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Evaluating Service Performance

metrics service service profitability Nov 15, 2019
The correct metrics properly evaluate performance

In the last article, I discussed the importance of Mean Copies between Calls (MCBC) this may also be referred to as Mean Calls between Visits (MCBV). Since that is the number one factor in the cost of a copy, every service manager needs to focus his attention on growing that number. In this article, we will look at several factors that affect that metric. These factors can be measured using First Call Effectiveness (FCE), and this is the easier metric to measure.

How to Define FCE

I will use the same definitions and formulas as used by BEI Services to determine the FCE. I chose this method because it more clearly identifies the performance factors involved, and it does not get diluted by including courtesy calls, installs or network calls. This is known as a results-based FCE.

Call back (CB) is: CB%= CB/ (Emergency (EM) + Scheduled Calls (SC))

Hold for Parts (HP) is: HP%=Hold for Parts (HP) + No Parts/ (NP + SC + CB)

FCE would be the balance of the CB% and HP%.

Defining the Terms Used:

Emergency Call (EM) is a call caused by a problem with the device; it would not include courtesy calls, set up and delivery, or other non-equipment related calls.

Scheduled Call is a call caused by a problem with the device and scheduled for a specific time. It would include PM type calls.

No Parts Call (NP) is a follow-up visit made when a technician returns to a machine for the same problem and doesn’t install parts.

Hold for Parts (HP) is a return visit made necessary because the technician did not have the part available.

Recall or Call Back (CB) is a return visit made on a machine within a predetermined period after the initial call. In many cases, dealers use some fixed number days or number of copies. These definitions are flawed because different segment machines will need service at differing rates. This value needs to be defined per model, or per-segment basis. A production print machine in a high-volume location may need a PM every two weeks, where a segment one machine in a low-volume office might need a PM every 2 years. Obviously, the parameters for a recall would need to be different.

For a more detailed description of FCE, see Wes McArtor’s post from BEI Services in December on

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