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(EMAILWIRE.COM, July 28, 2010 ) SAN DIEGO, July 27, 2010 – The Technology Services Industry Association (TSIA), the technology services industry’s largest and most vibrant association, has introduced its new Field Service Benchmark Survey—the most comprehensive source for field service operations seeking to gather comparative data, discover industry best practices, and justify field service spending. Launched in mid-July 2010 and open to TSIA member companies, it is the most complete and relevant benchmarking study to-date for field service operations.
The survey includes three core modules: field field service, service spare parts, and depot repair. The field service module gathers information on on-site response time, problem resolution time, dispatch methodologies, service-level agreement compliance rates, remote diagnostic usage, multivendor services, management span of control, labor costs, average cost per incident, and other key performance measurements.
The service spare parts module garners data on first-pass fill and backorder rates, inventory management and warehousing practices, spares planning practices, inventory values as a percent of revenue, defective and obsolete parts processing, and other critical inventory management metrics.
The depot repair module examines labor costs, repair center operations and procedures—including RMA processes and repair turnaround times—and data around “no trouble found” (NTF) and “not economical to repair” (NER) practices. The depot repair module also gathers data about items returned for repair from both customers and field service technicians.
“Field service operations can input data into the survey and get real-time statistics and feedback on where they are succeeding and where they are lagging in business performance,” said Michael Israel, senior research director of TSIA. “There is simply no other place where a field service organization can find this breadth and depth of statistical analyses for optimizing business performance.”
Other key areas of focus in the TSIA Field Service Benchmark include entitlements (warranty, service, contracts), financials, support operations, customer satisfaction, and compliance. More information on the new TSIA Field Service Benchmark Survey can be found at www.tsia.com/field_services/fs_benchmarking.
About TSIA
The Technology Services Industry Association (TSIA) is the leading association for the technology services and support industry. Our ranks include thousands of services executives, managers, and professionals from around the globe. These leaders represent the worldÂ’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT and telecom, consumer technologies and carriers, healthcare and healthcare IT, and industrial automation. www.tsia.com
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TSIA
Suzanne Hite
410-774-5322
suzanne.hite@tsia.com 
Source: EmailWire.com
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