Improving Facility Operations: A Quantitative Evaluation of MTBF, MTTR, and SLA Targets

This study evaluated facility operations services by means of exploring key metrics like Mean Time to Repair (MTTR), Mean Time Between Failures (MTBF), Service Level Agreement (SLA) targets, Reliability (R(t)) and Failure Rate (λ). The analysis was carried out in three regions namely Eastern region, Northern region, and Western region by x-raying 10 months of data collected from operational records, incident logs, and SLA compliance results from a facilities maintenance company in Nigeria. The Western region was faced with the highest number of incidents, peaking at 933 in the month of April, while that of the Eastern region recorded 371 incidents in the month of May, and the Northern region had 166 incidents in the month of August all in year 2024. MTBF was used to measure failure frequency, while the MTTR provided insights into incident resolution times. In the Western region, the MTTR averaged 2.5 hours in in the month of April, resulting to operational inefficiencies. The facility efficiency was measured against a 95% SLA target and the performance shows a drop to about 76% in the month of March but there was efforts along the line that shows recovery to 100% by the month of September and October 2024. The reliability analysis also showed that the high incident rates negatively impacted operational continuity. The outcome of this study emphasizes the significance of constantly monitoring the MTBF, the MTTR, and the SLA compliance to improve operational efficiency. The findings also highlight the Western region’s operational challenges and the need for focused on improvements in the maintenance and repair processes method of pattern to attain steady 99-100% efficiency across all regions.