Xerox Services Offerings
United States Service
11
User Guide
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
