fs benchmark - amazon web...

December 2017 © Technology Services Industry Association Field Services Confidential and Proprietary

FS Benchmark

Thank you for participating in TSIA's Field Service Benchmark. If you have any content questions, please contact Vele Galovski, our VP of Research Field Services: [email protected].

Please note that while this document displays all questions, in the online portal only relevant questions will be displayed to you.

Company Profile

1. Which of the following best describes your COMPANY?

( ) Software

( ) Primarily Hardware/Equipment Manufacturer

( ) Non OEM Services Company

2. Indicate the percentage of total COMPANY revenues coming from each market you serve.

________From large enterprises (Organizations greater than $1 Billion in annual revenue)

________From small to mid size businesses (Organizations less than $1 Billion in annual revenue)

________Consumer or Home Office

________Government or Public Sector

________Other

3. What geographic region will you be basing your answers on for this survey?

( ) Global

( ) US and Canada

( ) Latin America

( ) Europe, Middle East and Africa

( ) Asia Pacific

4. How many total employees does your COMPANY have?

Do not include outsourced employees.

mailto:[email protected]


________Employees

5. What percentage of total COMPANY revenues are represented by:

Product or license: Customer purchase of hardware or software licenses as a capital asset. Technology Subscription: Customer purchases access the technology located on premise or off premise (the cloud) as an operating expense, not a capital expense. Payment is monthly or annual/multi-year contracts. All Services: See the next question for details on service definitions.

________Product or license

________Technology Subscription

________All Services

6. What percentage of total COMPANY service revenues are represented by:

Education Services includes training of customers and business partners Professional Services = Implementation, integration, technology consulting and business domain consulting services; typically project-based, but can also include residency, subscription and other consumption models. Managed Services = The practice of outsourcing day-to-day technology management to a third party

________Support Services, Maintenance, Warranty and Spare Parts

________Education Services

________Professional Services

________Managed Services

________Other

7. How many total employees are in your FIELD SERVICES organization?

________FS Direct Employees

________FS OUTSOURCED EMPLOYEES (FTE- Full Time Equivalents)


FS Organization

1. Do you have a documented FIELD SERVICES strategy to drive greater services revenues?

( ) Yes

( ) No

2. From the following options, please select the most important objective for your FS Organization:

Revenue = Grow Field Service revenues to support top line growth for the company Efficiency = Reduce costs & Improve efficiencies Consumption = Transforming the FS organization to drive adoption and consumption of products / services Satisfaction = Improve Customer Satisfaction

( ) Revenue

( ) Efficiency

( ) Consumption

( ) Satisfaction

3. Who does the TOP FIELD SERVICES EXECUTIVE report to?

( ) CEO or President of the company or business unit or division

( ) COO of the company or business unit or division

( ) Sales Executive or Leader

( ) Other: _________________________________________________

4. Which quality or certification programs does your COMPANY use?

Check all that apply.

[ ] Six Sigma

[ ] ISO 9001

[ ] ITIL (IT Information Library) Certification

[ ] TSIA Excellence in Service Operations

[ ] TSIA Rated Outstanding

[ ] J.D. Power and Associates Certified Technology Service and Support Certification

[ ] Other: _________________________________________________

[ ] None5. How many ACTIVE CUSTOMERS do you support?

Customer definition - An ACTIVE CUSTOMER is an account based on current contracts, NOT a


person or location. Customer ABC with 1 active contract that covers 5 pieces of equipment over 3 customer locations would be counted as 1 ACTIVE CUSTOMERS.

________Customers

6. What is the length of your warranty period in months?

Enter the length of your warranty in months.

________Months

7. Do you service other OEM or vendors' products in addition to your own?

Answer "Yes" if the other vendors' products are components of your solution/product - for example, if the power supply to your product is another vendor's product that you service.

( ) Yes

( ) No

8. Do you know and measure the percent of your DIRECT FIELD SERVICES staff that have received technical training on other vendors' products?

( ) Yes

( ) No

8A. What percent of your DIRECT FIELD SERVICES staff has received technical training on other vendors' products?

________Percent Trained

9. Does your FIELD SERVICES organization have formal/documented input into your company's product lifecycle planning process?

( ) Yes

( ) No

10. Do your Sales and Marketing groups proactively update the FIELD SERVICES organization on activities (sales strategies or marketing campaigns) that could impact demand planning?

( ) Yes

( ) No


Core Service Financials

1. What was the total COMPANY Revenue in US Dollars generated by your COMPANY during the most recent fiscal year?

________Total COMPANY Revenue

2. As a percentage of revenues, what is your COMPANY'S earnings before interest and taxes (EBIT)?

________EBIT

3. What was the total Support Services, Maintenance, and Warranty Revenue in US Dollars generated by your COMPANY during the most recent fiscal year?

________Total Support Services, Maintenance, and Warranty Revenue

4. Does your FIELD SERVICES organization operate as a cost center, a profit center, or engine of corporate growth?

( ) Cost Center

( ) Profit Center

( ) Engine of Corporate Growth (viewed as a strategic differentiator that drives significant COMPANY revenues)

5. What has been the average growth rates over the last year?

________Support services and maintenance and warranty Revenue Growth

________COMPANY Revenue Growth

6. Do you know and measure the gross margin of your FIELD SERVICES organization?

( ) Yes ( ) No

6A. What was the gross profit margin delivered from your FIELD SERVICES organization in the most recent fiscal year?

Please round to nearest integer (e.g. 75% instead 75.123%)

________FS Gross Margin

7. What % of FIELD SERVICES Costs are attributed to the following cost categories?

See Key Definitions Document for cost category definitions. Total must sum to 100%

________DIRECT LABOR

________OUTSOURCED / PARTNER


________INDIRECT LABOR

________SPARE PARTS AND LOGISTICS

________VEHICLE FLEET

________TRAINING

________CORPORATE ALLOCATION

________Other

8. What is your average labor cost per SERVICE INCIDENT (in US $)?

Average labor cost = (Average Burdened Labor Rate) * (Average hours of Labor per incident) Burdened Labor Rate includes: Salary or wages + cost of employee benefits + cost of applicable employment taxes. Average hours of labor per incident includes: travel and repair time. Do NOT include costs for facilities, infrastructure, information systems, vehicles or other costs. Do NOT include spare parts cost per incident. Provide an answer for each of the support channels listed IF you use them; if you do not use a listed support channel please leave the answer blank, do NOT enter a zero (0).

________Addressed on site by OUTSOURCED EMPLOYEES

________Addressed on site by Direct Field Services

________Addressed remotely

9. Do you have a vehicle fleet that you either own, lease, or reimburse your FIELD SERVICE ENGINEERS?

( ) Yes ( ) No

9A. Please provide the percent breakdown of total Vehicle Fleet.

Total must sum to 100% As you answer the questions, please do not leave any fields blank - enter a zero instead.

________Company Owned

________Leased

________Employee Reimbursed

9B. What is the average total cost per vehicle per month for company owned, leased, and employee reimbursed vehicles, including depreciation, fuel, maintenance, taxes, interest, title, insurance, and other fees?

________Monthly Per Vehicle Cost


Talent Management

1. How many SUPPORT SERVICES / FIELD SERVICES employees are managed by one manager?

Count only direct SUPPORT SERVICES / FIELD SERVICES personnel, do not count administrative staff. Include full time and part time employees. Provide data for all appropriate levels within your FIELD SERVICES organization.

________SUPPORT PERSONNEL per Manager

________FIELD SERVICE ENGINEERS per Manager

2. What is your overall ANNUAL attrition rate within the FIELD SERVICES organization?

Attrition is calculated by: [(# of people exiting in a period (includes internal transfers to organizations outside of support and employees who retire from/leave the company)) / (average number of employees in period)] If your period is not 12 months, please annualize your number by multiplying by the following: Annualizing factor = 12 / (# of months in the period)

________Annual Attrition Rate

3. What is the breakdown, by type, of the overall attrition rate among your FIELD SERVICES staff?

Please enter the attrition rate for each reason below. The sum should add up to the total attrition rate provided in the previous question.

________Voluntary attrition rate (leaving the company):

________Involuntary attrition rate (termination for reason):

________Internal Transfer or Promotional attrition rate (outside the FS organization):

4. What is the burdened hourly labor rate for your DIRECT FIELD SERVICES / SUPPORT SERVICES employees?

To ensure consistency for comparison purposes, calculate labor rate as follows: salary or wages + cost of employee benefits + cost of applicable employment taxes Do NOT include costs for facilities, infrastructure, information systems, vehicles or other costs. Use 2,080 hours per year as the standard number of available work hours per year to derive your hourly rate for this survey entry.

________FS SUPPORT PERSONNEL DIRECT employee hourly labor burden rate

________FIELD SERVICE ENGINEER DIRECT employee hourly labor burden rate

________DEPOT REPAIR PERSONNEL DIRECT employee hourly labor burden rate


5. What percent of your total annual salary/wage expense is paid out as overtime (for all FIELD SERVICES employees)?

________Salary and Wage Overtime Percent

6. How many days of training per year (on average) do you provide for your FIELD SERVICES staff (broken down across the following training topics)?

Please round to the nearest tenth, i.e. 4.2 days.

________Technical

________Customer Service Skills

________Business Skills and Professionalism

________Cross Sell and Up Sell

________Security and Privacy

________Other

7. Approximately what percent of your DIRECT FIELD SERVICE ENGINEERS are cross trained and able to service multiple products within your company offerings?

________Percent of FS Engineers Cross Trained

8. Do you conduct periodic performance reviews with your DIRECT FIELD SERVICES employees?

( ) Annually

( ) Bi annually

( ) Quarterly

( ) Monthly

( ) Never

( ) Other: _________

9. Is there a formal career path established for DIRECT FIELD SERVICES employees?

( ) Yes ( ) No

10. Do you provide training and internal certifications for DIRECT FIELD SERVICES employees?

( ) Yes ( ) No

11. Do you track employee satisfaction (ESAT) among your FIELD SERVICES employees?

( ) Yes ( ) No

11A. What is your ESAT, in other words, what percent of FIELD SERVICES employees are satisfied?

________Percent Satisfied


CSAT

1. Do you conduct transactional surveys to determine your customers' satisfaction with the handling of individual FIELD SERVICE ON-SITE INCIDENTS?

This transactional survey means surveying the customer following an individual on-site service incident, either by telephone, email, web survey, or some other means.

( ) Yes

( ) No

1A. What CSAT scale do you use for your FIELD SERVICE ON-SITE INCIDENT transactional surveys?

( ) 1 to 5

( ) 0 to 5

( ) 1 to 10

( ) 0 to 10

( ) Other: _________________________________________________

1B. What % response rate do you achieve from your FIELD SERVICE ON-SITE INCIDENT transactional surveys?

The formula is: Total number of survey responses / Total number of surveys sent. Please round to nearest integer (e.g. 75% instead of 75.321%).

________Response Rate

1C. What is the average overall customer satisfaction rating from your FIELD SERVICE ON-SITE INCIDENT transactional surveys?

Please normalize your answer to a 1 - 5 scale, with 5 being the highest score. Utilize this Calculator to ensure consistency across all responses. Please enter to 1st decimal place, ie. 3.6

________Average FIELD SERVICE CSAT

1D. Where applicable, please provide your average CSAT scores for the following questions from your ON-SITE INCIDENT transactional surveys:


________Time to respond to the service incident

________Time to close/resolve the service incident

http://surveygizmolibrary.s3.amazonaws.com/library/291896/CSAT_Calculator.xlsx



________Completeness/effectiveness of the solution provided by the FIELD SERVICE ENGINEER

________Technical knowledge of the FIELD SERVICE ENGINEER

________Customer Service skills/Professionalism of the FIELD SERVICE ENGINEER

2. Do you conduct an annual/periodic customer satisfaction relationship survey specific to FIELD SERVICES / SUPPORT SERVICES?

( ) Yes ( ) No

2A. What CSAT scale do you use for your annual/periodic FIELD SERVICES / SUPPORT SERVICES relationship survey?

( ) 1 to 5

( ) 0 to 5

( ) 1 to 10

( ) 0 to 10

( ) Other: __________

2B. What % response rate do you achieve from your annual/periodic FIELD SERVICES / SUPPORT SERVICES relationship survey?

The formula is: Total number of survey responses / Total number of surveys sent. Please round to nearest integer (e.g. 75% instead of 75.321%).

________Response Rate

2C. What is the average customer satisfaction rating you achieve from your annual/periodic FIELD SERVICES / SUPPORT SERVICES relationship survey?


________Average CSAT

3. Do you track Net Promoter Score (NPS) for FIELD SERVICE / SUPPORT SERVICES?

( ) Yes ( ) No

3A. What is your average Net Promoter Score for FIELD SERVICES / SUPPORT SERVICES?

Using a 0-10 scale, NPS equals Promoters (% respondents 9 or 10) minus Detractors (% respondents 0 through 6).

________NPS Score



4. Do your TOP FIELD SERVICE EXECUTIVES receive a portion of their variable compensation based upon customer satisfaction survey results?

( ) Yes ( ) No

5. Do your FIELD SERVICE ENGINEERS receive a portion of their variable compensation based upon customer satisfaction survey results?

( ) Yes ( ) No

5A. What percent of your TOP FIELD SERVICE EXECUTIVE and FIELD SERVICE ENGINEERS variable compensation, ie Annual Bonus, is based on customer satisfaction survey results?

Leave blank if field is not applicable

________TOP FIELD SERVICE EXECUTIVE

________FIELD SERVICE ENGINEERS

6. Is information from CSAT surveys incorporated into FIELD SERVICE ENGINEER performance reviews?

( ) Yes ( ) No


Sales and Marketing

1. How many different maintenance/service contract types do you offer?

Enter the number of different tiered offer types. For example, the following tiered offers across multiple products: bronze, silver, gold, platinum; or basic, standard, premium, mission critical, time & material only, etc. Most companies have 15 or less tiered offerings.

________Number of Offerings

2. What are the fees or prices for your post warranty maintenance and service contracts based on?

Please choose the ONE answer that BEST FITS your MOST COMMON maintenance contract pricing practice.

( ) Percent of license fee or product sales price

( ) Fixed pricing or Flat fee

( ) Cost plus a desired profit margin

( ) Negotiated in each sales transaction

( ) Maintenance fees are bundled in our license fees or product sales price

( ) We do not charge for post warranty maintenance or service contracts

( ) Other: _________________________________________________

3. What services differentiate your premium offering from lower levels (specifically pertaining to FIELD SERVICES)?

Select all that apply

[ ] Faster OnSite Response Time

[ ] Shorter Incident Resolution Time

[ ] Dedicated Field Service Reps

[ ] Preventive Maintenance

[ ] Increased equipment uptime commitments

[ ] Other, please describe:: _________________________________________________

[ ] Proactive Support / Remote Monitoring

4. What is your hourly Time & Materials (T&M) rate?

Please enter in US$ the hourly rate you charge customers for FIELD SERVICE support on products that are not covered under a maintenance contract.

________Average hourly rate


5. What % of new license or product sales include the sale of a maintenance contract at the same time the license or product is sold ("initial attach rate")?

Include the sale of maintenance contracts that will not take effect until the expiration of the warranty period, as long as those contracts are sold concurrently with the product / prior to installation. Please round your number to the nearest integer (e.g. 75% instead of 75.123%).

________Initial Attach Rate

6. Who has primary responsibility for selling the INITIAL maintenance/service contracts in your organization?

( ) The same team that sells the products (Direct)

( ) A team that is dedicated to selling the Maintenance/Service Contracts (Direct)

( ) Our Channel Partners

( ) Other, please specify:: _________________________________________________

7. What % of your maintenance contracts renew at contract expiration? Any upgrade or upsell to an existing maintenance contract is considered a renewal.

This is sometimes referred to as your maintenance contract renewal rate. Please round your number to the nearest integer (e.g. 75% instead of 75.123%).

________Maintenance contract renewal rate

8. Who has primary responsibility for selling the RENEWAL maintenance/service contracts in your organization?

( ) The same team that sells the products (Direct)

( ) A team that is dedicated to selling the Maintenance/Service Contracts (Direct)

( ) Our Channel Partners

( ) Other, please specify:: _________________________________________________

9. What percent of your customer base is currently covered by a maintenance contract?

Please round your number to the nearest integer (e.g. 75% instead of 75.123%).

________Current Install Base under a maintenance contract


10. What is the percentage mix of the maintenance / support offer types that your customers have purchased during the last 12 months / fiscal year?

Total should sum to 100% As you answer the questions, please do not leave any fields blank - enter a zero instead.

________Percent purchased what we consider to be our premium or highest level support contract(s)

________Percent purchased what we consider to be our mid-level, or standard support contract(s)

________Percent purchased what we consider to be our low level, or most basic entry level support contract(s)

________Percent that are on time and material or per call basis only

________Other types not listed (please describe in comments)

11. What is the percentage revenue mix from the various maintenance / support offer types your customers have purchased during the last 12 months / fiscal year?

Note: this question refers to the revenue mix, not contract counts as in the previous question. Total should sum to 100% As you answer the questions, please do not leave any fields blank - enter a zero instead.

________Percent purchased what we consider to be our premium or highest level support contract(s)

________Percent purchased what we consider to be our mid-level, or standard support contract(s)

________Percent purchased what we consider to be our low level, or most basic entry level support contract(s)

________Percent that are on time and material or per call basis only

________Other types not listed (please describe in comments)

12. Does your organization measure service revenue per DIRECT FIELD SERVICE ENGINEER?

( ) Yes ( ) No

12A. Please provide the average service revenue per FIELD SERVICE ENGINEER measured over the past 6 months.

________Average Service Revenue per FIELD SERVICE ENGINEER for the last 6 months

13. Do you incent your DIRECT FIELD SERVICE ENGINEERS or OUTSOURCED FIELD SERVICE ENGINEERS to identify Cross Sell/Up Sell opportunities?

( ) Yes, please describe: _____________ ( ) No


Knowledge Management

1. Do your currently have a Knowledge Management (KM) Platform in place for FIELD SERVICES / SUPPORT SERVICES?

( ) Yes ( ) No

2. What type of KM Platform have you deployed?

( ) We have one KM platform that is used/shared across the COMPANY (SUPPORT SERVICES, FIELD SERVICES, engineering, product management, marketing, etc.)

( ) We have one KM platform that is only used by the SUPPORT SERVICES and FIELD SERVICES groups

( ) We have one KM platform that is only used by FIELD SERVICES (not shared with SUPPORT SERVICES)

( ) Other: _________________________________________________

3. Do your FIELD SERVICE ENGINEERS have access to your KM (they can read, download, and/or contribute content)?

( ) Yes ( ) No

4. Can your FIELD SERVICE ENGINEERS access the KM remotely on their mobile devices (laptop, tablet, smartphone, etc.)

( ) Yes ( ) No

5. Do you require your FIELD SERVICE ENGINEERS to log notes, based on customer visits, into your KM?

( ) Yes ( ) No

6. Does your KM allow for direct content linkage to FIELD SERVICE ON-SITE INCIDENTS?

( ) Yes ( ) No

7. Do you require that each FIELD SERVICE ON-SITE INCIDENT be linked to some content within your KM before the incident is considered closed?

( ) Yes ( ) No

8. What % of total incidents do your FIELD SERVICE ENGINEERS access a knowledge base article or similar static support-related content?

Please round your number to the nearest integer (e.g. 75% instead of 75.123%)

________Percent of total incidents


Incident Channel Management

1. What is the average number of new SERVICE INCIDENTS received per CALENDAR month?

Please report your average by calendar month; if you normally track the average by fiscal period, please normalize the average to a calendar month average for this survey so we may have consistency across all survey respondents.

________Average number of new SERVICE INCIDENTS per month

2. Regarding your average number of new SERVICE INCIDENTS per month, what percentage is attributed to each of the types below?

See Key Definitions Document. As you answer the questions, please do not leave any fields blank - enter a zero instead.

________ON-SITE INCIDENT

________ASSISTED SUPPORT INCIDENT

________UNASSISTED SUPPORT INCIDENT

3. Please provide the % of install base that has the following Proactive Support Technologies to remotely monitor, diagnose, and resolve service incidents:

This does not need to sum to 100%.

________DIAGNOSTIC CAPABILITIES EMBEDDED into the products

________Remote diagnostics/access capabilities used by our support staff

________SELF-HEALING REPAIR capabilities built into the products

________Other

4. What percent of total new SERVICE INCIDENTS were you able to resolve utilizing utilize the following PROACTIVE SUPPORT TECHNOLOGIES?

Please note you are providing % of Onsite incidents eliminated by proactive technology used – this should NOT sum to 100%.

________% due to SELF-HEALING REPAIR

________% due to DIAGNOSTIC CAPABILITIES EMBEDDED IN PRODUCT

________% due to DIAGNOSTIC CAPABILITIES SUPPORT SERVICE ACCESS

________% due to SUPPORT SERVICE or FIELD SERVICE RESOLVE OVER PHONE

________Other

5. When do you consider a SERVICE INCIDENT to be closed/resolved?

NOTE: A SERVICE INCIDENT may be resolved and closed even though the underlying problem remains open. For example, you may restore a customer to full operation by providing


them with a "work around" solution for a software bug, which the customer accepts as satisfactory and the customer allows you to close the incident. In this example, the underlying software bug may remain unresolved for the time being, but the customer's immediate issue is resolved and they consider their service incident closed.

( ) When the customer authorizes us to close the incident

( ) When the FIELD SERVICE ENGINEER authorizes us to close the incident (without explicit approval from the customer)

( ) Other: _________________________________________________

6. What is your average SERVICE INCIDENT resolution time in hours by service delivery channel?

For this survey consider resolution time to be defined as the time from incident inception until the final solution has been provided to the customer. For example if the solution is provided after 10 hours, but the customer does not confirm the solution resolved the problem until 1 week later, the resolution time is 10 hours. If the solution did not fix the problem, then the clock is still running. So in the above example, a second solution is provided 20 hours after confirmation that the first one did not work, the total resolution time would be 198 hours (The first 10, the week waiting for confirmation and the additional 20 hours).

________Average Resolution Time (ON-SITE INCIDENT)

________Average Resolution Time (ASSISTED SUPPORT INCIDENT)

7. What percent of SERVICE INCIDENTS are closed/resolved within one (1) business day by service delivery channel?

Please round to the nearest integer (e.g. 75% instead of 75.123%).

________Percent Closed in one day (ON-SITE INCIDENT)

________Percent Closed in one day (ASSISTED SUPPORT INCIDENT)


Field Service Operations

1. How many FIELD SERVICE ENGINEERS do you employ as direct employees or on a contract-basis/3rd party service provider?

________Number of direct employee FIELD SERVICE ENGINEERS

________Number of OUTSOURCED EMPLOYEE, FIELD SERVICE ENGINEERS (FTE-Full Time Equivalents)

2. What is the geographic positioning breakdown of your FIELD SERVICE ENGINEERS?

Answer should sum to 100% As you answer the questions, please do not leave any fields blank - enter a zero instead.

________Percent who travel internationally

________Percent who are designated as on site (dedicated to one or a few named customers)

________Percent who move from site to site (within established geographies, regions, districts)

________Other

3. When a FIELD SERVICE ENGINEER is required for an ON-SITE INCIDENT, what is the average response time (in hours) from initial reporting of the service incident until a FIELD SERVICE ENGINEER arrives on site?

NOTE: Response time is based on a 24x7 workday.

________Average on site response time (in hours). Includes dispatch and travel time.

________Average travel time (in hours). A sub-set of average on site response time.

4. What is your average first visit fix/repair time for an ON-SITE INCIDENT?

________Average first visit repair time (in hours)

5. Please indicate the percent of new ON-SITE INCIDENTS by type of issue reported.

Answer must sum to 100% As you answer the questions, please do not leave any fields blank - enter a zero instead.

________Problems and Break Fix not considered bugs / defects

________Product bugs, design flaws or defects

________Preventive Maintenance, cleaning, pre-scheduled maintenance

________Installation or configuration issues

________How to issues or questions related to the product

________Product limitations or Enhancement, feature, function requests

________Non product support related issues or questions


6. Please indicate the percent breakdown of new ON-SITE INCIDENTS by priority

Answers should sum to 100% As you answer the questions, please do not leave any fields blank - enter a zero instead.

________Priority 1 (Highest Priority)

________Priority 2 (Medium to high priority)

________Priority 3 (Low level priority)

________Lower than priority 3 (can be handled at any unspecified time)

7. What is the percent of ON-SITE INCIDENTS that are successfully completed during the first visit without requiring a follow-up visit?

________First visit repair rate

8. Please provide the approximate percentage breakdown of reasons why an ON-SITE incident is not resolved within the first visit:

Answer must sum to 100%

________Misdiagnosed problem

________Dead on Arrival

________FIELD SERVICE ENGINEER did not have the skills or support to resolve the issue

________FIELD SERVICE ENGINEER got called away during repair

________FIELD SERVICE ENGINEER could not access the site

________Other

9. What is your overall Mean Time To Repair (MTTR) in hours (across all ON-SITE INCIDENTS regardless of severity/priority)?

Mean Time To Repair (MTTR) is the total repair time divided by the total number of resolved on-site incidents over the past year. It includes first visit repair time and return visit repair time, but does not include lead time for parts not readily available or other administrative or logistic downtime.

________Overall MTTR

10. What is the average Utilization of your DIRECT FIELD SERVICE ENGINEERS?

For guidance on calculating utilization, please download the excel calculator here: FS Utilization Calculator

________Utilization

http://surveygizmolibrary.s3.amazonaws.com/library/291896/FSUtilization.xlsx


11. Within how many calendar days of a successfully completed ON-SITE INCIDENT do you consider another ON-SITE INCIDENT on the same product or for the same problem to be a "call back" or a "repeat call / incident"?

________Max number of calendar days when an ON-SITE INCIDENT is considered a callback

12. Based on your specific definition in the immediately preceding question, what is the % of all new ON-SITE INCIDENTS are considered to be "call backs" or "repeat calls/incidents"?

________Call back rate

13. What are your compliance rates for the following performance guarantees or service level agreement commitments?

________Compliance Rate for ON-SITE INCIDENT Response Time

________Compliance Rate for SERVICE INCIDENT Resolution Time

________Compliance Rate for Equipment or product availability or uptime commitments

________Other

14. Do you have formal penalties in place when SLA's are missed?

( ) Yes ( ) No

15. On average how many ON-SITE INCIDENTS does a FIELD SERVICE ENGINEER respond to per day?

________Average number of service incidents

16. Do your FIELD SERVICE ENGINEERS carry service spare parts stock?

( ) Yes ( ) No

17. What is your average service parts order First Pass Fill Rate (FPFR), ie percent of spare part orders that can be fulfilled from stock on hand at the designated location on which the demands were first placed?

________Average FPFR

18. What % of ON-SITE INCIDENTS actually require the use of spare parts to complete the service call?

________Percent of calls requiring parts


19. Do you provide your DIRECT or OUTSOURCED FIELD SERVICE ENGINEERS with mobile tools and applications?

( ) Yes ( ) No

20. Are FIELD SERVICES mobility tools integrated into your CRM/Field Service Management system?

( ) Yes ( ) No

21. What type of information do your FIELD SERVICE ENGINEERS have access to (via the mobile tools) before they arrive on-site?

[ ] The current issue that the customer is having with the product

[ ] The history of the customer issues and relationship

[ ] The product portfolio owned by the customer

[ ] Top new features recently released for the products owned by the customer

[ ] Customer's contract renewal schedule

[ ] Current sales activities with this customer

[ ] List of patches or updates available for the customers product requiring service

[ ] Mapping and directions

[ ] Visibility into parts inventory/availability

22. Please identify the improvements that you have realized since implementing your mobility tools.

Yes No

Increase in worker productivity ( ) ( )

Improved CSAT scores ( ) ( )

Increased services revenue ( ) ( )

Increased new sales revenue ( ) ( )

Reduction in paperwork ( ) ( )

Reduction in travel time ( ) ( )

Reduction in travel and fleet management costs ( ) ( )

Improved understanding of our customers needs ( ) ( )


Improved understanding of repetitive product quality issues ( ) ( )

23. How long has your current technology system been in place (in years)?

Please provide an answer for each system that you utilize within your company and leave all others blank. You may enter fractions of years as appropriate (for example, 1.5 years). If you utilize one system to handle several functions, please list the same age for all that apply.

________Contract/Entitlement Management System

________Incident/Case Management System

________Scheduling and Dispatch System

________Inventory Planning or Warehouse Mgt System

________Field Service mobile tools

________Internet of Things (IoT) Platform

________Other

24. While onsite, do your FIELD SERVICE ENGINEERS conduct a formal review (with the customer) of product features that are not being utilized?

( ) Yes ( ) No

25. While onsite, do your FIELD SERVICE ENGINEERS assess the customer's utilization of your products and capture that information into your Knowledge Management System or other repository?

( ) Yes ( ) No

26. While onsite, do your FIELD SERVICE ENGINEERS provide the customer with information regarding newly released features from a recent product update that could benefit the customer?

( ) Yes ( ) No

27. While onsite, do your FIELD SERVICE ENGINEERS solicit information from your customer about desired enhancements and capture that information into your Knowledge Management System or other repository?

( ) Yes ( ) No

28. Do you have a "Success Science" process, ie FIELD SERVICES personnel review of top revenue generating customers best practices with a method to utilize FIELD SERVICES personnel to replicate those success practices at other customers?

( ) Yes ( ) No


Reverse Logistics and Depot Repair

1. What percent of ALL depot repair work is done on items returned directly by customers vs. items returned by FIELD SERVICE ENGINEERS?


________Percent of items returned directly by customers

________Percent of items returned by FIELD SERVICE ENGINEERS

2. Do you REQUIRE a Return Material Authorization (RMA) number, or similar authorization, prior to accepting an item for repair?

( ) Yes ( ) No

3. Do you provide "Advance Exchange" repair service? That is, do you ship good units to replace defective items in advance of the Customer/FIELD SERVICE ENGINEER returning the defective item with the expectation and understanding that the defective items will be returned for repair?

( ) Yes ( ) No

4. What is the contractual commitment for customers to return goods as part of the Advance Exchange replacement (in calendar days)?

________Advanced Exchange contracted time frame

5. What percent of these Advanced Exchange returns occur within the contracted time frames, outside the timeframes, and never returned?

Total should sum to 100%

________Percent Received in contracted Time Frame

________Percent Received outside the contracted Time Frame

________Percent Never Returned

6. What percent of returns sent into your Depot Repair are No Trouble Found, Repaired, Scrapped?


________Percent No Trouble Found

________Percent Repaired

________Percent Scrapped

7. What is the average elapsed time from the date of issue of an RMA (including "advance exchange") to a FIELD SERVICE ENGINEER or customer to the date of receipt of the defective item?


Enter answer in number of calendar days

________Average number of calendar days

8. At approximately what % of the value of the defective item is the "Not Economical to Repair" limit or threshold reached when item is scrapped?

________Percent of value of repair threshold

9. What percent of ALL your depot repairs are completed by direct DEPOT REPAIR PERSONNEL vs. OUTSOURCED EMPLOYEE repair staff?


________Percent completed by direct DEPOT REPAIR PERSONNEL

________Percent completed by OUTSOURCED EMPLOYEE repair staff

10. Do you provide CRU's/CRP's (Customer Replaceable Unit/Parts)?

( ) Yes ( ) No

11. What is your re-manufacturing rate?

Defined as the percent of your spare parts inventory stock network that is refurbished, i.e. not new. This includes repaired defective parts. Indicates the level of new buy that was avoided / reduced through the use of re-manufacturing, repair, and refurbishment.

________Remanufacturing Rate

12. For your most recent COMPLETE spare parts physical inventory count, what was the accuracy % of your COMPLETE inventory count value compared to the recorded book value of your inventory? Please report to the tenth of a percent, ie 98.9%

________Complete inventory count value accuracy percent

13. To ensure an adequate supply of spare parts for products as they enter their End-of-Life (EOL) phase, what supply of stock do you typically buy or build?

________years of EOL supply

14. What is your Annual Inventory Turn Rate measure for the past 12 months?

Measured as: (Cost of Goods Sold) / (Average Inventory)

________Inventory Turns


Outsourced Service Management

1. Which aspects of your FIELD SERVICES / SUPPORT SERVICES operations do you outsource?

[ ] ERP

[ ] Forecasting or Planning

[ ] Purchasing

[ ] Logistics

[ ] Freight Management

[ ] Warehouse Management

[ ] Order Management Call Center

[ ] Brokerage

[ ] Depot Repair

[ ] Full Field Service Operations

[ ] Partial Field Service Operations (staff augmentation)

[ ] Reverse Logistics

[ ] Other

[ ] We do not Outsource any FIELD SERVICE or SUPPORT SERVICE operations

2. How often do you hold formal performance reviews with your outsourced partners?

( ) Annually (once per year)

( ) Quarterly (4 times per year)

( ) Semi annually (twice per year)

( ) Never

( ) Other: __________________

3. Do you provide certification levels/training to Outsource providers?

( ) Yes ( ) No

4. Do you utilize SLA adherence to determine penalties or bonuses for your partners?

( ) Yes ( ) No

5. If you do outsource field service or depot repair, where do you outsource?

Check all that apply.

[ ] Asia (e.g. India, China, Japan, Thailand)

[ ] Pacific (e.g. Philippines, Malaysia, Singapore, Australia)

[ ] Latin America (e.g. Brazil, Mexico, Costa Rica)

[ ] US&C (e.g. United States, Canada)

[ ] Western Europe (e.g. Ireland, Germany, Netherlands)

[ ] Eastern Europe (e.g. Hungary, Romania, Bulgaria)

[ ] Other, please specify:: _____________________

6. Quantify the cost savings you experience through outsourcing any part of your FIELD SERVICE / SUPPORT SERVICE operations.

________Percent Cost Savings

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