Use the force. Step one is seeing the network. Oce gets it. (in the UK)

. . He stated that improvements in production between 15 and 20% had since been recorded within the team.

The emerging model for Print is the facilitated user network. Facilitating a user network means ultra efficiency in the repairs.

Free advice: Incent the repair techs to gather useful information about the customer while making the repair. A simple check list would probably do the job. It could be on paper or on the web. But don't educate, incent!

Océ, supplier of printing and document management services, has recently reported improved efficiency within its service operation through the use of a satellite tracking solution.

"The business employs over 200 field engineers to service a variety of printers, copiers and fax machines around the UK.

Richard Cornish, national service operations manager, told Service Management that the company had signed for a three month trial with the Masernaught Three X satellite tracking solution at the end of 2007.

This had been extended to six months, after which the company allocated the system for use with one of its regional teams. Trials began with a small group of engineers and, following their success, saw the solution rolled out to the rest of the team.

He stated that improvements in production between 15 and 20% had since been recorded within the team.
read at Service Management Online