University of Worcester

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Service Review for: Review Period : Review Date : Reviewed by : Tim Lakin Regional Service Manager UNIVERSITY OF WORCESTER 1st April to 31st October 2007 10th December 2007 T. J. N. Lakin

Contents: 

Contents Summary of Performance against S.L.A. Call Analysis Response Times Uptime Summary T. J. N. Lakin

This initial page shows the overall performance against the targeted S.L.A using the Key Performance indicators: Response Time is taken as the time taken for the engineer to arrive onsite following the call being logged with Danwood Service.First Time Fix Rate is the percentage of calls that were up and running following the engineers initial visit.Uptime is the percentage of time that the machines were up and running.: 

This initial page shows the overall performance against the targeted S.L.A using the Key Performance indicators: Response Time is taken as the time taken for the engineer to arrive onsite following the call being logged with Danwood Service. First Time Fix Rate is the percentage of calls that were up and running following the engineers initial visit. Uptime is the percentage of time that the machines were up and running. The figures show the average performance across the contract and a detailed breakdown is given later in the report. Any exceptions identified in the detailed figures will be explained in the exception reports. Target Actual Average response time 4 hours 2 hour 24 mins First time fix rate 90% 98.94 Up time 97% 99.49 T. J. N. Lakin

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There have been a total of ninety six calls over a seven month period. This equates to thirteen calls per month or three calls per week. All breakdown calls bar one resulted in the machine being restored to working order at the initial call.

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The average response time is good with very few calls being over the four hour call out.

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The uptime is good.

The call analysis shows no concerning adverse trends ,with all but four machines having less than one call per month: 

The call analysis shows no concerning adverse trends ,with all but four machines having less than one call per month

Summary: 

Summary Overall the period under review has run well. Minor issues at registration were addressed successfully. Les Davies is doing an excellent job for the account as a whole. He provides a focused point of contact for Danwood and for the University. Jane Barstow took the opportunity to thank Danwood for their hard work and expressed delight that this was the most reliable Copier Contract in her experience. She was also pleased that the initial good relationship has continued through the contract and is still ongoing. Action Points Machine 8653702832 has had a number of calls and given the high copy count was to be swapped with a machine in an alternative location. This has been done. Machine in Woodbury requires a service. Machine locations to be added to the report. T. J. N. Lakin

Tim LakinRegional Service ManagerOffice: 01527 571 555E-mail: Tim.Lakin@danwood.co.uk: 

Tim Lakin Regional Service Manager Office: 01527 571 555 E-mail: Tim.Lakin@danwood.co.uk Please feel free to contact me if you have any questions regarding this review. T. J. N. Lakin