Global Service Survey 2022

Introduction

With the official introduction of a global Helmut Fischer service organisation and a good and strong support from our HQ in the future, we’d like to learn a little bit more from your local service organisation in a first step – your actual situation, your needs, your concerns. On one hand it shall help us to better understand your actual situation and to update our strategy targets. On the other site we also want to see what we don’t know within the HQ but is still present within our global team (knowledge, experts,…) and could be used near time to still strongen our service organisation.

In the end we want to have a strong and powerful global service organisation.

Therefore we please you to help us within this first query and fill up the several requested informations. Take your time in answering the questions in detail as much as you can. The query is based on the following chapters with a few questions within each chapter.

  1. Service organisation
  2. Qualifications within the service
  3. Actual support from our Headquarter to the subsidiaries
  4. Repairs
  5. Spare Part management
  6. Service products
  7. A few general informations

To get an overview of the survey please download this document.

Shortcuts within the document:
HQ = Headquarter in Sindelfingen

Survey

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    • 1

      Personal data

    • 2

      Service organisation

    • 3

      Qualification and training

    • 4

      Support from the HQ

    • 5

      Repairs

    • 6

      Spare part management

    • 7

      Service products

    • 8

      A few general informations

    1/8

    Personal data

    1. Personal data

    Surname:

    First name:

    Position:

    Fischer Subsidiary:

    0%

    2. Service organisation

    2.1 Service organizational chart
    Within this chapter we’d like to learn more about your organisational structure of your Serviceteam. Below an example for an organisational chart from our Service team in Germany.

    Download here "Chart Service Team Germany"

    Could you please provide us a similar chart or description with the minimum of following informations:

    • How many persons do you have within the team (s. example SC-DE)

    • Which are your groups within the Service team (like administration, inhouse repair, field service, logistics, …)

    • Do you have some group leaders or other responsible persons beside the Service manager

    Please upload your chart below (xls/xslx/csv/ppt/pptx/pdf allowed):

    If you like to add some additional informations pls use the Notes field below.

    2.2 Contact persons:
    For the future communication with our Headquarter we’d like to concentrate the communication channels a little bit more. Who will be or still are our contact persons beside the Service manager within your team ?

    Salutation

    Surname

    First name

    e-mail

    Function and tasks

    h/week

    Employed at Fischer since

    2.3 Service availability
    What is your local service availability time for our customers ? E.g. in germany we’re available from 08.00 to 17.00 in the evening and customers can contact us in addition via a ticket system of our Homepage when they’re still not in direct contact with someone of us.


    14%

    3. Qualification and training

    Within this chapter we’d like to learn more about your team qualification level for the different product groups - XRF, tactile and Nano.

    3.1. Skills of technicians
    You’ll find a skills template within the attachment with the pleasure to fullfill it with name + sirname of your technicians and the corresponding skills that they have. If you still have one from the past you can also update this and send us this one.

    Download here skills template

    Upload here your skills document (xls/xslx/csv/ppt/pptx/pdf allowed):

    If you like to add some additional informations pls use the Notes field.

    3.2. Training requirements for our existend technologies
    Based on very less trainings at the HQ in the last years we’d like to organice within 2023 some trainings first of all for existing devices. Pls enter within the notes field the three most important needs for trainings you’ll have at the moment. A short description / details of each request of the three would be very grateful.

    28%

    4. Support from our HQ to the subsidiaries

    Within this chapter we’d like to get a better feedback and feeling how is the support from your point of view from the HQ to you as subsidiary.

    4.1. Sharepoint
    Do everybody in your team know and use our Support via Sharepoint (Service manuals, SW downloads)?

    If not, please give us a short feedback which are the reasons.

    4.2 Service manuals
    When you use our service manuals from Sharepoint how satisfied are you from 1 to 10 with the content separated for our technologies? (1 = very unsatisfied, 10 = very satisfied)

    XRF:

    12345678910No opinion

    Tactile:

    12345678910No opinion

    Nano:

    12345678910No opinion

    When you are really unsatisfied (btw. 1 and 3) how can we make it better in future ? Pls note maximum the 3 most important things.

    Which manuals are missing within the sharepoint but needed at all ?

    4.3 Reaction time and point of contact with the HQ
    When you need support from the HQ Service department how satisfied are you from 1 to 10 with

    a. the contact possibilities (1 = very unsatisfied, 10 = very satisfied)

    When you are really unsatisfied (btw. 1 and 3) what is missing ? Pls note maximum the 3 most important things.

    b. the reaction time

    Do we need in future a kind of “Fast Lane” for real emergency cases?

    In case of yes could you pls give us one example (short description) what you regard as an emergency case ?

    4.4 Frequent communication issues
    In future we’d also like to introduce a kind of monthly call. Therefore we’d like to know if you’ve got still some topics you’d like to start in the near future.

    42%

    5. Repairs

    5.1 InHouse repairs
    Which repairs are made Inhouse and/or external for the three products tactile, XRF, Nano ? E.g. in germany tactile = only InHouse, Xray = Inhouse and external, Nano = mainly InHouse a small few things external

    Tactile:

    XRF:

    Nano:

    5.2 Level for repair What is the maximum level (low level, middle, deep analysis) you’re doing the repairs Inhouse or external? Low level= not exchanging some easy components Mid level= exchange e.g. a microswitch or a 50kV board ? But not the x-ray generator or a poly capillary Deep analysis= exchange all components and readjust the device afterwards

    XRF:

    Tactile:

    Probes:

    Nano:

    5.3 Missing for repairs Is there sth. that’s generally missing and you want to repair in future on your own but e.g. the spare part is not available or you need a special tool for it?

    Feedback XRF:

    Feedback Tactile:

    Feedback Nano:

    5.4 Inhouse repair times What are your average Inhouse repair times for tactile, XRF, Nano, starting to count the time from the arrival until delivery back to your customer ? Please enter the days when you know it and if not known or you do not repair the product Inhouse then choose “Not available”

    XRF:

    day(s) -

    Tactile:

    day(s) -

    Nano:

    day(s) -

    5.5 External Repairs – reaction time How long does it take (in average) from a customer call until a technician is on site for repair?

    XRF:

    day(s) -

    Tactile:

    day(s) -

    Nano:

    day(s) -

    57%

    6. Spare part management 6.1. Ordering + stock management Based on which procedure or criteria do you order your different spare parts - demand-driven when you need it for a repair order or based on annual needs and experience or otherwise? 6.2. Local purchasing Do you purchase any spare parts on your local market – divided in small parts (screws, electronic parts for electronic boards, ….), middle parts (micro switches, displays for tactile devices,…) and big parts (cases, …)?

    Tactile:

    XRF:

    Nano:

    6.3. Spare part competitors Do you have spare parts competitors within your local market which are specialized to produce and offer rebuild Fischer spare parts like X-Ray generators or others ? If yes could you pls name some and for which technology. 6.4. Spare part pricing How do you do your pricing for the spare parts – our selling / transfer price multiplied with a unique factor for all or also regarding the spare part characteristic ? Could you give us your spare part price for the 5 top XRF and tactile parts you need in your market ? 6.5. Spare part “sharing” At the moment we don’t have any glue or idea which spare parts are in which quantity within the local stocks of our subsidiaries. And since we still have a backlog of different material to provide spare parts in the requested time from the HQ we’d like to know if you’re still sharing a kind of spare part list with other Fischer subsidiaries ? If not are you interested to do it in the near future. Up to now with all the different ERP systems we’ll need to create one common platform.

    71%

    7. Service products 7.1 Local Service products Which are your most important service products for your local market that you’re providing to our customers – maximum the top 5 ? In germany e.g. we have maintenance contracts with decreased reaction times, calibration services, leasing of devices …. 7.2 Maintenance contracts How many service maintenance contracts do you have for the different product families?

    XRF:

    Tactile:

    Nano:

    7.3 Hourly rates How much is your hourly rate for our customers devided btw. external and internal rates when you have a separation ? And do you know the hourly rates from your local competitors ? 7.4 Calibration standards Do you use calibration standards (e.g. Service calibration kit’s) from the HQ or your local market supplier? If yes do you look for a frequent re-certification and that the certification is always valid?

    85%

    8. A few general informations 8.1 Servicetools Do you have some special Service tools which could be interesting for the complete group ? Equal if you use it for internal or external service. 8.2 Special things Do you have some important special things or service tools which could be interesting for the complete group ? Equal if you use it for internal or external service. E.g. smart glasses for remote sessions,…

    100%