UNIT 2

CTSM
MAINTENANCE ACTIVITIES
MAINTENANCE ACTIVITIES
MAINTENANCE ACTIVITIES
MAINTENANCE ACTIVITIES
BREAKDOWN MAINTENANCE
 Breakdown maintenance involves the repair or replacement
of equipment and components after they have failed.
 This approach is typically employed when failures are unlikely
to result in workplace injuries or excessive down-time, though
the costs associated with emergency repairs are often
prohibitive.
 Breakdown maintenance is a reactive policy.
 The term "run-to-failure" is also used to describe this approach
to maintenance, since that is what equipment is allowed to
do.
 A policy of breakdown maintenance is sometimes instituted
when a facility or business has been scheduled to close.
BREAKDOWN MAINTENANCE
 There are a number of costs that can be associated with a
breakdown maintenance policy. Since any component can
fail at any time under this approach, a maintenance staff
must be ready to do many different types of repairs.
 This can involve maintaining a stock of replacement parts for
every piece of equipment onsite, or else paying for rush
shipping on new components as the old ones fail.
 There are typically also costs associated with downtime, so this
approach to maintenance is not well-suited to any business
operation that would suffer large monetary losses from the
sudden failure of any given piece of equipment.
BREAKDOWN MAINTENANCE
 Advantages of Reactive Maintenance

 Lower initial costs – As your systems are new, they require little
maintenance so you save on parts and emergency labour.
 Requires fewer staff – Complex repairs tend to be outsourced
reducing the need for internal staff.
 No planning needed – Technicians repair equipment when it
fails. As fails are unpredictable, no time is spent planning the
repairs
BREAKDOWN MAINTENANCE
 Disadvantages of Reactive Maintenance
 Due to the unpredictable nature of reactive maintenance,
there are a number of disadvantages:
 Difficult to control budgets – As equipment failures can be
unpredictable, labour and spare parts may not be readily
available so organizations may end up paying a premium for
emergency parts shipping, travel time and out of hours
support.
 Shorter life expectancy of assets – Reactive maintenance
does not keep the systems running in optimal “as new”
condition. Over time, systems that have been maintained
deteriorate faster so don’t maximize their initial capital cost
investment.
BREAKDOWN MAINTENANCE
 Safety issues – When work is scheduled, technicians have time
to review the standard procedures and safety requirements to
complete the job correctly. Technicians tend to take more
risks when maintenance work is reactive as they are under
pressure to get systems running without delay.
 Time consuming – Reactive repairs tend to take longer due to
a number of factors including time to diagnose, travel time,
time to pull parts from stores or emergency order, time to pull
correct manuals and schematics etc.
 Sporadic equipment downtime – planned maintenance can
be written into the production schedule whereas unplanned
repairs can happen anytime. Also, there is the uncertainty
around the length of delay due to the repair.
BREAKDOWN MAINTENANCE
 Inefficient use of resources – Technicians spend time running
around looking for the correct manuals and schematics,
ordering the right parts etc trying to diagnose and fix the issue.
 Interferes with planned work – Emergency repairs are usually
prioritized at the expense of planned work. Planned work may
be pushed or cancelled completely.
 Collateral Damage – A minor issue could quickly into a major
system repair.
 Indirect costs – Unplanned downtime can lead to late orders
if equipment cannot be returned to production in time. This
can damage reputations and impact revenues.
BREAKDOWN MAINTENANCE
 Repeat issues – Reactive maintenance does the bare
minimum to get the system up and running again. If not
repaired correctly, the issue could reoccur and cause more
downtime.
 Higher energy costs – If you don’t service your car, it burns
more fuel! When equipment is not properly maintained, it uses
more energy. Doing simple things like greasing moving parts or
changing filters can reduce energy consumption by 15%.
BREAKDOWN MAINTENANCE
 When Should Reactive Maintenance Be Used?
 Reactive maintenance should only be performed on
components that are inexpensive, easy to replace, where the
failure does not cause collateral damage in the system or
where the cost of reactive maintenance is not greater than
preventative maintenance.
 Reactive maintenance is also ideal for business that cannot
plan work due to the nature of the industry. An example would
be satellite communications. It is too costly to send
technicians into space to perform regular preventive
maintenance. Reactive maintenance is present in all
maintenance strategies because equipment failure can't be
perfectly predicted.
FIELD SERVICING
 Field service: work with products that cannot be easily
transported because of their size or link to other systems. The
core of all field service work is maintenance and repair. This
work is performed by field service technicians.
 Many field service technicians service home-based
equipment, such as security systems, appliances, computer
equipment, televisions, stereos, and heating and ventilation
units. Field service technicians are also employed by large
industry to work on heavy equipment. A repair technician
might work in a corporate information technology
department, a central service centre, or a retail computer
sales environment.
FIELD SERVICING
 Despite the vast variety of work environments, all computer
technicians perform similar physical and investigative
processes, including technical support. Experienced
technicians might specialize in fields such as data recovery,
system administration, or information systems.
 Some technicians are self-employed or own a firm that
provides services in a regional area. Some are subcontracted
as freelancers or consultants. This type of technician ranges
from hobbyists and enthusiasts that volunteer or make a little
side money, to those who work professionally in the field.
FIELD SERVICING - Required Skills
 Diploma/Certifications
 All field service technicians, regardless of industry, must be
able to work independently with little supervision.
 Field service technicians must be able to manage service
calls that require more time than anticipated without
becoming frustrated or rushing through a job.
 They must also possess superb customer service skills and an
ability to diagnose and solve problems from non-technical
descriptions provided by their customers.
 A computer repair technician follows design or installation
specifications to install and repair software, hardware, or
peripheral equipment.
FIELD SERVICING - Required Skills
 In short, the skills needed are:
 • Strong communication skills
 • Problem-solving skills
 • Ability to work under pressure
 • Ability to work in a team and alone
 • Strong analytical skills
 • Customer service skills
FIELD SERVICING – Job Description
 Computer repair technicians resolve problems and provide
technical assistance by reading technical manuals, conferring
with users or conducting computer diagnostics.
 They can be called to oversee the daily performance of
computer systems to prevent them from malfunction and to
maintain maximum system efficiency.
 When new or upgraded systems are introduced, computer
repair technicians set up equipment for use, making sure of
the proper installation of cables, operating systems, and
appropriate software. Job tasks vary daily and may also
include fixing printers, setting up small networks, or configuring
VoIP phone systems.
FIELD SERVICING – Job Description
 Because computer problems can occur at any time of the
day, computer repair techs may work long hours around-the-
clock, as well as on weekends and holidays.
 There's also the possibility of being on call. While some
technicians do repairs at an office, others frequently travel to
homes or businesses to perform repairs onsite.
 You'll need to be physically strong enough to lift heavy
computer systems or transport hardware from your employer
to the work site.
FIELD SERVICING
PROS of a Computer Repair Tech Career
• Most workers work full time
• Comfortable work environment
• Flexibility to work inside or outside an office
• Vocational training can be sufficient for employment
• Can work anywhere computers need maintained
(homes, schools, offices, electronics stores)
• Variety in daily repair tasks
FIELD SERVICING
CONS of a Computer Repair Tech Career
• Slower than average job growth
• Low salary
• Frequent travelling for field technicians
• Can require around-the-clock working hours
• Some work long hours
• Lifting and moving heavy equipment can be
physically demanding
ANALYSIS OF CUSTOMER CALL REPORTS
 The current model for today’s utility customer call centre is
typically structured around a reactive, problem resolution
mode.
 With the enormous advances in call centre technologies and
heightened awareness of the importance of customer service
and satisfaction, utility industry can significantly expand and
optimize the call centre into a business-wide resource to raise
the levels of service, promote customer satisfaction and,
ultimately, reduce costs to the business.
ANALYSIS OF CUSTOMER CALL REPORTS
Trouble Call Ticket
Trouble Call Info.

Dedicated Toll Free Customer Services

Example s/w – SERVTRAC BY amtECH

ANALYSIS OF CUSTOMER CALL REPORTS
 Capabilities include:
 • Online Analysis and Reporting
 • Data Warehouse
 • Rich XML Support
 • Web–Enabled Analysis
 • Web Access to Data and Web–Based Customer Reporting
ANALYSIS OF CUSTOMER CALL REPORTS
SERVTRAC provides many standard Management Reports which
include:
 Gross Margin Analysis
 Technician Productivity
 Technician Completed Call Report
 Technician Time Utilization
 Equipment Mean-Time-To-Repair
 Equipment Uptime Index
 Response Time By Customer
 Callback Report
ANALYSIS OF CUSTOMER CALL REPORTS
 Warranty Expiration
 Contract Value Analysis
 Contract History Profit Analysis
 Adjusted and Denied Claims Analysis
 Reorder Advice Report
 Stock Status
 Equipment Sales Analysis
 Parts Analysis by Customer