing.
Projects
Scheduling, deadlines, team workload and the hours behind each project. 5 terms
Baseline
Project baseline · schedule baseline
A baseline is the saved copy of a project’s approved plan, with its dates and durations. It lets you compare what was planned with what is actually happening at any time.
Gantt chart
Project timeline · schedule chart
A Gantt chart is a project schedule drawn as bars: each task takes one row, and its bar starts and ends on its planned dates.
Resource utilization
Team workload · utilization rate
Resource utilization is the share of each person’s available hours that is already committed to planned work, measured by day, week or month.
Task dependencies
Finish-to-start · predecessors
Task dependencies are the rules that tie the start or finish of one task to another, such as painting not starting until the plaster has dried.
Timesheet
Time entries · project time tracking
A timesheet is the record of the time each person spends on each project, task or customer, used to know what each job costs and what is billable.
Processes and automation
Approvals, staged processes and systems that notify each other. 3 terms
Approval workflow
Approval process · sign-off workflow
An approval workflow is the path a request follows until someone with authority accepts or rejects it: who approves, in what order, within what limits and by when.
BPM
Business process management
BPM (business process management) is the practice of describing how each process in an organization is done, running it the same way every time, measuring it and improving it.
Webhook
HTTP callback · reverse API
A webhook is an automatic notice that one system sends to another, at a web address, as soon as something happens: a new order, a payment or an approved document.
Customer service
Satisfaction, recommendation and conversations from every channel. 3 terms
CSAT
Customer satisfaction score
CSAT (customer satisfaction score) measures how a customer rates a specific interaction, such as a visit or a closed case, using the score they give right afterward.
NPS
Net Promoter Score
NPS (Net Promoter Score) measures how likely your customers are to recommend you, based on a single question scored from 0 to 10.
Unified inbox
Omnichannel inbox · shared team inbox
A unified inbox is the screen where a team receives and answers conversations from all its channels, such as WhatsApp, website chat or Teams, without switching programs.
Compliance
Reports, evidence and signatures you need to be able to prove. 4 terms
Compliance evidence
Control evidence · audit evidence
Compliance evidence is the record that proves a control or obligation was carried out: what was checked, by whom, when and with what result, along with the documents that back it up.
Contractor safety coordination (CAE)
CAE, as it is known in Spain · multi-employer site safety
Contractor safety coordination is the coordination of occupational safety between companies whose workers share the same workplace. In Spain it is a legal duty known as CAE.
Qualified electronic signature
QES
A qualified electronic signature is the highest level of signature under the EU eIDAS regulation: it is created with a qualified certificate and a secure device, and it is equivalent to a handwritten signature across the European Union.
Whistleblowing channel
Internal reporting channel · whistleblower hotline
A whistleblowing channel is the way people who work with an organization report wrongdoing they have come across, by name or anonymously, without fear of retaliation.
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