What is the most critical measurement(s) for customers to look at in quarterly reviews with their MFP/Printer service provider to measure their service department’s effectiveness?
Many service providers try to make an “Uptime Guarantee” the number one measurement and focus for many customers. But what is really in the calculation of this so called critical measurement? Is Uptime the best indicator of how well a service provider is supporting your fleet? Or are there a couple other indicators that are far better measurements of how well they are delivering on their promises? Do these measurements actually tie into end-user satisfaction levels? Do they have any real teeth to them? What do they really measure? Below is an example of a 98% uptime guarantee I found searching the web. Let’s do the math, does it really mean anything to your business or your end-users? To me it is all “smoke and mirrors”
“With a guaranteed 98 percent equipment uptime under the Net Call Incentive and Measurement system for technicians, if your copier is inoperative for more than 2 percent of the regular business hours in a year, XXXServiceProvider will provide a $500 credit.”
Okay the average regular business hours used here are “9”. The average work days in a month are “21”, 12 month in a year. (9X21) X (12) = total available “uptime” or 2,268 available hours. Uptime % in most cases does not even include waiting for parts calls, or exclude calls where the device needs a part but is kind of still running (except for the jamming issue or the big black line down the page). They may actually only report the response time hours as the actual downtime. At any rate, it is a fuzzy number with fuzzy parameters.
To exceed their goal, they only need to keep your device from being down 45.36 hours!!! Yes 2% downtime is 2,268 x 2% = 45.36 hours “device not running” hours. That equals over 5 business days. How can you run a business with mission critical output devices being down for such a long period? How happy can the end-users be with the performance of the device and service provider? The 98% uptime guarantee is not worth the $.02 paper that it is printed on!
My opinion is that your service provider should be providing you with several key measurements. First Call Effectiveness, Onsite average Response time, and output pages between service calls are the top three in my opinion.
- First Call Effectiveness (FCE%) is measurement of your service provider’s ability to “fix it right the first time” It is total service calls minus calls incomplete for parts (requiring a 2nd or 3rd trip from the technician) giving you the net calls. Take the net calls divided by the total calls and a good provider should be greater than 90% FCE. Example: 10 calls for the month on your fleet, 2 requiring a second trip because the technician did not have the right parts with them. Now you have an 80% FCE % for the month.
- Onsite average response time is the time it takes in business hours for your service provider’s technician to arrive onsite to repair the device. I use the term Onsite as many service providers today are trying to cut more and more cost and provide less and less service. Many try to have a triage department walk the end-user through further troubleshooting processes. Do you really want your end-users becoming technicians so your provider can squeeze out more profit? Your good service providers can and will deliver an average response time of 4 hours to 6 hours depending on your contract service levels. Example: 10 calls for the month on your fleet, 4 calls took 5 hours each to respond (20), 4 calls took 3 hours each to respond (12), 2 took 2 hours each to respond (4). 20+12+4=36 for an average of 3.6 hours.
- Output pages between service calls uses industry metrics at the device level to measure how well a device is performing in printed/copies/output pages between service needs. Each device and device segment will have different metrics. Good service providers have industry accepted standards to utilize as a measuring stick. Using these statistics, the service provider could show you how your devices are performing against these industry benchmarks. Example: Larger 80 page per minute MFP may average 80,000 pages between service calls. Based on a monthly page volume of 40,000 pages, you should see your technician about once every 8 weeks.
So I would throw “uptime guarantees” written like the one above out the door and ask my service provider to show me the top three. If they can’t, then I would look for one that does.