View the full 2008 Technical Services Practices Survey - PMMI

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DETAILED RESULTS20a. If yes, in what specific areas?Overall$0-$15,000Average Selling Price of Machinery$15,000- $35,000- $50,000-$35,000 $50,000 $75,000$75,000-$150,000Over$150,000Customer relations 68 7 6 6 10 14 24Interpersonal skills 41 2 4 3 6 7 18Problem analysis 75 7 9 7 12 17 23Conflict resolutions 37 2 5 4 6 6 13Teamwork 34 4 4 3 4 8 11Other 8 0 1 3 0 1 3Note: Multiple answers can total over 100%Other Answers:• Training on specific equipment (5)• Technical report writing• Language, i.e., English and Spanish20b. If yes, where do you get your training from?Local community college 3 1 0 0 0 0 2Internal sources/OJT 56 7 9 4 8 10 17PMMI’s Certified Trainer28 1 2 3 3 8 11ProgramOutside sources 27 3 2 2 3 7 10Note: Multiple answers can total over 100%The information contained herein shall not be distributed or shared by the recipient. No part of this document may be reproduced without the express written permission of PMMI.32
DETAILED RESULTSOverall$0-$15,000Average Selling Price of Machinery$15,000- $35,000- $50,000-$35,000 $50,000 $75,000$75,000-$150,000Over$150,000Miscellaneous21. Do you have a formal after installation follow-up program?Yes 52 5 2 4 7 10 23No 106 10 17 8 12 24 3521a. If yes, please explain• Phone follow-up (10)• Survey to confirm satisfaction (9)• 30 days after install, customer is contacted to address concerns.• Service person files a report which is reviewed by engineering and project manager.• Formal new equipment hand over process which designates specific personnel to assist customer with aftermarketsupport.• Signed check list upon departure from customer site and follow-up phone call to customer to check on satisfaction• Complimentary visit and machine tune-up• We offer the customer follow up training and system survey trips.• We follow-up with the customer at set intervals.• We gather the FST and the Engineering department for analysis on improvements • Lessons learned, Closedorder analysis of margin• Our regional technicians schedule 3 visits to customer to insure the machines are performing• FAT testing• Post installation visit - part of machine sale.The information contained herein shall not be distributed or shared by the recipient. No part of this document may be reproduced without the express written permission of PMMI.33
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