Originally posted by 734750465D6A765A53535050350 link=1268894802/4#4 date=1268949473
Very well said and is relevant to many systems in all walks of technology.
I can only add that Quality SERVICE support; is often miss managed / understood / disregarded when looking at $$$.
A true cost per test / shot etc. should take into consideration what is referred to as Whole of Life and that needs to factor in SERVICE costs and the all important Down Time and how that might be managed.... Many overlook this DETAIL; as it can get complicated and make assumptions and or forget just how expensive timely service support can cost.
However; If you dont have an downtime management plan ( some say a backup - but that machine has to be included as it cost to have available or on site) and your OFF line for some time... Just stop and consider the lost takings and the perception by users of your REAL client focus..
Your a coffee shop... I want coffee... The fact that your machine is off line (5 hrs on a bussy day) is YOUR problem.. You should NOT be making it my problem....
Regards
AM ( Contract Manager for critical health support systems - in another role)

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