A printing company owner I’ll refer to as Samuel, called me for help solve his problems with 2 digital presses. In his words “the stuff is always broken.”
This saga is still unfolding. Our lesson today, is what is about the definition of Equipment Uptime? I thought it meant how many hours a day equipment is running great. The Equipment Service Performance History Report touted a 95.5% uptime. WOW you think. What’s the problem?
Until I learned that this report measures the time between when a service call is placed and the arrival of the service technician. The digital press could have been out-of-service for hours or days. But Bill, the tech arrived on the scene in 45-minutes.
Samuel only cares about how quickly his equipment will be running, not jamming and producing high quality work. He is not excited that Bill set a land speed record to reach his plant.
Today Samuel and I had a conference call with the Regional Service Director (Greg), the Print Production Specialist and the sales rep for Samuel’s account. They all work for a large national distributor of printing equipment. Bill, the service tech couldn’t be on the call. He was busy fixing one of Samuel’s copier.
WHERE DO WE GO FROM HERE?
- Samuel will receive a weekly in-depth service reports on the service problems of the prior week and what corrective action was taken.
- The Regional Service Manager will meet with Samuel every week for the next month to review the service problems of the prior week.
- Samuel’s key equipment operator will maintain a log of every service call, the problem experienced and the resolution of the problem.
- Samuel and Greg will compare the Distributors service records with his own for discrepancies.
DOES THIS SITUATION SOUND FAMILIAR? If yes, stay tuned. I will keep following up on this. I am quite impressed with the commitment the equipment distributor has shown to date help their customer fix all the problems. Let’s see how this evolves.