Minimum calls per day?

[TonerMonkey]

Ratio of Machines to Techs

Just to resurrect this thread, and mostly for my own curiosity, what kind of ratio of machines to techs do we have around the copier world?

We have around 300 machines per tech in our outfit which I think is WAY too much, I think that 150 - 175 would be a more realistic figure.

We have been firefighting constantly with a few exceptions at holiday times for the best part of two years now and the majority of our techs are getting totally pi$$ed about it.

The more calls the better is our new ethos and guys are only trying to get as many calls as possible done EVERY day, day in day out.

[10871087]

We have around 300 machines per tech in our outfit which I think is WAY too much, I think that 150 - 175 would be a more realistic figure.

What brands do you cover? and how many techs do you have? We have a mostly Kyocera base with about 215 machines per tech and have no problem keeping up with the call load.

[ravikumarj]

My advice for those new techs in the business. I would always start with a thorough cleaning. Always do quality work. Dont work slow but as quickly and comfortably as you can. Things have to get done, but a new tech if you rush you might forget something critical or break something. It happens to me still when I rush a job for someone. If you have a problem that you can't figure out here is the way I would handle it. This is the same way I do it now after 20 years.

Note:Unless boss says hit and run.
Start by serviceing the machine. Wherever you start. I start with Vacuuming and cleaning the inside dv/drum/paper path/ wires/inspect fuser, then clean the optics/ADF/feed rollers. Clean the covers good where the customer can access. Inside front door/outside/glass ect..

I would say 90% of wierd problems will be resolved. A lot of techs because they are under so much pressure can't do some of the real important stuff like this. Keep this practice up and you wil get faster and faster and work less rushed than now trust me.

If the problem is not resolved then #1. The boss or another techs will say to himself and others"man this guy did a good cleaning," Not.."This guy is worthless he left this thing a pig." #2. The customers will also notice. Most understand that it is a electrical mechanical piece of equipment and things happen, But that tech did clean our copier good. Heck with the others, getting respect from your fellow techs is most important. You are also very wise to come to this board and other boards for tech info, you can't have enough technical support! Good luck and God Bless!

Something else, we have been doing more and more HP Printers. I average 4-5 copiers per day, but when I am on printers that goes up to 10-15 calls, I love laser printers!

What you are saying is crrect, However depends on the call presure first fix the problem then cleaning to be carried out. Mostly after good cleaning repeat calls will be reduced.
As u say co technical staff should respect us the way we do the job.

[TonerMonkey]

What brands do you cover? and how many techs do you have? We have a mostly Kyocera base with about 215 machines per tech and have no problem keeping up with the call load.

For the most part it's KM units and we have 17 techs.

I would also add that the equipment can have a bearing on the ratio, there are many more reliable brands out there than Komical Minolta, some of the newer jointly developed machines are huge steaming truds.

[Johnny Bravo]

What brands do you cover? and how many techs do you have? We have a mostly Kyocera base with about 215 machines per tech and have no problem keeping up with the call load.

What process do you use to figure machines per tech?

[skirt_chaser]

Our sister branch, in a larger city, is averaging 6 calls a day per tech. We service Ricoh, Konica, Sharp, Panasonic, Canon, Mita brands. We are not pushed to achieve a certain quota, but we are pushed to go hard when the calls back up. We average 5-6 per day and we've often done 10 a piece if things go really well. We have 550 machines and two techs (very experienced and knowledgeable senior tech, leading a junior tech with an extensive background in networking and mechanical knowledge) and we keep things flowing pretty good this way.

The boss is pretty good about not getting on our backs, but he can't find a third technician, even though he has advertised Canada-wide for the last year. So, we have a certain level of respect, being the last do-do birds.

[TonerMonkey]

What process do you use to figure machines per tech?

The 'If your ass is on fire and you've had to firefight for the last year and a half we need more techs' formula.

I have also taken into account the negativity/lack of morale factor and another variable which I call the 'pointy haired boss quotient' which was inspired by a Dilbert cartoon strip.

If I have left out any other variables please do let me know, the more variables that can be included in the formula will make it more accurate in it's outcome prediction.

[skirt_chaser]

I thought the formula was based on two guys dying in the same week ?

[10871087]

What process do you use to figure machines per tech?

This might not be perfect but it is what I have used for a while. see the definitions below.

contract machines + billable machines = equipment base

equipment base / field techs = machines per tech

What they are:

• contract machines = total machines under service contracts with your company.
• billable machines = the number of billable machines your company has seen in the past 6-9 months. (I have moved the 6 month number out to nine months due to overall better running equipment needing less service).
• Full Time Tech = field tech that work full-time on printers, copiers, or faxes, Do not include full time network or shop techs. A working service manager that does calls for half the day is .5 techs.

[unisys12]

Hey guys... First post here, so...

When working for Xerox years ago, it was like most have proclaimed their dealers are run. Sounds great on paper and the system works really well - in a larger city environment with enough techs to give coverage. Problems we always had was not enough techs, 3/4 of the year, and to much territory to cover. Problem being that we covered rural areas.

Workload was assigned by the mothership (aka number of machines per tech) biased a few things; 1)Segments - Agents, like I was, was given everything analog and digital up to the 40 ppm family's. After that it was all directs. 2)Response Time - a.k.a TAT (target arrival time) This was how long it should take you to get to the customers office. I know all you know this term, but it does not factor in travel. Travel was never factored in! 3)Average repair time - How long it should take you to troubleshoot and make repairs.

Techs were judged on many different variables ranging from your max response time, TAT, incompletes per day, parts usage which was broken down to dollar figure per day, reliability or return call rate, and last but not least customer surveys. Because of these numbers, you could see who was working and who wasn't, but at the same time, if a digital came up with a 1 hour response time and you were three hours away... well, your numbers for the day were going to be shot! And that happened most days, so it was really hard to stay ahead when playing the numbers game.

That leads me to the current Savin dealer I work for. We are expected to get calls done, but the owners just want the machines fixed and fixed right. So if I have 8 calls lined up for that day, roughly 150 miles to travel and I get hung up at a call but able to walk away with it fixed or knowing exactly what needs to be ordered for it, then they are fine that I don't get them all done. I just make sure that I clean that machine really well so that when I come back, I don't have to worry about spending another 30 to 45 minutes cleaning on the thing.

Anyway, glad I found this site the other. Another copier related thing to take up my time!

[pjdbm]

Working for the big boys as a trouble shooter specialist I did three calls a day. Regular tech four to five calls a day.