| Questions |
Answers |
| 1. Are your
warranty costs exceeding your plan? |
|
| 2. Warranty
cost is planned at what percent of the product sales price? |
|
| 3.What
percent of your products migrate to a service contract at or
prior to the expiration of warranty? |
|
| 4. What is
your gross profit from service? Be sure to exclude all
warranty cost. |
|
| 5. What is
the average duration of a service call? (clock hours from
the time the customer called until the equipment is returned
to service.) |
|
| 6. What
percent of your service calls requiring on-site service are
fixed the same day? |
|
| 7. What
percent of your service calls are resolved remotely? |
|
| 8. What is
your average response time to a service call requiring
on-site service? ( Measured from the time you received the
first call from the customer until a service technician has
arrived on site.) |
|
| 9. What is
your service revenue per service employee? (total service
revenue/total service employees, includes all staff and
managers) |
|
| 10. Your
field technicians complete an average of how many service
calls per day? |
|
| 11. What is
your field technician utilization rate? ( direct service
hrs. + travel hrs.)/available hrs. |
|
| 12. What is
your percent of defect free installations? |
|
| 13. What
percent of your installations are completed on time (within
the customer's expectations)? |
|
| |
|
