View the full 2008 Technical Services Practices Survey - PMMI

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EXECUTIVE SUMMARYBilling and ExpensesAverage Hourly Billing Ratesas of December 31, 2007$250$200$150$100$50$86$76$130$111$165$135$188$161$215$183$216$18820052007$0Travel timeStraight timeOvertimeSaturdaySundayHolidayTravel expenses for technicians are passed through to the customer on an actual basis by eighty-threepercent of responding members, down two percent from 2005. Several responding members indicatedthat travel expenses are passed through to the customer on an actual basis plus 10 to 15 percent.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.6
EXECUTIVE SUMMARYTwenty-nine percent of responding members charge the customer for early morning service and thirtysixpercent charges for late PM service.Forty-three percent of responding firms use or sell annual maintenance contracts and thirty-sevenpercent use or sell periodic maintenance contracts. Forty-five percent of these contracts are notprepaid. This has been fairly consistent over the past 3 years. Seven percent of responding firms’service revenue is derived from maintenance contracts.Twelve percent of responding firms proactively pursue the servicing of competitive or non-competitivemachines. Sixty-seven percent service their machinery that has been modified by a third party or ifchange parts have been supplied by a third party.TrainingOver half of the firms that responded (59%) provide training for new service personnel before going onthe road.The following non-technical training is offered to new service personnel before going on the road:• Problem analysis (82%)• Customer relations (74%)• Interpersonal skills (45%)• Conflict resolutions (40%)• Teamwork (37%)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.7
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