Wednesday, November 23, 2011

Service & Our Continuous Improvements

At the Northwest Group (Copytronix, QBSI and Pinnell) we are not just a copier company, we strive to provide the very best solutions and service in the marketplace.  This is not a stagnant operation, in fact, we continuously look for new ways to improve our processes both internal and external so that our service is seen as superior and our customers are satisfied.

One significant change we have made in 2011 is our use of BEI Services. Business Equipment Information Services is a tiered approach to managing service results.

This is how it works:

BEI provides us with a worldwide database of equipment performance. We can quickly compare our equipment performance to national standards and take the guess work out of whether or not the equipment is performing as expected, and if not, some insight as to why.

It shows us the most and least effective volume bands for each individual model. We can also instantly compare our results in some critical areas such as parts and labor cost, copies between visits, time between failures and most importantly our ability to fix it the first time, without having to order parts or be called back for any reason before a certain criteria of copies and time make it a quality service call.

Technician territories are set based on data from BEI which builds effective territories based on training, travel, and technical efficiency. It is workload distribution that gives us the best chance of having the correct technician responding to the call with the correct parts to get it fixed the first time.

Along with benchmarking and building effective territories, we can then offer an incentive program to our technicians that rewards doing a total service call, having the correct parts to fix it the first time and making the equipment run as long as possible between service calls.
By benchmarking results, running efficient territories and using parts wisely, we are becoming a better service organization for our customers. That is the ultimate goal.

- Ed: Service Manager

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