The Resolution Time indicates the TIME from the moment a CUSTOMER makes an order to the moment work is DELIVERED back to the customer. It is measured in Hours with the letters “ST“. It can be also called SERVICE TIME.
It is used mainly to compute throughput performance in terms of customer service.
Note that while “ORDER LEAD TIME” might be what is considered when NEGOTIATING terms with customers, “SERVICE TIME” puts the emphasis on your own organization’s responsibility in servicing a customer’s need.