View the full 2008 Technical Services Practices Survey - PMMI

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