1. Service as a Revenue Source
Percentage of revenue derived from services: %
< 5%
5-10%
15-20%
25-30%
40%
100%
Count 3 2 1
Percent margin derived from services: %
18-30%
25%
65%
100%
Count 1
Is after-service support a revenue or a cost center?
Revenue center
Cost center 11 5

2. What is the current level of outsourcing in your company for:

3. Customer Service Performance
Current target/realized value (6 responses):
98%/99% 75%/80% 85%/? 95%/96% 95%/96% 95%/92% 95%/90-98%

4. Asset efficiency Service parts inventory turnover (6 responses)
≤ 1
1 – 2 2
1 – 12
2 – 15
≤ 10
Service labor utilization rate (4 responses)
75%
80%
85%
95%

5. How important is your company’s service business to your organization’s competitive advantage?