Serviceability reflects the speed, courtesy, competence, and ease of repair. Customers are concerned not only about a product breaking down but also about the time before the service is restored, the speed with which the service appointments are kept, the nature of dealings with the service personnel, and the frequency with which the service calls or repairs fail to correct outstanding problems.
Serviceability can usually be measured by the mean time to repair (MTTR), or the number of calls made to correct a particular problem, or the number of calls made during a specified time period. These standards are measured objectively, whereas the measurement of courtesy or standards of professional behavior are more subjective.
- 1472 reads
