"While service and support are important in all industries, these functions are vital for safety equipment suppliers," says Rudy Mui, Former Chief Operating Officer for RAE Systems. "Miners, oil field workers, and others in dangerous occupations depend on their suppliers to be available, knowledgeable, well-supplied with spares and tools, and always aware that lives are on the line."
The semi-anonymous benchmark study will include the names of the participating companies; results will be consolidated and not attributable to specific companies. This study will help safety equipment companies understand how their service and support practices compare with similar safety equipment companies. Usually companies operate in different geographies and are not direct competitors.
Participation in the benchmark study allows a company to learn the best practices among companies for supporting their customers and which services are revenue-producers. Some key metrics will be time to workaround, time to repair, service contracts, staff size, expertise, and more. A comprehensive report of survey data and analysis of the results will be available to all participants and sponsors of this study by summer of 2012; availability for non-participants is scheduled for autumn.
Many companies in this space have been already been contacted for participation and sponsoring this effort. Companies that are interested and have not been contacted by the Benchmark team are welcome to contact FieldDay Solutions for inclusion in this study.