Thanks, it looks that you are familiar in both the design and service of a product.
I was asked to calculate service response time.
My answer was: what is the percetage that the service rep responded within 48 hours. For example, if he had 20 service calls, to 19 of them he responded within 48 hours, and to one of them he responded only after 90 days, then I would say that 95% of his service calls were within 48 hours. Excelent response time. I was told, however, that I need to calculate the average response time, (and not the figure that I gave). In this case it would be:
(19calls x 2days + 1call x 90days) /20calls
which produce an average respone time of 5 days.
Very poor response time.
What do you think will be the right tool to measure this?
also, do u have a link to check MIL-STD-217-E?
Thanks,
galsaba