Just curious as to what the "industry standards" are for service calls per day? Call-backs? Etc. Who sets these standards - dealers, manufactureres, the Technicians Union? Do they differ by manufacturer? By country? Where can one find these standards? Just curious - our managment keeps urging us to "take ownership of our calls", but they keep selling more machines, and won't hire any more techs. We're falling further and further back on our reshedules....
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Re: Industry Standards
I think those standards will vary from place to place. Under ideal circumstances a tech goes and does service on a machine when it's time for the pm cycle. He has plenty of time to do a through job. Reality can change things. Personally, I think you should make the customer happy, look after your companies interest and leave the machine in such a way that you would not be embarrassed if your boss showed up after you left to talk to the customer.
If your shop has no standards as far as quality, you have to set your own. Don't ever lower yourself to what the other guys get away with. I am sure if you work for a manufacture direct, they have procedures in writing.
I assume I am rated by what my company puts in writing once a year as an evaluation.
total number of calls completed
total without callbacks
total money used on contract calls
total money made selling parts
total labor sold
attendanceThe greatest enemy of knowledge isn't ignorance, it is the illusion of knowledge. Stephen Hawking -
Re: Industry Standards
Industry standards............. heard this too many times !!! everyone is the same, yeah right !! My customers and their gear are not the same as yours, and they don't all use them the same way, and each brand has a different operating cost for the selling/service vender........... Had this blown up my ass too many times, when as the S/M I had no control of the CPC rates!!!!!!!
You can go to the BTA alliance for numbers, or the web site for ENXMAG.com, or even copiercarrers.com. There is a service manager that put's her voice out there, Ronell Ingram, whom has a lot of good info on the numbers .................
numbers don't ever tell the whole story...........................Mystic Crystal RevelationsComment
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Re: Industry Standards
As far as industries standards for number of calls a day, I known tech whose territory was one building. They use the elevator to go from one call to the next. On the other hand, I have days where I will spending more time driving than working on equipment.Comment
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Re: Industry Standards
Hi all
5-calls a day,is required as an average
under normal conditions
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Re: Industry Standards
One of the great things about where I work is an unwritten rule that says "take care of your business and don't give the customer anything to call and complain about."
I spent all day Monday on 2 problem calls, while having at least 6 or 7 open tickets on other things. Nothing is said.
Do you feel having to maintain a minimum effects quality of work, and if there are not 5 broken machines for you that day, do you go out and clean and pm?The greatest enemy of knowledge isn't ignorance, it is the illusion of knowledge. Stephen HawkingComment
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Re: Industry Standards
Like was said before, it all depends on where you are. The tech who works in only one building can get a lot done. Then you have situations like ours with 1000 contract customers and three techs covering an area about 60 miles north to south and 200 miles east to west. I know there are many who cover even bigger territories.
In bigger cities and companies, techs can specialize on certain machines. We don't get to do that, everybody works on everything. It's hard to stick to any kind of standards as far as quantity of calls. All you can do is do the best quality service you can.I know I should be ashamed of myself. Strangely though, I am not.Comment
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That's a big "if".
So, you run around doing courteousy calls all dayComment
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Re: Industry Standards
We are told to fix the machines, make sure they are running like when the customer first got the machine, and go to the next call. It's not that big of a deal on how much time we spend on any call but we aren't supposed to make a career out of one machine.If at first you don't succeed, redefine successComment
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Re: Industry Standards
Thank you all, I was just wondering if there are actual published industry standards, or is this something management is pulling out of their, uh........... hats....Comment
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Re: Industry Standards
What is an acceptable machine per technician ratio for the area that the tech has to cover?
Making allowances for travel time. Can one experienced tech maintain 600 machines for his given area ?
What is the industry standard ratio ? What is a realistic ratio before tech's start walking of the job?
Obviously the ratio would be different in the crambed city to that in country areas.Inauguration to the "AI cancel-culture" fraternity 1997...
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Re: Industry Standards
I think there would just be too many variables to come up with any kind of meaningful standards. You have to keep in mind that the people who would come up with them likely would have no idea what it takes to do the job in remote areas. I know the manufacturers don't have a clue.I know I should be ashamed of myself. Strangely though, I am not.Comment
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