Xerox 098N02176 User Guide - Page 11

Xerox Services Offerings CSE and Workgroup Metrics Xerox Services organizes its Customer Service Engineer (CSEs) into functional workgroups that share knowledge and expertise on similar products and equipment. Team members enhance their abilities through knowledge sharing and best practices. For continuous improvement and ongoing skill development, Xerox monitors individual and workgroup performance in the following areas: • Customer Satisfaction surveys which follow the initial install and selected onsite service events • Equipment reliability • Response Time • Number of interrupted service calls as a percent of the total calls • Each service call is closed with a process that documents the service event. This information is reviewed throughout Xerox Services' support organizations to improve future support and service experiences for you. Uptime Uptime is the most critical element to you, our customer, so Xerox closely tracks equipment uptime using a variety of measures and data sources. Customer Service Engineers capture and transmit service data for each service event so that monthly reliability information can be calculated from the national fleet level down to the individual machines in your business. Uptime is a key indicator of the reliability of our equipment and the level of service we deliver to our customers. We measure our machine uptime percentage by dividing the actual available machine time by the total available machine time based on contracted hours of service coverage. For example, if you have a 1x5 contract and your Xerox device had 3 hours of service (downtime) during a given month, then your uptime would equal 98.2%: (8 hrs / day) * (21 working days / month) = 168 working hrs / month (168 working hrs - 3 downtime hrs) / 168 working hrs = 98.2% uptime United States Service 11 User Guide