SOURCE: Technology Services Industry Association (TSIA)

Technology Services Industry Association

September 29, 2016 03:00 ET

TSIA Issues New Report on Reducing On-Site Incident Labor Costs

Report shares best practices to effectively managing an important service delivery channel

SAN DIEGO, CA--(Marketwired - September 29, 2016) - The Technology Services Industry Association (TSIA), the leading association for today's technology services organizations, has issued a new report titled "Reducing On-Site Incident Labor Costs: Best Practices to Effectively Manage an Important Service Delivery," authored by Vele Galovski, TSIA's vice president of field services research. The report focuses on the importance of effectively managing the on-site delivery channel, which is critical to organizational success.

At first glance, smart, connected products threaten to make the need for on-site service obsolete. Embedded technologies will phone home and signal either a firmware upgrade or generate an automated service request for a customer-replaceable unit. Although this scenario is happening with greater frequency, companies that have hardware on a customer location will always have an on-site service delivery channel. In fact, the on-site service delivery channel is critical to a hardware manufacturer's success.

This Executive Insight answers the question: What are the pacesetter practices that reduce the cost per on-site incident? Topics covered include:

  • The importance of managing the on-site service delivery channel.
  • Key drivers of on-site incident costs.
  • The technology, roles, and practices that are necessary to effectively manage the on-site delivery channel.

"Managing the on-site service delivery channel has been, and always will be, a key organizational objective for hardware manufacturers," says Galovski. "Approximately 75% of a hardware manufacturer's total service delivery costs reside in the onsite channel, and with continuing pressure to eliminate high labor cost incidents, it is becoming even more important to understand the drivers of on-site incident costs and benchmark to establish the greatest opportunity to improve."

TSIA members may access the report on the TSIA website.

About TSIA
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology and services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology. TSIA's editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at, follow us on Twitter @TSIACommunity, or connect with us on LinkedIn and Google+.

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