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SERVICE VENDOR ANALYSIS 

THIRD-PARTY 

MAINTENANCE 


VOLUME II 


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CAT. No. 23-108 PRINTED IN U. S. A. 


INPUT 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


Published by 
INPUT 

1280 Villa Street 

Mountain View, CA 94041-1194 

U.S.A. 


Customer Service Program (CSP) 

Service Vendor Analysis— 
Third-Party Maintenance Vol. II 


Copyright ©1989 by INPUT. All rights reserved. 
Printed in the United States of America. 

No part of this publication may be reproduced or 
distributed in any form or by any means, or stored 
in a data base or retrieval system, without the prior 
written permission of the publisher. 


FTVA* 357* 1989 


SERVICE VENDOR ANALYSIS-THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


Table of Contents 



Introduction 


1 


n 


TPM Service Vendor Analyses 

1. Act Magnetic Technology 

2. Advanced Technology Services, Inc. 

3. American Computer Hardware 

4. Applied Magnetics Corporation 

5. Argos, Inc. 

6. ASJ Support Services 

7. Baum Control Systems, Inc. 

8. Besco Computers 

9. Bull Worldwide Information Systems 

10. Business Equipment House, Inc. 

11. C & L Terminals, Inc. 

12. C E Services Inc. 

13. C. Hoelzle Associates, Inc. 

14. Caltech, Inc. 

15. Camex-CPX 

16. CDC Computer Systems And Services 

17. Century Data Systems, Inc. 

18. Circuit Repair Corporation 

19. Circuit Test, Inc. 

20. Cirvis, Inc. 

21. Communications Test Design, Inc. 

22. Compupair, Inc. 

23. Computer Maintenance Service 

24. Computer Service Supply Corp. 

25. Computer Systems Repair, Inc. 

26. Comsel Corporation 

27. Contel Federal Systems 

28. Custom Computer Specialists, Inc. 

29. Data Acquisitions Labs, Inc. 

30. Data Consultants Services 


3 



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Table of Contents (Continued) 


n 


31. Data Entry, Inc. 64 

32. Data Tech Reliance 66 

33. Datamemory Corp. 68 

34. Datasat Company, Inc. 70 

35. Dataserv Computer Maintenance 72 

36. Decision Data Service, Inc. 74 

37. Dictaphone Corporation 76 

38. Digital Data Systems, Inc. 78 

39. Dow Jones Service 80 

40. Drive Repair Laboratories 82 

41. Dynservice Network 84 

42. EF Industries 86 

43. Etficient Field Service Coip. 88 

44. Electroservices Laboratories 90 

45. Eyedot Computer, Inc. 92 

46. First Service Technology 94 

47. GE Computer Services 96 

48. General Disk Corp. 98 

49. Grumman 100 

50. Halifax Computer Services 102 

51. Hanson Data Systems 104 

52. Headmaster Repair, Inc. 106 

53. Hitachi Data Systems 108 

54. Idea Servcom 110 

55. Iicon Corp. 112 

56. Impact Printhead Services 114 

57. Integrated Automation, Inc. 116 

58. Integrated Systems Group 118 

59. Intelogic Trace 120 

60. International Technical Services 122 

61. Jadtec Computer Group 124 

62. KCS Computer Services 126 

63. Ketterman’s, Inc. 128 

64. Key Data Systems, Inc. 130 

65. Logical Solutions Company 132 

66. Magnetic Recovery Technoligists 134 

67. Magretech, Inc. 136 

68. McDonnell Douglas Field Service Company 138 

69. Medical Systems Support, Inc. 140 

70. Mosler, Inc. 142 

71. National Computer Systems 144 

72. National Customer Engineering 146 

73. NCR Corporation 148 

74. Peregrine, Inc. 150 

75. Peripherals Manufacturing, Inc. 152 

76. Premier Computer Corporation 154 


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Table of Contents (Continued) 



77. Protek Computer Services 156 

78. PTXI 158 

79. The Repair Company 160 

80. Rex Service Company 162 

81 . Reynolds & Reynolds 164 

82. RTK Communications Group 166 

83. Scopus Corporation 168 

84. Sector Computer Systems 170 

85.. Shields Business Machines, Inc. 172 

86. Sirius Computer 174 

87. Sorbus 176 

88. SRM, Inc. 178 

89. SSCI 180 

90. Storage Technology Corp. 182 

91 . Systems Specialist Consultants 184 

92. TMC, Inc. 186 

93. Total Tec Systems 188 

94. Tri-Sys Computer Corp. 190 

95. TRW Customer Service Division 192 

96. Unisys 194 

97. United Computer Systems, Inc. (CA) 196 

98. United Computer Systems, Inc. (MD) 198 

99. URS Information Systems, Inc. 200 

100 . Western Union 202 

101 . Xerox Corp. 204 


in 


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Introduction 







SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 



Introduction 


The Service Vendor Analysis — Third-Party Maintenance report is the 
second in a series of three reports covering the TPM marketplace as part 
of INPUT’S 1989 U.S. Customer Service Program. The two volume 
report provides a comprehensive snapshot of the TPM arena, outlining 
demographic, operational, and strategic information on 101 leading TPM 
organizations. 

This second volume of the analysis presents information on 101 key 
third- and fourth-party support vendors in a convenient directory style, 
designed for easy reference. In-depth profiles of eleven leading TPMs 
are contained in Volume I of the Service Vendor Analysis — Third-Party 
Maintenance report. (These strategically oriented profiles include 
CDC Third-Party Maintenance Division, Dataserv, Decision Data, GE 
Computer Services, Grumman, IDEA Servcom, Intelogic Trace, 
McDonnell Douglas Field Service, NCR, Sorbus, TRW.) 

The information contained in our analyses came directly from the 101 
TPMs included. INPUT contacted appropriate executives within each 
organization by phone to discuss the company’s competitive position, and 
further researched pertinent literature and news items to round out each 
firm’s profile. The questionnaire used in the information-gathering 
process is contained in the Appendix of Volume I of this report. 


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TPM Service Vendor 
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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


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TPM Service Vendor Analyses 


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ACT MAGNETIC TECHNOLOGY 


Four Wrigley 
Irvine, CA 92718 
(714) 770-6575 


Dennis Setera, President 

$2.1 million in 1988 TPM revenues 

Active 8 years in the TPM market 


The Company 


1 service location: 
1 repair depot 
1 parts depot 


16 total service employees: 
3 in service management 
10 field engineers 
3 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

Seagate, Miniscribe, Micropolis 

Products maintained: 
minicomputers 
microcomputers 
peripherals 

Services provided: 

manufacturer warranty work remedial maintenance 

disaster recovery refurbishment 

conversion/upgrade 


(continued) 


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ACT MAGNETIC TECHNOLOGY 

Four Wrigley 


Irvine, CA 92718 
(714) 770-6575 

(continued) 


Business Base 

Service business is: 

13% contract based 

87% flat fee/incident 

Support is delivered: 

2% remote support services 
98% repair depot/carry-in 

Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 

banking/finance 

education 

transportation 
medical 
insurance 
federal govt 


state/local gov't 

Principal competition comes from Premier, Bell Atlantic firms. 

New offerings are to include expanding on drive repair 
services currently offered; extension into more hardware 
oriented systems offerings. 


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ADVANCED TECHNOLOGY SERVICES, INC. 

2000 E. Washington St. Vern Lefler, Vice President 

East Peoria, 1L 6161 1 $22.0 million in 1988 TPM revenues 

(309) 698-5700 35% growth expected for 1989 

Active 4 years in the TPM market 


The Company 

15 service locations: 
1 repair depot 
5 parts depots 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


375 total service employees: 
45 in service management 
100 in field support 
200 field engineers 
30 in administration 


Service Coverage 

Brands supported include: 

DEC, IBM, Epson, Zenith, Toshiba, Compaq, AT&T 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
L4N 
PBX 
modem 
FAX 

multiplexor 
front-end processors 


Services provided: 
remedial maintenance 
ECO/FCO (change orders) 
consulting 
disaster recovery 
fourth-party maintenance 
conversion/upgrade 


preventive maintenance 
software maintenance 
training 

installation/relocation 
refurbishment 
equipment sale/lease 


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ADVANCED TECHNOLOGY SERVICES, INC. 

2000 E. Washington St. 

East Peoria, IL 61611 
(309) 698-5700 

(continued) 


Business Base 

Service business is: 

70% contract based 
30% hourly per-call 

Support is delivered: 

70% on site 

25% repair depot/carry-in 
5% by other means 


Strategic Factors 
Industries targeted include: 

manufacturing transportation 

utilities federal gov't 

state/local govt 

Principal competition comes from DEC. 

New offerings are to include factory integration services. 


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AMERICAN COMPUTER HARDWARE 

2205 S. Wright St. Ed St. Amour, President 

Santa Ana, CA 92705 Active 10 years in the TPM market 

(714) 549-2688 


The Company 

26 total service employees: 

4 in service management 
10 in field support 
7 field engineers 

5 in administration 


1 service location: 
1 repair depot 
1 parts depot 


Geographic coverage includes: 
the Southwest 


Service Coverage 

Brands supported include: 
Data Products 

Products maintained: 
peripherals 

Services provided: 
remedial maintenance 
ECO/FCO (change orders) 
training 

fourth-party maintenance 
conversion/upgrade 


preventive maintenance 
consulting 

installation/relocation 
refurbishment 
equipment sale/lease 


(continued) 


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AMERICAN COMPUTER HARDWARE 
2205 S. Wright St. 

Santa Ana, CA 92705 
(714) 549-2688 

(continued) 


Business Base 

Service business is: 

65% contract based 
35% hourly per-call 

Support is delivered: 

50% on site 

5% remote support services 
45% repair -depot/carry-in 


Strategic Factors 

Industries targeted-jnclude: 
transportation medical 

distribution banking/finance 

services federal govt 

state/local govt 

New offerings are to include Smartbox printer testing. 


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APPLIED MAGNETICS CORPORATION 


Brumko Division 
150 Binfield St. 


Robert Masoner, President 
$10.0 million in 1988 TPM revenues 
5% growth expected for 1989 
Active 12 years in the TPM market 


Elkhorn, NE 68022 
(402) 289-2400 


The Company 


3 service locations: 
3 repair depots 
2 parts depots 


46 total service employees: 
18 in service management 
20 in field support " 

8 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

IBM, DEC, Data General, Memorex, CDC, Unisys, 

HP and remanufactured disk heads 

Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 

Services provided: 

manufacturer warranty work consulting 


training 

fourth-party maintenance 
conversion/upgrade 


installation/relocation 

refurbishment 


(continued) 


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APPLIED MAGNETICS CORPORATION 

Brumko Division 
150 Binfield St. 

Elkhorn, NE 68022 
(402) 289-2400 

(continued) 


Business Base 

Support is delivered: 

100% repair depot/carry-in 

Strategic Factors 

Industries targeted include: 


transportation 

medical 

banking/finance 
education 
federal govt 
other 


manufacturing 

utilities 

distribution 

insurance 

services 

state/local govt 


Principal competition comes from diskhead repair houses. 


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ARGOS, INC. 

2495 West Shaw 
Fresno, CA 93711 
(209) 221-7211 


Alan Thodey, President 
Active 10 years in the TPM market 


The Company 


1 service location: 
1 repair depot 
1 parts depot 


15 total service employees: 


7 in field support 
5 field engineers 
3 in administration 


Geographic coverage includes: 
the Southwest 
the Northwest 


Service Coverage 
Brands supported include: 

Kaypro, Okidata, ARC, Acer, GLI, other IBM compatibles 

Products maintained: 
microcomputers 
peripherals 

Services provided: 

remedial maintenance preventive maintenance 

software maintenance consulting 

training installation/relocation 

conversion/upgrade equipment sale/lease 


(continued 1 ! 


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ARGOS, INC. 

2495 West Shaw 
Fresno, CA 93711 
(209) 221-7211 

(continued) 


Business Base 

Service business is: 

30% contract based 
70% hourly per-call 

Support is delivered: 

30% on site 

20% remote support services 
50% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
transportation utilities 

distribution services 


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ASJ SUPPORT SERVICES 

3950 Dow Road 
Melbourne, FL 32935 
(407) 242-2002 


Anthony S. Jackson, President 
$5.0 million in 1988 TPM revenues 
25% growth expected for 1 989 
Active 10 years in the TPM market 


The Company 


24 service locations: 
2 repair depots 
22 parts depots 


70 total service employees: 
1 1 in service management 


10 in field support 
39 field engineers 
10 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


Service Coverage 
Brands supported include: 

Sun, Data General, Apollo, Versatec, ASJ, C.ltoh, Cipher, 

CDC, Dataproducts, Fujitsu, Hazeltine, Hitachi, 

Hewlett-Packard, Interlan, Lear Siegler, NEC, Mitsubishi, 

Maxtor, Priam, Printronix, Remex, Shugart, Tektronix, 

Trilog, Visual, Wyse, Wangco, Zetaco 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 

Services provided: 

manufacturer warranty work remedial maintenance 

preventive maintenance training 


installation/relocation 
refurbishment 
equipment sale/lease 


fourth-party maintenance 
conversion/upgrade 


(continued) 


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ASJ SUPPORT SERVICES 

3950 Dow Road 
Melbourne, FL 32935 
(407) 242-2002 

(continued) 


Business Base 

Service business is: 

70% contract based 
10% hourly per-call 
20% flat fee/incident 

Support is delivered: 

80% on site 

20% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing services 

federal govt 

Principal competition comes from OEMs. 

New offerings are to include network services. 


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BAUM CONTROL SYSTEMS, INC. 

15 Catherwood Rd. 

Ithaca, NY 14850 
(607) 257-3524 


Larry F. Baum, President 
$0.2 million in 1988 TPM revenues 
40% growth expected for 1989 
Active 8 years in the TPM market 


The Company 

1 service location: 
1 repa'r depot 
1 parts depot 


4 total service employees: 

1 in service management 

2 field engineers 

1 in administration 


Geographic coverage includes: 
the Northeast 


Service Coverage 

Brands supported include: 
Hewlett-Packard, Epson, Novell, Compaq 


Products maintained: 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
FAX 

Services provided: 
manufacturer warranty work 
preventive maintenance 
software maintenance 
training 

conversion/upgrade 
file conversion 


remedial maintenance 
ECO/FCO (change orders) 
consulting 

installation /relocation 
equipment sale/lease 


(continued) 


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BAUM CONTROL SYSTEMS, INC. 

15 Catherwood Rd. 

Ithaca, NY 14850 
(607) 257-3524 

(continued) 


Business Base 

Service business is: 

40% cc ntract based 
40% hourly per-call 
20% flat fee/incident 

Support is delivered: 

20% on site 

10% remote support services 
70% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local govt 

Principal competition comes 
stores. 


transportation 

medical 

banking/finance 
education 
federal govt 
other 

local and regional computer 


New offerings are to include Novell and Compaq service. 


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BESCO COMPUTERS 

P.O. Box 1217 
Columbus, MS 39701 
(601) 328-6860 


Irwin Tate, President 

10% growth expected for 1989 

Active 10 years in the TPM market 


The Company 

2 service locations: 
2 repair depots 
2 parts depots 


18 total sen/ice employees: 
2 in service management 
14 field engineers 
2 in administration 


Geographic coverage includes: 
the Southeast 


Service Coverage 
Brands supported include: 

IBM, NCR, Apple, Texas Instruments, Data General, Epson, 
Okidata, Brother, Panasonic, Sony 


Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
FAX 

multiplexor 

Services provided: 
manufacturer warranty work 
preventive maintenance 
software maintenance 
training 
refurbishment 
equipment sale/lease 


remedial maintenance 
ECO/FCO (change orders) 
consulting 

installation/relocation 
conversion/upgrade 
file conversion 


(continued) 


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BESCO COMPUTERS 
P.O. Box 1217 
Columbus, MS 39701 
(601) 328-6860 

(continued) 


Business Base 

Service business is: 

80% contract based 
10% hourly per-call 
10% flat fee/incident 

Support is delivered: 

70% on site 

10% remote support services 
20% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 


manufacturing 
medical 
education 
federal govt 


utilities 
insurance 
services 
state/local govt 


Principal competition comes from national vendors. 


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BULL WORLDWIDE INFORMATION SYSTEMS 


Customer Service Division 
151 Needham Street 
Newton Highland, MA 02161 
(617) 552-5411 


Roland Pampel, President 
$35.0 million in 1988 TPM revenues 
Active 7 years in the TPM market 


The Company 

200 service locations: 


1200 total service employees 


1 repair depot 
60 parts depots 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

IBM, Apple, Printronix, Zilog 

Products maintained: 
minicomputers 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 

Services provided: 

manufacturer warranty work remedial maintenance 

installation/relocation conversion/upgrade 

equipment sale/lease 


(continued) 


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BULL WORLDWIDE INFORMATION SYSTEMS 

Customer Service Division 
151 Needham Street 
Newton Highland, MA 02161 
(617) 552-5411 

(continued) 


Business Base 

Service business is: 

99% contract based 
1% hourly per-call 

i Support is delivered: 

90% on site 

10% repair depot/carry-in 

| Strategic Factors 


Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local gov't 


transportation 

medical 

banking/finance 
education 
federal govt 
other 


Principal competition comes from IBM, Unisys, NCR, TRW, 
Sorbus, IT. 


New offerings are to include LAN/PC Network management, 
software support and system integration services. 


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BUSINESS EQUIPMENT HOUSE, INC. 

5647 West Diversey Ave. Harold Root, President 

Chicago, IL 60639 $1.0 million in 1988 TPM revenues 

(312) 889-9393 Active 15 years in the TPM market 


The Company 

3 service locations: • 8 total service employees: 

1 repair depot 1 in service management 

1 parts depot 7 field engineers 


Geographic coverage includes: 
the Central states 


Service Coverage 

Brands supported include: 
Prime, Wyse, DEC 

Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
modem 
multiplexor 
front-end processors 


remedial maintenance 
software maintenance 
training 
refurbishment 
equipment sale/lease 


(continued) 


Services provided: 
manufacturer warranty work 
preventive mail .tenance 
consulting 

installation/relocation 
conversion/upgrade 
file conversion 


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BUSINESS EQUIPMENT HOUSE, INC. 

5647 West Diversey Ave. 

Chicago, IL 60639 
(312) 889-9393 

(continued) 


Business Base 

Service business is: 

75% contract based 
. 25% hourly per-call 

Support is delivered: 

70% on site 

30% repair depot/carry-in 

Strategic Factors 

Industries targeted include: 


manufacturing 
banking/finance 
education 
federal govt 


distribution 
insurance 
services 
state/local govt 


New offerings are to include facility management services. 


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C & L TERMINALS, INC. 

2324 SE Division 
Portland, OR 97202 
(503) 231-0772 


Ken Landgraver, President 
$1.0 million in 1988 TPM revenues 
5% growth expected for 1 989 
Active 18 years in the TPM market 


The Company 

20 total service employees: 
1 in service management 
18 field engineers 
1 in administration 


5 service locations: 
5 repair depots 
4 parts depots 


Geographic coverage includes: 
the Southwest 
the Northwest 


Service Coverage 

Brands supported include: 

Wyse, Televideo, Qume, DEC, Texas Instruments, IBM, 
Datasouth, Okidata, Epson, C.ltoh, Facit, Genicom, 
Panasonic, Diablo, NEC, Compaq, Hewlett-Packard, Visual, 
ADDS, Zenith, Ampex 

Products maintained: 
microcomputers 
peripherals 
telecommunications 
modem 

Services provided: 
remedial maintenance 
installation /relocation 
refurbishment 


preventive maintenance 
fourth-party maintenance 
conversion/upgrade 


(continued) 


24 


O 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


C & L TERMINALS, INC. 

2324 SE Division 
Portland, OR 97202 
(503) 231-0772 

(continued) 


Business Base 

Service business is: 

50% contract based 
50% hourly per-call 

Support is delivered: 

70% on site 

30% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local govt 


transportation 

medical 

banking/finance 
education 
federal govt 
other 




FTVA 


0 1990 by INPUT. Reproduction Prohibited. 


25 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


C E SERVICES INC. 

2895 113th Street 
Grand Prairie, TX 75050 
(214) 641-0070 


Pete Russey, President 
$6.0 million in 1988 TPM revenues 
10% growth expected for 1989 
Active 1 1 years in the TPM market 


(Previously Altai, C E Services Division) 


The Company 


3 service locations: 
3 repair depots 
3 parts depots 


113 total service employees: 
15 in service management 


40 in field support 
38 field engineers 
20 in administration 


Geographic coverage includes: 
the Southwest 


Service Coverage 

Brands supported include: 

IBM 

Products maintained: 
mainframes 
peripherals 
telecommunications 
LAN 
modem 
multiplexor 
satellite earth stations 
front-end processors 

Services provided: 

remedial maintenance preventive maintenance 

ECO/FCO (change orders) software maintenance 

consulting training 

installation/ relocation refurbishment 

conversion/upgrade file conversion 


(continued) 


26 Cl 990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS — THIRD-PARTY MAINTENANCE VOL II 


INPUT 


C E SERVICES INC. 

2895 113th Street 
Grand Prairie, TX 75050 
(214) 641-0070 

(continued) 


Business Base 

Service business is: 

25% contract based 
75% flat fee/incident 

Support is delivered: 

80% on site 

5% remote support services 
15% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 


manufacturing 

utilities 


transportation 

medical 

banking/finance 
education 
state/local gov't 


distribution 


insurance 

services 


Principal competition comes from IBM, CDC, Sorbus. 

New offerings are to include service on the IBM 3090 series. 


FTVA 


© 1990 by INPUT. Reproduction Prohibited. 


27 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


C. HOELZLE ASSOCIATES, INC. 

2632 South Croddy Way 

Santa Ana, CA 92704 
(714) 850-9191 

(Previously 850-9191) 

Chris Hoelzle, President 

$1.9 million in 1988 TPM revenues 

Active 10 years in the TPM market 

The Company 

1 service location: 

1 repair depot 

1 parts depot 

Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 

20 total service employees: 

3 in service management 

2 in field support * 

8 field engineers 

7 in administration 

Service Coverage 



Brands supported include: 

Printronix, Anadex, Data Printer, C. Itoh, Centronics 

Products maintained: 
peripherals 


Services provided: 
remedial maintenance 

ECO/FCO (change orders) 
refurbishment 

preventive maintenance 
fourth-party maintenance 
equipment sale/lease 

(continued) 

— - — 


28 


C 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


C. HOELZLE ASSOCIATES, INC. 

2632 South Croddy Way 
Santa Ana, CA 92704 
(714) 850-9191 

(continued) 


Business Base 

Service business is: 

13% contract based 
20% hourly per-call 
67% flat fee/incident 

Support is delivered: 

100% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
services 




FTVA 


© 1990 by INPUT. Reproduction Prohibited. 


29 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


CALTECH, INC. 

1300 Mercantile Lane 
Suite 116 

Landover, MD 20785 
(301) 773-9400 


Reginald F. Celestin, President 
$1.8 million in 1988 TPM revenues 
23% growth expected for 1989 
Active 12 years in the TPM market 


The Company 

1 service location: 
1 repair depot 
1 parts depot 


27 total service employees: 
7 in service management 

3 in field support * 

13 field engineers 

4 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

IBM, Wang, Zenith, Leading Edge, Hewlett-Packard, Telex 


Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
PBX 
modem 

front-end processors 

Services provided: 
manufacturer warranty work 
preventive maintenance 
software maintenance 
training 

installation/relocation 
refurbishment 
equipment sale/lease 


remedial maintenance 
ECO/FCO (change orders) 
consulting 
disaster recovery 
fourth-party maintenance 
conversion/upgrade 
file conversion 


30 


C 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


CALTECH, INC. 

1300 Mercantile Lane 
Suite 116 

Landover, MD 20785 
(301) 773-9400 

(continued) 


Business Base 

Service business is: 

60% contract based 
40% flat fee/incident 

Support is delivered: 

70% on site 

30% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local govt 

Principal competition comes from IBM, Xerox, GE, 
Memorex/Telex, IT, Wang. 

New offerings are to include support for Compaq, Toshiba, 
Wyse, NEC, DEC, C.ltoh, AT&T and Epson products. 




transportation 

medical 

banking/finance 
education 
federal govt 


FTVA 


C 1990 by INPUT. Reproduction Prohibited. 


31 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


CAMEX-CPX 

4700 Calle Bolero Greg Wolfe, President 

Camarillo, CA 93010 
(805) 987-8628 


The Company 

1 service location: 
1 repair depot 
1 parts depot 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

CDC, Imprimis 

Products maintained: 
mainframes 
peripherals 

Services provided: 

consulting training 

fourth-party maintenance refurbishment 

equipment sale/lease 


(continued) 


32 


O 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS — THIRD-PARTY MAINTENANCE VOL II 


INPUT 


CAMEX-CPX 

4700 Calle Bolero 
Camarillo, CA 93010 
(805) 987-8628 

(continued) 


Business Base 

Support is delivered: 

100% repair depot/carry-in 


Strategic Factors 


Industries targeted include: 
manufacturing 
utilities 
distribution 
services 
state/local govt 


transportation 

medical 

banking/finance 
federal govt 
other 


Principal competition comes from CDC, PPS, Arrow 
Electronics, NRG. 




FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


33 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


CDC COMPUTER SYSTEMS & SERVICES 

Third-Party Maintenance Div. Michael E. Sherck, Vice President 

8100 34th Ave. South $97.0 million in 1988 TPM revenues 

Minneapolis, MN 55440 Active 20 years in the TPM market 

(800) 345-9903 


The Company 

100 service locations 900 total service employees: 

550 field engineers 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

IBM, DEC, DG, Cipher, Data Products, Zenith, Emulex 

Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 


Services provided: 
manufacturer warranty work 
preventive maintenance 
software maintenance 
training 

installation /relocation 
conversion/upgrade 


remedial maintenance 
ECO/FCO (change orders) 
consulting 
disaster recovery 
refurbishment 


(continued) 


34 


C 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


CDC COMPUTER SYSTEMS & SERVICES 

Third-Party Maintenance Div. 

8100 34th Ave. South 
Minneapolis, MN 55440 
(800) 345-9903 

(continued) 


Business Base 

Service business is: 
90% contract based 
10% hourly per-call 

Support is delivered: 
99% on site 
1% by other means 


Strategic Factors 
Industries targeted include:. 


manufacturing 

utilities 

distribution 

insurance 

services 

state/local govt 


transportation 

medical 

banking/finance 
education 
federal govt 
other 


Principal competition comes from IBM, Sorbus, DEC. 

New offerings are to include a broad range of services for 
data center management. 


FTVA 


e 1990 by INPUT, Reproduction Prohibited. 


35 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


CENTURY DATA SYSTEMS, INC. 

506 North Happington Street 

Raleigh, NC 27603 
(919) 821-5696 

C.R. Wiggins, President 

$1.0 million in 1988 TPM revenues 

10% growth expected for 1989 

Active 3 years in the TPM market 

The Company 

13 service locations: 

1 repair depot 

1 parts depot 

Geographic coverage includes: 
the Southeast 

30 total service employees: 

4 in service management 

4 in field support " 

20 field engineers 

2 in administration 

Service Coverage 



Brands supported include: 

Casio, Panasonic, Datachecker, Omron, IBM, Remanco, SDA, 
Okidata 

Products maintained: 
minicomputers 
peripherals 


Services provided: 
manufacturer warranty work 
preventive maintenance 
software maintenance 
training 

installation/relocation 
refurbishment 
file conversion 

remedial maintenance 

ECO/FCO (change orders) 
consulting 
disaster recovery 
fourth-party maintenance 
equipment sale/lease 

(continued) 

— — 


36 


O 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 




CENTURY DATA SYSTEMS, INC. 

506 North Happington Street 
Raleigh, NC 27603 
(919) 821-5696 

(continued) 


Business Base 

Service business is: 

50% contract based 
30% hourly per-call 
20% flat fee/incident 

! 

Support is delivered: 

70% on site 

5% remote support services 
20% repair depot/carry-in 
5% by other means 


Strategic Factors 

Industries targeted include: 
services 

Principal competition comes from NCR, IBM, dealer service 
organizations. 


FTVA 


C 1990 by INPUT. Reproduction Prohibited. 


37 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


CIRCUIT REPAIR CORPORATION 

108 Turnpike 
Rowley, MA 01969 
(508) 948-7973 


Jeff Ferry, President 

Active 10 years in the TPM market 


The Company 

1 service location 
1 repair depot 


15 total service employees: 
3 in service management 
10 field engineers 
2 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


Service Coverage 
Brands supported include: 

DEC, IBM, NCR, Texas Instruments, Northern Telecom 

Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
PBX 
modem 
FAX 

multiplexor 
satellite earth stations 
front-end processors 

Services provided: 

remedial maintenance ECO/FCO (change orders) 

fourth-party maintenance refurbishment 

conversion/upgrade 


(continued) 


38 


0 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


CIRCUIT REPAIR CORPORATION 

108 Turnpike 
Rowley, M A 01969 
| (508) 948-7973 

(continued) 


Business Base 

Service business is: 

100% flat fee/incident 

Support is delivered: 

100% repair depot/carry-in 


Strategic Factors 
Industries targeted include: 

manufacturing transportation 

utilities medical 

distribution services 

Principal competition comes from manufacturers in PC board 
repair. 

New offerings are to include CLS2000 contact laminating 
system used to repair damaged surface mount pads and gold 
contacts. 


FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


39 


SERVICE VENDOR ANALYSIS — THIRD-PARTY MAINTENANCE VOL II 


INPUT 


CIRCUIT TEST, INC. 

12749 W. Hillsborough Ave. 
Tampa, FL 33635 
(813) 855-6685 


Allen Braswell, Sr., President 
$7.0 million in 1988 TPM revenues 
30% growth expected for 1989 
Active 10 years in the TPM market 


The Company 


2 service locations: 
2 repair depots 
2 parts depots 


100 total service employees: 
10 in service management 
80 in field support * 

10 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


Service Coverage 
Brands supported include: 

Data General, GE, CDC, Imprimis, Memorex, IBM, Compaq, 

Kennedy, Diablo, NEC 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
PBX 

Services provided: 

remedial maintenance ECO/FCO (change orders) 

fourth-party maintenance refurbishment 

conversion/upgrade 


(continued) 


40 


O 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


CIRCUIT TEST, INC. 

12749 W. Hillsborough Ave. 
Tampa, FL 33635 
(813) 855-6685 

(continued) 


Business Base 


Service business is: 
100% flat fee/incident 


Support is delivered: 

100% repair depot/carry-in 


Strategic Factors 


Industries targeted include: 


manufacturing 

medical 

insurance 

services 

state/local govt 


utilities 

banking/finance 
education 
federal govt 
other 


FTVA 


C 1990 by INPUT. Reproduction Prohibited. 


41 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


C1RVIS, INC. 


15182 Bolsa Chica 
P.O. Box 1819 
Huntington Beach, 
(714) 891-2000 


Street 
CA 92647 


John J. Seeger, President 
$0.5 million in 1988 TPM revenues 
25% growth expected for 1989 
Active 16 years in the TPM market 


The Company 

1 service location: 10 total service employees: 

1 repair depot 2 in service management 

1 parts depot 5 field engineers 

3 in administration 


Geographic coverage includes: 
the Southwest 


Service Coverage 


Brands supported include: 

IBM, Apple, Televideo, Epson, Diablo, Compaq, Toshiba, 
Zenith, Genicom, Blue Chip, AST, ADDS, Hazeltine, Beehive, 
Motorola, Centronics, C.ltoh, Data Products, Datasouth, DEC, 
Amdek, Mitsubishi, NEC, Tandon, Wyse, Tandy, 
Mannesman-Tally, Okidata, Xerox 


Products maintained: 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
multiplexor 

Services provided: 
manufacturer warranty work 
preventive maintenance 
software maintenance 
training 

installation/relocation 
refurbishment 
equipment sale/lease 


remedial maintenance 
ECO/FCO (change orders) 
consulting 
disaster recovery 
fourth-party maintenance 
conversion/upgrade 
file conversion 


(continued) 


42 


C 1990 by INPUT. Reproduction Prohibited. 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


CIRVIS, INC. 

15182 Bolsa Chica Street 
P.O. Box 1819 

Huntington Beach, CA 92647 
(714) 891-2000 

(continued) 


Business Base 

Service business is: 

70% contract based 
25% hourly per-call 
5% flat fee/incident 

Support is delivered: 

60% on site 

40% repair depot/carry-in 


Strategic Factors 


Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
sen/ices 

state/local govt 


transportation 

medical 

banking/finance 
education 
federal govt 
other 


Principal competition comes from other local independent 
service firms. 

New offerings are to include IBM Series 1 peripheral 
maintenance; Displaywriter service; Lexitron Support. 


FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


43 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


COMMUNICATIONS TEST DESIGN, 

Goshen Corporate Park 
1373 Enterprise Dr. 

West Chester, PA 19380 
(215) 436-5203 


INC. 

Gerald Parsons, President 
$5.0 million in 1988 TPM revenues 
20% growth expected for 1989 
Active 6 years in the TPM market 


The Company 

14 service locations: 
14 repair depots 
1 parts depot 


100 to^al service employees: 
10 in service management 
7 in field support 
78 field engineers 
15 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

AT&T, DEC, IBM, Televideo, Wyse, Zenith 

Products maintained: 
minicomputers 
microcomputers 
peripherals 
telecommunications 
modem 

Services provided: 
manufacturer warranty work 
preventive maintenance 
fourth-party maintenance 
conversion/upgrade 


remedial maintenance 
ECO/FCO (change orders) 
refurbishment 
equipment sale/lease 


(continued) 


44 


e 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


COMMUNICATIONS TEST DESIGN, INC. 

Goshen Corporate Park 
1373 Enterprise Dr. 

West Chester, PA 19380 
(215) 436-5203 

(continued) 


Business Base 

' Service business is: 

75% contract based 
5% hourly per-call 
20% flat fee/incident 

Support is delivered: 

5% on site 

95% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
utilities services 

Principal competition comes from Sorbus, ESS, manufacturer 
service. 




| 


FTVA 


© 1990 by INPUT. Reproduction Prohibited. 


45 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


COMPUPAIR, INC. 

7808 Cherry Creek South Dr. Penny Ranum, Vice President 

Suite 102 Active 8 years in the TPM market 

Denver, CO 80231 
(303) 368-4541 


The Company 

1 service location: 
1 repair depot 
1 parts depot 


8 total service employees: 
1 in service management 
1 in field support 
3 field engineers 
3 in administration 


Geographic coverage includes: 
the Southeast 
the Southwest 


Service Coverage 
Brands supported include: 

Acer, C.ltoh, Star Micronics, Toshiba, NEC, Iomega, Wyse, 
Panasonic, Leading Edge, IBM, Compaq, Blue Chip 

Products maintained: 
microcomputers 
peripherals 

Services provided: 
manufacturer warranty work 
preventive maintenance 
training 

installation/relocation 
conversion/upgrade 


remedial maintenance 
consulting 
disaster recovery 
refurbishment 
file conversion 


(continued) 


46 


O 1990 by INPUT. Reproduction Prohibited. 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


COMPUPAIR, INC. 

7808 Cherry Creek South Dr. 
Suite 102 

Denver, CO 80231 
(303) 368-4541 

(continued) 


Business Base 

Service business is: 

25% contract based 
65% hourly per-call 
10% flat fee/incident 

Support is delivered: 

70% on site 

5% remote support services 
25% repair depot/carry-in 


Strategic Factors 
Industries targeted include: 


manufacturing 
distribution 
federal govt 


medical 

banking/finance 
state/local govt 


New offerings are to include authorized service for new 
manufacturers. 


FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


47 


SERVICE VENDOR ANALYSIS-THIRD-PARTY MAINTENANCE VOL II 


INPUT 


COMPUTER MAINTENANCE SERVICE 

8227 Remmet Ave. $0.8 million in 1988 TPM revenues 

Canoga Park, CA 91304 12% growth expected for 1989 

(818) 347-3588 Active 8 years in the TPM market 


The Company 

8 total service employees: 
2 in service management 
5 field engineers 
1 in administration 


1 service location: 
1 repair depot 
1 parts depot 


Geographic coverage includes: 
the Southwest 


Service Coverage 

Brands supported include: 

IBM, HP, C.ltoh, NEC, Panasonic, Leading Edge 

Products maintained: 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
multiplexor 


Services provided: 
manufacturer warranty work 
preventive maintenance 
consulting 

fourth-party maintenance 
conversion/upgrade 
file conversion 


remedial maintenance 
software maintenance 
installation/relocation 
refurbishment 
equipment sale/lease 


(continued) 


48 


C 1990 by INPUT. Reproduction Prohibited. 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 




COMPUTER MAINTENANCE SERVICE 

8227 Remmet Ave. 

Canoga Park, CA 91304 
(818) 347-3588 

(continued) 


Business Base 

Service business is: 

40% contract based 
30% hourly per-call 
30% flat fee/incident 

Support is delivered: 

50% on site 

50% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
education 
federal govt 


transportation 
services 
state/local govt 


FTVA 


0 1990 by INPUT. Reproduction Prohibited. 


49 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


COMPUTER SERVICE SUPPLY CORP. 

PO Box 673 

Londonderry, NH 03053 
(603) 437-0634 


Thomas Barnes, President 
$10.0 million in 1988 TPM revenues 
25% growth expected for 1989 
Active 15 years in the TPM market 


The Company 


10 service locations: 
10 repair depots 
10 parts depots 


283 total service employees: 
10 in service management 


250 in field support 
15 field engineers 
8 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

Seagate, IBM, DEC, AT&T, Packard Bell, NEC, Fujitsu, Tandy 

Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
PBX 
modem 
FAX 

multiplexor 
satellite earth stations 
front-end processors 

Services provided: 

fourth-party maintenance refurbishment 


conversion /upgrade 


equipment sale/lease 


(continued) 

50 


O 1990 by INPUT. Reproduction Prohibited. 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPU t 


COMPUTER SERVICE SUPPLY CORP. 

PO Box 673 

Londonderry, NH 03053 
(603) 437-0634 

(continued) 


Business Base 

Service business is: 

100% flat fee/incident 

Support is delivered: 

20% on site 

20% remote support services 
60% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
' insurance 
services 
state/local govt 

Principal competition comes 
Camex-CPX. 


transportation 

medical 

banking/finance 
education 
federal govt 
other 

IBM, Seagate, Dataserv, 


New offerings are to include exchange of components and 
subassemblies. 


FTVA 


0 1990 by INPUT. Reproduction Prohibited. 


51 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


COMPUTER SYSTEMS REPAIR, INC. 

15523 Broadway Center St. 

Gardena, CA 90248 
(213) 217-8901 


Thomas Taranto, President 
32% growth expected for 1989 
Active 7 years in the TPM market 


The Company 


2 service locations: 
2 repair depots 
2 parts depots 


200 total service employees: 
30 in service management 
140 field engineers 
30 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

IBM, Compaq, Apple, AT&T, Leading Edge, Okidata, Epson, 

Diablo, NEC, Xerox, Olivetti, Qume, Star Micronics, Brother, 

Toshiba, Hewlett-Packard, Amdek, Princeton, Wyse, ALPS, 

Toshiba, Shugart, Sony, Mitsubishi, Tandon, Teac, Rodime, 

Seagate, Quadram 

Products maintained: 
microcomputers 
peripherals 

Services provided: 

remedial maintenance ECO/FCO (change orders) 

disaster recovery fourth-party maintenance 

refurbishment conversion/upgrade 


(continued) 


52 


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FTVA 


input 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


COMPUTER SYSTEMS REPAIR, INC. 

15523 Broadway Center St. 

Gardena, CA 90248 
(213) 217-8901 

(continued) 


Business Base 

Service business is: 

100% flat fee/incident 

Support is delivered: 

100% repair depot/carry-in 


Strategic Factors 


Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local govt 


transportation 

medical 

banking/finance 
education 
federal govt 
other 


Principal competition comes from Premier. 


FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


53 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


COMSEL CORPORATION 

8453 N. Tyco Rd. Douglas Ross, President 

Vienna, VA 22180 $2.0 million in 1988 TPM revenues 

(703) 734-3880 20% growth expected for 1989 

Active 1 1 years in the TPM market 


The Company 

1 service location: 
1 repair depot 
1 parts depot 


9 total service employees: 
3 in service management 
6 field engineers 


Geographic coverage includes: 
the Northeast 


Service Coverage 
Brands supported include: 

DEC, Genicom, Esprit, Brother, Anderson Jacobsen, Codex, 
AT&T, Cumulus 


Products maintained: 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
FAX 

multiplexor 

Services provided: 
manufacturer warranty work 
ECO/FCO (change orders) 
training 

fourth-party maintenance 
conversion/upgrade 


remedial maintenance 
consultinn 

installatio. ./relocation 
refurbishment 
equipment sale/lease 


(continued) 


54 


O 1990 by INPUT. Reproduction Prohibited. 


FTVA 


INPUT 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


COMSEL CORPORATION 
3453 N. Tyco Rd. 

Vienna, VA 22180 
(703) 734-3880 

(continued) 


Business Base 

Service business is: 

75% contract based 
20% hourly per-call 
5% flat fee/incident 

Support is delivered: 

75% on site 

5% remote support services 
20% repair depot/carry-in 


Strategic Factors 


medical 
education 
federal govt 

Principal competition comes from manufacturers and national 
TPMs. 

New offerings are to include Network Monitoring and 
workstation service. 


Industries targeted include: 
manufacturing 
distribution 
services 


FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


55 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


CONTEL FEDERAL SYSTEMS 


Data Systems Service Division 
413274 Fiya Way 
Marina Del Rey, CA 90292 
(213) 827-4477 


T. Fred Adams, President 
Active 14 years in the TPM market 


(Previously Eaton Corporation) 


The Company 


60 service locations: 
1 repair depot 
6 parts depots 


700 total service employees: 
50 in service management 
25 in field support " 

525 field engineers 
100 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

DEC, IBM 

Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
multiplexor 
front-end processors 

Services provided: 

remedial maintenance preventive maintenance 

ECO/FCO (change orders) installation/relocation 

conversion/upgrade 


(continued) 

56 e 1990 by INPUT. Reproduction Prohibited. FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


CONTEL FEDERAL SYSTEMS 

Data Systems Service Division 
413274 Fiya Way 
Marina Del Rey, CA 90292 
(213) 827-4477 

; (continued) 


Business Base 

Service business is: 

98% contract based 
2% hourly per-call 

Support is delivered: 

98% on site 

2% remote support services 


Strategic Factors 
I Industries targeted include: 

federal gov't state/local gov’t 

Principal competition comes from OEMs and TPMs. 


FTVA 


e 1990 by INPUT. Reproduction Prohibited. 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


CUSTOM COMPUTER SPECIALISTS, INC. 

1775 Express Drive, North Greg Galdi, President 

Hauppage, NJ 11788 $6.0 million in 1988 TPM revenues 

(5 1 6) 582-5552 1 5% growth expected for 1 989 

Active 1 1 years in the TPM market 


The Company 

1 service location: 
1 repair depot 
1 parts depot 


19 total service employees: 

2 in service management 
5 in field support 

5 field engineers 

3 in administration 


Geographic coverage includes: 
the Northeast 


Service Coverage 
Brands supported include: 

Apple, IBM, Hewlett-Packard, Epson, Okidata, General Computer 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 


Services provided: 
manufacturer warranty work 
preventive maintenance 
consulting 
disaster recovery 
conversion/upgrade 
file conversion 


remedial maintenance 
software maintenance 
training 

installation /relocation 
equipment sale/lease 


(continued) 


58 


C 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL- II 


INPUT 


CUSTOM COMPUTER SPECIALISTS, INC. 


1775 Express Drive, North 
Hauppage, NJ 11788 
(516) 582-5552 

(continued) 


Business Base 

Service business is: 

40% contract based 

10% hourly per-call 

50% flat fee/incident 

Support is delivered: 

40% on site 

10% remote support services 
50% repair depot/carry-in 

Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 

transportation 

medical 

banking/finance 
education 
federal gov't 


state/local gov't 

Principal competition comes from Business Land, NYNEX. 


FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


59 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DATA ACQUISITIONS LABS, INC. 

829 Via Alondra 
Camarillo, CA 93010 
(805) 388-1818 


David R. Palmer, President 
$1.3 million in 1988 TPM revenues 
25% growth expected for 1989 
Active 8 years in the TPM market 


The Company 

• 1 service location 


16 total service employees 


1 repair depot 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


Service Coverage 
Brands supported include: 

IBM, Compaq, ITT, Cordata, Tandon, Leading Edge, Vendex, 
Head Start 

Products maintained: 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 

Services provided: 
fourth-party maintenance 


(continued) 


60 


O 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DATA ACQUISITIONS LABS, INC. 

829 Via Alondra 
Camarillo, CA 93010 
(805) 388-1818 

(continued) 


Business Base 

Service business is: 

85% contract based 
15% hourly per-call 

Support is delivered: 

5% on site 

95% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
services 

New offerings are to include onsite LAN support contracts. 


FTVA 


© 1990 by INPUT. Reproduction Prohibited. 


61 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DATA CONSULTANTS SERVICES 

A Div. of Data Design Systems Dennis H. Ruck, Jr., President 

40 West Gude Drive Active 1 4 years in the TPM market 

Rockville, MD 20850 
(301) 424-7870 


The Company 

6 service locations: 
1 repair depot 
3 parts depots 


20 total service employees: 
4 in service management 
6 in field support " 

10 field engineers 


Geographic coverage includes: 
the Northeast 
the Southeast 


Service Coverage 


Brands supported include: 

Data General, Okidata, Fujitsu, CDC, Zetaco, DataRAM, 
Centronics, Genicom, IBM compatible PCs, Okidata 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
multiplexor 


Services provided: 
remedial maintenance 
ECO/FCO (change orders) 
training 

fourth-party maintenance 
conversion/upgrade 


preventive maintenance 
consulting 

installation /relocation 
refurbishment 
equipment sale/lease 


(continued) 


62 


O 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DATA CONSULTANTS SERVICES 

A Div. of Data Design Systems 
40 West Gude Drive 
Rockville, MD 20850 
(301) 424-7870 

(continued) 


Business Base 

Service business is: 
60% contract based 
10% hourly per-call 
10% flat fee/incident 


Support is delivered: 

80% on site 

5% remote support services 
10% repair depot/carry-in 
5% by other means 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 

state/local gov't 
Principal competition comes 


transportation 

medical 

banking/finance 
education 
federal gov't 
other 

Data General, other TPMs. 


FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


63 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DATA ENTRY, INC. 

114 Live Oaks Blvd. 
Casselberry, FL 32707 
(407) 339-5062 


James Walton, President 
$0.5 million in 1988 TPM revenues 
20% growth expected for 1989 
Active 17 years in the TPM market 


The Company 

4 service locations 
1 repair depot 


8 total service employees: 
1 in service management 
6 field engineers 
1 in administration 


Geographic coverage includes: 
the Southeast 


Service Coverage 

Brands supported include: 

IBM, DEC, Data General, CDC, Point 4, Lee Data, 

General Automation, Plessy, Plexus, Wyse, Televideo, ADDS, 
Lear-Siegler, Hazeltine, Oume, Kennedy, Emulex, Cipher, 
Fujitsu, Pertec, Priam, Printronix, Data Products, 

Texas Instrument, Brother, Okidata, NEC 


Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
multiplexor 
front-end processors 

Services provided: 
manufacturer warranty work 
preventive maintenance 
consulting 

installation/relocation 
refurbishment 
equipment sale/lease 


remedial maintenance 
ECO/FCO (change orders) 
training 

fourth-party maintenance 
conversion/upgrade 


(continued) 


64 


O 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DATA ENTRY, INC. 

114 Live Oaks Blvd. 
Casselberry, FL 32707 
(407) 339-5062 

(continued) 


Business Base 

Service business is: 

95% contract based 
5% hourly per-call 

Support is delivered: 

90% on site 

10% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
medical 

banking/finance 
education 
federal govt 

Principal competition comes 
maintenance companies. 


utilities 
distribution 
insurance 
services 
state/local govt 

local third-party 


New offerings are to include brokering of equipment to 
other TPM firms. 


FTVA 


e 1990 by INPUT. Reproduction Prohibited. 


65 


SERVICE VENDOR ANALYSIS-THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DATA TECH RELIANCE 

9301 9th Ave., South 
Federal Way, WA 98003 
(206) 952-2440 


Jan A. Nelson, President 
Active 10 years in the TPM market 


The Company 

1 service location: 
1 repair depot 
1 parts depot 


42 total service employees: 
4 in service management 
34 in field support 
4 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

Seagate, Quantum, Rodime, Miniscribe, Maxtor, Micropolis, 
CDC. BASF, IOMEGA, Irwin, Corvus 

Products maintained: 
peripherals 


Services provided: 
manufacturer warranty work 
consulting 
disaster recovery 
conversion/upgrade 


ECO/FCO (change orders) 
training 
refurbishment 
equipment sale/lease 


(continued) 


66 


C 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DATA TECH RELIANCE 

9301 9th Ave., South 
Federal Way, WA 98003 
i (206) 952-2440 

(continued) 


Business Base 


Service business is: 

100% flat fee/incident 

Support is delivered: 

100% repair depot/carry-in 


Strategic Factors 


Industries targeted include: 


transportation 

medical 

banking/finance 
education 
federal govl 
other 


manufacturing 


I I I Cl I II iy 

utilities 
distribution 
insurance 
services 
state/local gov*t 


New offerings are to include affordable back-up system sales. 


FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


67 


SERVICE VENDOR ANALYSIS—' THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DATAMEMORY CORP. 

6130 Variel Ave. 

Woodland Hills, CA 91367 
(818) 704-9500 


Jerry Kaner, President 

15% growth expected for 1989 

Active 14 years in the TPM market 


The Company 


1 service location: 
1 repair depot 
1 parts depot 


12 total service employees: 
10 in service management 
2 in field support 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

IBM, Compaq, Seagate, Rodime, CDC, Conner Peripherals, 
Micropolis, Maxtor 

Products maintained: 
microcomputers 
peripherals 

Services provided: 

manufacturer warranty work remedial maintenance 

disaster recovery refurbishment 

conversioi /upgrade 


(continued) 


68 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DATAMEMORY CORP. 

6130 Variel Ave. 

Woodland Hills, CA 91367 
(818) 704-9500 

(continued) 


Strategic Factors 

Industries targeted include: 


manufacturing 


transportation 

medical 

banking/finance 
education 
federal gov't 
other 


utilities 

distribution 


insurance 
services 
state/local gov't 


Principal competition comes from manufacturers. 


FTVA 


0 1990 by INPUT. Reproduction Prohibited. 


69 


SERVICE VENDOR ANALYSIS-THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DATASAT COMPANY, INC. 

10072 Willow Creek Road 
San Diego, CA 92131 
(619) 566-3371 


Bruce DeBolt, President 
$2.0 million in 1988 TPM revenues 
30% growth expected for 1989 
Active 6 years in the TPM market 


The Company 

1 service location: 
1 repair depot 
1 parts depot 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

Unisys 

Products maintained: 
mainframes 
peripherals 

Services provided: 

remedial maintenance preventive maintenance 

ECO/FCO (change orders) consulting 

disaster recovery installation/relocation 

fourth-party maintenance refurbishment 

equipment sale/lease 


(continued) 


70 


0 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DATASAT COMPANY, INC. 

10072 Willow Creek Road 
San Diego, CA 92131 
(619) 566-3371 

(continued) 


Business Base 

Service business is: 

93% contract based 
3% hourly per-call 
4% flat fee/incident 

Support is delivered: 

45% on site 

5% remote support services 
50% repair depot/carry-in 


Strategic Factors 
Industries targeted include: 

medical federal govt 

Principal competition comes from Unisys. 

New offerings are to include IBM 3380 HDA remanufacturing 
services. 


FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


71 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DATASERV COMPUTER MAINTENANCE 


12125 Technology Drive 
Eden Prairie, MN 55344 
(612) 829-6000 


Phillip Hinderaker, President 
$80.0 million in 1988 TPM revenues 
Active 10 years in the TPM market 


The Company 

150 service locations: 
2 repair depots 


1200 total service employees: 
720 field engineers 


1 parts depot 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


Service Coverage 

Brands supported include: 

IBM, NCR, Rolm 

Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 

Services provided: 

manufacturer warranty work remedial maintenance 


preventive maintenance 
consulting 

installation/relocation 
refurbishment 
equipment sale/lease 


ECO/FCO (change orders) 
training 

fourth-party maintenance 
conversion /upgrade 


(continued) 


72 


O 1990 by INPUT. Reproduction Prohibited. 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DATASERV COMPUTER MAINTENANCE 

12125 Technology Drive 
Eden Prairie, MN 55344 
(612) 829-6000 

(continued) 


Business Base 

Service business is: 

100% contract based 

Support is delivered: 

90% on site 

5% remote support services 
5% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
utilities 

banking/finance 

other 


distribution 

insurance 


FTVA 


e 1990 by INPUT. Reproduction Prohibited. 


73 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DECISION DATA SERVICE, INC. 

One Progress Avenue 
Horsham, PA 19044 
(800) 654-3374 


Richard Schwoebel, CEO 
$125.0 million in 1988 TPM revenues 
Active 9 years in the TPM market 


The Company 

1 25 service locations: 1 300 total service employees: 

90 repair depots 700 field engineers 

125 parts depots 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

IBM, Wang, Texas Instruments, Qantel, MDS, DDCC 


Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
modem 
multiplexor 

Services provided: 
manufacturer warranty work 
preventive maintenance 
consulting 

installation /relocation 
refurbishment 
equipment sale/lease 


(continued) 


remedial maintenance 
ECO/FCO (change orders) 
training 

fourth-party maintenance 
conversion/upgrade 


74 


e 1990 by INPUT. Repfbduaion Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DECISION DATA SERVICE, INC. 

One Progress Avenue 
Horsham, PA 19044 
(800) 654-3374 


(continued) 


Strategic Factors 


Industries targeted include: 

manufacturing 

transportation 

utilities 

medical 

distribution 

banking/finance 

insurance 

education 

services 
state/local govt 

federal gov't 

Principal competition comes from IBM, 

Wang, XL/Datacomp. 




FTVA 


0 1990 by INPUT. Reproduction Prohibited. 


75 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DICTAPHONE CORPORATION 

3191 Broadbridge Ave. Mark Brazlowski, President 

Stratford, CT 06497 Active 3 years in the TPM market 

(203) 388-9200 


The Company 

190 service locations: 
47 repair depots 
2 parts depots 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


690 total service employees: 
65 in service management 
10 in field support " 

600 field engineers 
15 in administration 


Service Coverage 
Brands supported include: 

Hughes Network Systems, Mannesmann, Computer Classifieds, 
Sentinel, Netlink, Amstrad 

Products maintained: 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 

satellite earth stations 
Services provided: 

manufacturer warranty work remedial maintenance 

preventive maintenance ECO/FCO (change orders) 

installation/relocation refurbishment 

conversion /upgrade 


(continued) 


76 


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SERVICE VENDOR ANALYSIS—' THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DICTAPHONE CORPORATION 

3191 Broadbridge Ave. 

Stratford, CT 06497 
(203) 388-9200 

(continued) 


Business Base 

Service business is: 

70% contract based 
29% hourly per-call 
1% flat fee/incident 

Support is delivered: 

95% on site 

5% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 


distribution 


FTVA 


0 1990 by INPUT. Reproduction Prohibited. 


77 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DIGITAL DATA SYSTEMS, INC. 

1551 N.W. 65th Ave. 

Plantation, FL 33313 
(305) 792-3290 


Anthony Gallagher, President 
Active 13 years in the TPM market 


The Company 


1 service location: 
1 repair depot 
1 parts depot 


8 total service employees: 


2 in field support 

3 field engineers 

3 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

DEC, CDC, Data General, Harris, Datacraft, Intersil, ITT 

Products maintained: 
minicomputers 
peripherals 

Services provided: 

manufacturer warranty work ECO/FCO (change orders) 

disaster recovery fourth-party maintenance 

refurbishment conversion/upgrade 


(continued) 


78 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


DIGITAL DATA SYSTEMS, INC. 

1551 N.W. 65th Ave. 

Plantation, FL 33313 
(305) 792-3290 

(continued) 


Business Base 

Service business is: 

10% contract based 
10% hourly per-call 
80% flat fee/incident 

Support is delivered: 

5% on site 

95% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 

; state/local govt 


transportation 

medical 

banking/finance 
education 
federal govt 


New offerings are to include offering of replacement units 
during DEC upgrade work. 






FTVA 


0 1990 by INPUT. Reproduction Prohibited. 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DOW JONES SERVICE 

P.O. Box 300 Richard Langford, Director 

Princeton, NJ 08543 Active 16 years in the TPM market 

(800) 922-0358 


The Company 

77 service locations: 
53 repair depots 
3 parts depots 


400 total service employees: 
25 in service management 
10 in field support ' 

365 field engineers 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


Service Coverage 
Brands supported include: 

NEC America, NEC Information Systems, Brother, Seikosha, 
Minolta, Savin, Soabar, IBM, Wyse, Compaq, Bytex, Extel, 
Link, AST, Televideo, Okidata, Epson, Osicom, Speech Plus, 
Lear-Siegler, Zentec 

Products maintained: 
microcomputers 
peripherals 
telecommunications 
modem 
FAX 

multiplexor 
satellite earth stations 
front-end processors 

Services provided: 
manufacturer warranty work 
preventive maintenance 
training 

fourth-party maintenance 
conversion /upgrade 


remedial maintenance 
ECO/FCO (change orders) 
installation /relocation 
refurbishment 


(continued) 

80 © 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


DOW JONES SERVICE 

P.O. Box 300 
Princeton, NJ 08543 
;800) 922-0358 

(continued) 


Business Base 

Service business is: 

70% contract based 
20% hourly per-call 
10% flat fee/incident 

Support is delivered: 

85% on site 

5% remote support services 
10% repair depot/carry-in 


Strategic Factors 


Industries targeted include: 
manufacturing 
medical 

banking/finance 
education 
federal gov't 


utilities 
distribution 
insurance 
services 
state/local govt 


Principal competition comes from Intelogic Trace, TRW, Bull 
HN. 


New offerings are to include addition of up to 200 drop-off 
locations for depot repairs; Plans for European service 
capabilities in 1990. 




FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DRIVE REPAIR LABORATORIES 

1725 N.W. 167th Ave. 

Building 167 West 
Beaverton, OR 97006 
(503) 645-5227 


Ken Browne, President 
$1.2 million in 1988 TPM revenues 
50% growth expected for 1989 
Active 4 years in the TPM market 


The Company 

4 total service employees: 

1 in service management 

2 in field support ~ 

1 in administration 


1 service location: 
1 repair depot 
1 parts depot 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

Priam, Seagate, IBM, Maxtor, Miniscribe, CMI, Fujitsu, NEC, 
Rodime, Shugart, Tandon, Micropolis, CDC 


Products maintained: 
peripherals 

Services provided: 
remedial maintenance 
consulting 
disaster recovery 
refurbishment 


preventive maintenance 
training 

installation /relocation 
equipment sale/lease 


(continued) 


82 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DRIVE REPAIR LABORATORIES 

1725 N.W. 167th Ave. 

Building 167 West 
Beaverton, OR 97006 
(503) 645-5227 

(continued) 


Business Base 

Service business is: 

30% contract based 
5% hourly per-call 
65% flat fee/incident 

Support is delivered: 

5% remote support services 
95% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
banking/finance 
education 
federal govt 
other 

New offerings are to include CDC and Fujitsu servo-writing 
repair services. 


medical 
insurance 
services 
state/local govt 


FTVA 


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83 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DYNSERVICE NETWORK 

A Bell Atlantic Service Co. 
1875 Whipple Road 
Hayward, CA 94544 
(415) 732-3080 


Wayne Adams, President 
10% growth expected for 1989 
Active 5 years in the TPM market 


The Company 

3 service locations 


150 total service employees: 


3 repair depots 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

DEC, Phillips, Qantum, Micropolis, Miniscribe, Ampex, CDC, 

IBM, Maxtor, NEC, Olivetti, Seagate, Unisys, Compaq, 

Memorex, Qume, Tandon, Teac, Diablo, Data General, Hitachi, 

Cipher, Kennedy, Datasouth, Nixdorf, Diablo 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 

front-end processors 
Services provided: 

manufacturer warranty work ECO/FCO (change orders) 

fourth-party maintenance refurbishment 

conversion/upgrade equipment sale/lease 


(continued) 


84 


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FTVA 


SERVICE VENDOR ANALYSIS-THIRD-PARTY MAINTENANCE VOL II 


INPUT 


DYNSERVICE NETWORK 

A Bell Atlantic Service Co. 
1875 Whipple Road 
Hayward, CA 94544 
(415) 732-3080 

(continued) 


Business Base 

Service business is: 

100% flat fee/incident 

’ Support is delivered: 

100% repair depot/carry-in 


Strategic Factors 
Industries targeted include: 

services federal gov't 

state/local govt other 

Principal competition comes from other fourth-party 
; maintenance firms. 

New offerings are to include IBM 3380 and 1052 disk drive 
repair and refurbishment. 


FTVA 


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85 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


EF INDUSTRIES 

12624 Daphne Ave. 
Hawthorne, CA 90250 
(213) 777-4070 


Edward Farris, President 
$7.0 million in 1988 TPM revenues 
Active 10 years in the TPM market 


The Company 


4 service locations: 
2 repair depots 
2 parts depots 


120 total sen/ice employees: 
5 in service management 


45 in field support 
50 field engineers 
20 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

IBM, Epson, Diablo, Micropolis, Wangco, Atari, Racal-Vadic, 
Triad, Olivetti, NEC, Brother, Star, Comtrex, DTC, 

Daisywriter, Okidata, Infoscribe, Televideo, Lear Sieglar, 

Phillips 

Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
FAX 

multiplexor 
front-end processors 

Services provided: 

manufacturer warranty work remedial maintenance 


preventive maintenance 
consulting 

installation/relocation 
refurbishment 
equipment sale/lease 


ECO/FCO (change orders) 
disaster recovery 
fourth-party maintenance 
conversion/upgrade 
file conversion 


86 


(continued) 


0 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


EF INDUSTRIES 


12624 Daphne Ave. 

Hawthorne, CA 90250 
(213) 777-4070 

(continued) 

.* 


Business Base 

Service business is: 

10% contract based 

15% hourly per-call 

75% flat fee/incident 

Support is delivered: 

40% on site 

10% remote support services 

50% repair depot/carry-in 

Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 

transportation 

medical 

banking/finance 
education 
federal gov't 


state/local gov't 

Principal competition comes from other TPMs. 

New offerings are to include supply and equipment 
distribution. 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


EFFICIENT FIELD SERVICE CORP. 

1 1 School Street 

North Chelmsford, MA 01863 

(508) 251-7800 


Ronald Faith, President 
$2.0 million in 1988 TPM revenues 
40% growth expected for 1989 
Active 4 years in the TPM market 


The Company 


1 service location: 
1 repair depot 
1 parts depot 


24 total service employees: 
3 in service management 


9 in field support 
9 field engineers 
3 in administration 


Geographic coverage includes: 
. the Northeast 


Service Coverage 

Brands supported include: 

DEC 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 

Services provided: 

remedial maintenance preventive maintenance 


ECO/FCO (change orders) 

installation/relocation 

refurbishment 


consulting 

fourth-party maintenance 
equipment sale/lease 


(continued) 


88 


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SERVICE VENDOR ANALYSIS — THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


EFFICIENT FIELD SERVICE CORP. 

1 1 School Street 

North Chelmsford, MA 01863 

(508) 251-7800 

(continued) 


Business Base 

Service business is: 

40% contract based 
60% flat fee/incident 

} 

Support is delivered: 

40% on site 

60% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
! insurance 
services 
state/local govt 

Principal competition comes from DEC. 


I 




transportation 

medical 

banking/finance 
education 
federal govt 
other 


FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


ELECTROSERVICES LABORATORIES 

2968 Bunsen Ave. 

Ventura, CA 93003 
(805) 644-2944 


J.A. Morgan, President 
$1.0 million in 1988 TPM revenues 
50% growth expected for 1989 
Active 4 years in the TPM market 


The Company 

1 service location 


30 total service employees 


1 repair depot 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

Wangtek, Cipher, Archive, IBM, Mountain, Everex, IBM, HP, 
Century, Dataproducts, Ampex, STC, CDC 

Products maintained: 
mainframes 
minicomputers 
microcomputers 
peripherals 

Services provided: 

fourth-party maintenance refurbishment 


conversion/upgrade 


equipment sale/lease 


(continued) 


90 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


ELECTROSERVICES LABORATORIES 

2968 Bunsen Ave. 

Ventura, CA 93003 
(805) 644-2944 

(continued) 


Business Base 

Service business is: 

100% flat fee/incident 

Support is delivered: 

100% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing utilities 

distribution services 

New offerings are to include expansion of tape drive repair 
list. 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


EYEDOT COMPUTER, INC. 

1305 Roller Road 

Ocean Township, NJ 07712 

(201)493-1700 


A. Polsar, President 
$0.7 million in 1988 TPM revenues 
25% growth expected for 1989 
Active 8 years in the TPM market 


The Company 

4 service locations: 
4 repair depots 
4 parts depots 


6 total service employees: 
2 in service management 
4 field engineers 


Geographic coverage includes: 
the Northeast 
the Southeast 


Service Coverage 

Brands supported include: 

Interdata, Perkin-Elmer, Concurrent Computer 

Products maintained: 
minicomputers 
peripherals 


Services provided: 
remedial maintenance 
ECO/FCO (change orders) 
training 

installation /relocation 
refurbishment 
equipment sale/lease 


preventive maintenance 
consulting 
disaster recovery 
fourth-party maintenance 
conversion/upgrade 
file conversion 


(continued) 


92 


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FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


EYEDOT COMPUTER, INC. 
1305 Roller Road 
Ocean Township, NJ 07712 
201)493-1700 

continued) 


Business Base 

Service bus.ness is: 

90% contract based 
5% hourly per-call 
5% flat fee/incident 

Support is delivered: 

20% on site 

5% remote support services 
75% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
medical 
services 

state/local govl 

New offerings are to include a service 
to cover the European Market. 


utilities 
distribution 
federal gov't 


location in England 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


FIRST SERVICE TECHNOLOGY 

10005 D Muirlands D.M. Stark, President 

Irvine, CA 92718 Active 16 years in the TPM market 

(714) 581-0333 


The Company 

2 service locations: 
2 repair depots 
2 parts depots 


8 total service employees: 
1 in service management 
1 in field support w 
5 field engineers 
1 in administration 


Geographic coverage includes: 
the Southwest 


Service Coverage 


Brands supported include: 

Printronix, MVP, Dataproducts, Texas Instruments, CIE 


Products maintained: 
peripherals 

Services provided: 
manufacturer warranty work 
preventive maintenance 
disaster recovery 
fourth-party maintenance 
conversion/upgrade 


remedial maintenance 
ECO/FCO (change orders) 
installation/relocation 
refurbishment 
equipment sale/lease 


(continued) 


94 


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FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


FIRST SERVICE TECHNOLOGY 

10005 D Muirlands 
Irvine, CA 92718 
(714) 581-0333 

(continued) 


Business Base 

Service business is: 

85% contract based 
10% hourly per-call 
5% flat fee/incident 

Support is delivered: 

90% on site 

10% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local gov't 


transportation 

medical 

banking/finance 
education 
federal gov't 



FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


SERVICE VENDOR ANALYSIS — THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


GE COMPUTER SERVICES 

5775 Peachtree Dunwoody 
Atlanta, GA 30348 
(4^4) 84S-6200 

<D 


J.O. Mitchell, General Manager 
$120.0 million in 1988 TPM revenues 
10% growth expected for 1989 
Active 25 years in the TPM market 


The Company 


283 service locations: 
28 repair depots 
283 parts depots 


1800 total service employees: 
65 in service management 
235 in field support 
1200 field engineers 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

DEC, DG, IBM, Point-4, ADDS, Altos, AT&T, Amdek, Centronics, 
C.ltoh, Compaq, CDC, Data Products, Diablo, Emulex, Epson, 
Fujitsu, Genicom, Hayes, Hazeltine, HP, Honeywell, Kennedy, 
Lear Siegler, 3M, NEC, Okidata, Plessey, Qume, Tandon, 
Toshiba, Wyse 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
PBX 
modem 
FAX 

satellite earth stations 
Services provided: 

manufacturer warranty work remedial maintenance 


preventive maintenance 
training 
refurbishment 
equipment sale/lease 



^continued) 


O 1990 by INPUT, Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS — THIRD-PARTY MAINTENANCE VOL II 


INPUT 


GE COMPUTER SERVICES 

5775 Peachtree Dunwoody 
Atlanta, GA 30348 


(414) 843-6200 
(continued) 


Business Base 

Service business is: 

60% contract based 
20% hourly per-call 
20% flat fee/incident 

Support is delivered: 

70% on site 

10% remote support services 
20% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 


transportation 

medical 

banking/finance 
education 
federal govt 


manufacturing 

utilities 

distribution 

insurance 

services 


state/local govt 

Principal competition comes from Sorbus, TRW. 
New offerings are to include network services. 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


GENERAL DISK CORP. 

1 530 Montague Expressway 
San Jose, CA 95131 
(408) 432-0505 


Daniel O. Tanner, CEO & President 
$5.0 million in 1988 TPM revenues 
20% growth expected for 1989 
Active 8 years in the TPM market 


The Company 


3 service locations: 

1 repair depot 

2 parts depots 


43 total service employees: 
15 in service management 
15 in field support " 

13 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

IBM, CDC, DEC, Unisys, Memorex 

Products maintained: 
peripherals 

Services provided: 


fourth-party maintenance 
conversion/upgrade 


refurbishment 
equipment sale/lease 


(continued) 


98 


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SERVICE VENDOR ANALYSIS—' THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


GENERAL DISK CORP. 

1530 Montague Expressway 
San Jose, CA 95131 
(408) 432-0505 

(continued) 


Business Base 

Service business is: 

50% hourly per-call 
50% flat fee/incident 

Support is delivered: 

10% on site 

10% remote support services 
80% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing services 

Principal competition comes from original equipment 
manufacturers. 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


GRUMMAN SYSTEMS SUPPORT 

90 Crossways Park Drive 
Woodbury, NY 11797 
(800) 922-1225 


Joseph Mulderig, President 
$40.0 million in 1988 TPM revenues 
Active 19 years in the TPM market 


The Company 

65 service locations: 425 total service employees: 

1 repair depot 275 field engineers 

3 parts depots 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


Service Coverage 
Brands supported include: 

IBM, DEC, Data General, CDC, Data Products, STC, Plexus, 
Wyse, Emulex, Pertec, SI, Tektronix, Versatec, Zetaco, 3-Com 


Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 

Services provided: 
manufacturer warranty work 
preventive maintenance 
software maintenance 
installation/relocation 
refurbishment 
equipment sale/lease 


(continued) 


remedial maintenance 
ECO/FCO (change orders) 
consulting 

fourth-party maintenance 
conversion/upgrade 


100 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


GRUMMAN SYSTEMS SUPPORT 

90 Crossways Park Drive 
Woodbury, NY 11797 
(800) 922-1225 

(continued) 


Business Base 

Service business is: 

95% contract based 
5% hourly per-call 

Support is delivered: 

98% on site 

2% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
medical 

banking/finance 
education 
federal govt 

Principal competition comes 
Telos, Halifax. 


utilities 
distribution 
insurance 
services 
state/local govt 

DEC, DG, TRW, Sorbus, 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


HALIFAX COMPUTER SERVICES 

P.O. Box 11904 
Alexandria, VA 32312 
(800) 368-3381 


Howard Mills, President 
$13.0 million in 1988 TPM revenues 
15% growth expected for 1989 
Active 20 years in the TPM market 


The Company 

26 service locations: 
4 repair depots 
26 parts depots 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


300 total service employees: 
15 in service management 
30 in field support " 

250 field engineers 
5 in administration 


Service Coverage 

Brands supported include: 

IBM, DEC, Hewlett-Packard, DG, Wang, Zenith 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
PBX 
modem 
FAX 

multiplexor 
satellite earth stations 
front-end processors 


Services provided: 
remedial maintenance 
ECO/FCO (change orders) 
consulting 
disaster recovery 
refurbishment 


preventive maintenance 
software maintenance 
training 

installation /relocation 


102 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


HALIFAX COMPUTER SERVICES 

P.O. Box 11 904 
Alexandria, VA 32312 
(800) 368-3381 

(continued) 


Business Base 

Service business is: 

70% contract based 
20% hourly per-call 
10% flat fee/incident 

Support is delivered: 

75% on site 

10% remote support services 
10% repair depot/carry-in 
5% by other means 


Strategic Factors 

Industries targeted include: 
federal govt 




i 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


HANSON DATA SYSTEMS 

734 Forest Street David Holmes, President 

Marlboro, MA 01752 Active 9 years in the TPM market 

(617) 481-3901 


The Company 

5 service locations: 
1 repair depot 
4 parts depots 


55 total service employees: 
5 in service management 
25 in field support 
20 field engineers 
5 in administration 


Geographic coverage includes: 
the Northeast 


Service Coverage 
Brands supported include: 

Data General, Fujitsu, CDC, DEC, Everex, Unison, New Bridge 


Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
PBX 
modem 
FAX 

multiplexor 

Services provided: 
remedial maintenance 
software maintenance 
training 

installation/relocation 
conversion /upgrade 


preventive maintenance 
consulting 
disaster recovery 
refurbishment 
equipment sale/lease 


(continued) 


104 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


HANSON DATA SYSTEMS 

734 Forest Street 
Marlboro, MA 01752 
(617) 481-3901 

(continued) 


Business Base 

Service business is: 

75% contract based 
10% hourly per-call 
1 5% flat fee/incident 

Support is delivered: 

77% on site 

3% remote support services 
20% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
medical 
education 


distribution 

services 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


HEADMASTER REPAIR, INC. 

1330 Memorex Drive 
Santa Clara, CA 95050 
(800) 829-3475 


Ivan Sherwood, President 
$1.0 million in 1988 TPM revenues 
100% growth expected for 1989 
Active 3 years in the TPM market 


The Company 

2 service locations:: 
2 repair depots 
1 parts depot 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

Priam, Maxtor, Micropolis 

Products maintained: 
peripherals 
telecommunications 
LAN 
PBX 

Services provided: 

remedial maintenance fourth-party maintenance 

refurbishment conversion/upgrade 

equipment sale/lease 


(continued) 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


HEADMASTER REPAIR, INC. 

1330 Memorex Drive 
Santa Clara, CA 95050 
(800) 829-3475 

(continued) 


Business Base 

Service business is: 

50% contract based 
50% flat fee/incident 

Support is delivered: 

60% repair depot/carry-in 
40% by other means 


Strategic Factors 
Industries targeted include: 

utilities distribution 

services 

Principal competition comes from depot repair and brokerage 
firms, TPMs. 

New offerings are to include three-year maintenance 
contracts on Priam 8" and 14" drives. 




FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


HITACHI DATA SYSTEMS 

750 Central Expressway 
Santa Clara, CA 95051 
(408) 970-1000 

(Previously National Advanced Systems) 


Gary Moore, President 
$15.0 million in 1988 TPM revenues 
15% growth expected for 1989 
Active 5 years in the TPM market 


The Company 

75 service locations 450 total service employees: 

30 in service management 
60 in field support ~ 

347 field engineers 

Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


Service Coverage 

Brands supported include: 

IBM, Hitachi, STC, Magnuson, Telex 

Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
front-end processors 

Services provided: 
manufacturer warranty work 
preventive maintenance 
software maintenance 
training 
refurbishment 
equipment sale/lease 


remedia! maintenance 
ECO/FCO (change orders) 
consulting 

installation/relocation 
conversion/upgrade 
file conversion 


(continued) 


108 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


HITACHI DATA SYSTEMS 

750 Central Expressway 
Santa Clara, CA 95051 
(408) 970-1000 

(continued) 


Business Base 

Service business is: 
100% contract based 

Support is delivered: 
100% on site 


Strategic Factors 
Industries targeted include: 


transportation 

medical 

banking/finance 
education 
federal govt 


manufacturing 

utilities 

distribution 

insurance 

services 


state/local govt 

Principal competition comes from other manufacturers. 


FTVA 


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SERVICE VENDOR ANALYSIS — THIRD-PARTY MAINTENANCE VOL- H 


INPUT 


IDEA SERVCOM 

151 5 West 14th Street 
Tempe, A Z 85281 
(602) 894-7000 


Steve Scott, General Manager 
$70.0 million in 1988 TPM revenues 
Active 6 years in the TPM market 


The Company 


160 service locations: 
1 1 repair depots 
24 parts depots 


600 total service employees: 
40 in service management 


50 in'field support 
450 field engineers 
60 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

Amdek, AMS, Anadex, AST, Brother, CDC, C.ltoh, CMI, Corvus, 
Data South, Datapoint, Davong, Decision Data, Diablo, Epson, 
Hayes, HP, IBM, ITT, Okidata, Texas Instruments, Wang, 

Zenith, STC, Apple, Centronics, DEC, Compaq, Printronix, 
Televideo 

Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
multiplexor 
front-end processors 

Services provided: 


manufacturer warranty work 
preventive maintenance 
software maintenance 
training 

fourth-party maintenance 
conversion/upgrade 


remedial maintenance 
ECO/FCO (change orders) 
consulting 

installation/relocation 

refurbishment 


(Continued) 


O 1990 by INPUT. Reproduction Prohibited. 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


IDEA SERVCOM 

1515 West 14th Street 
Tempe, AZ 85281 
(602) 894-7000 

(continued) 


Business Base 

Service business is: 

90% contract based 
8% hourly per-call 
2% flat fee/incident 

Support is delivered: 

95% on site 

5% repair depot/carry-in 


Strategic Factors 
Industries targeted include: 


manufacturing 

banking/finance 

education 


utilities 
insurance 
federal govt 


state/local govt 

Principal competition comes from IBM, Intelogic Trace, Sorbus. 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


(ICON CORP. 

16040 Caputo Drive 
Morgan Hill, CA 95037 
(408) 779-7466 


Robert Steinberg, President 
$2.5 million in 1988 TPM revenues 
50% growth expected for 1989 
Active 4 years in the TPM market 


The Company 

1 service location: 
1 repair depot 
1 parts depot 


17 total service employees: 
4 in service management 
3 in fieid support ~ 

7 field engineers 
3 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

Zilog, Integrated Solutions, Convergent, Wangtek, Cipher, 

Digi-data, Qume, Centronics, Visual 

Products maintained: 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 

Services provided: 

r , warrant y wor k remedial maintenance 

* l- u ( C ^ an 9 e orders) fourth-party maintenance 

refurbishment conversion/upgrade 


(continued) 


112 


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SERVICE VENDOR / NALYSIS— THIRD-PARTY MAINTENANCE VOL II 


IICON CORP. 

16040 Caputo Drive 
Morgan Hill, CA 95037 
(408) 779-7466 

(continued) 


Business Base 

Service business is: 

70% contract based 
30% flat fee/incident 

Support is delivered: 

100% repair depot/carry-in 


Strategic Factors 
Industries targeted include: 

manufacturing banking/finance 

insurance federal gov't 

other 

Principal competition comes from OEM, in-house and 
fourth-parties. 


FTVA 


O 1990 by INPUT. Reprodudion Prohibitec. 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


IMPACT PRINTHEAD SERVICES 

8701 Crosspark Drive 
Suite 101 

Austin, TX 78754 
(512)832-9151 


David Gillett, President 
130% growth expected for 1989 
Active 4 years in the TPM market 


The Company 


1 service location: 
1 repair depot 
1 parts depot 


61 total service employees: 
1 1 in service management 
34 in field support " 

14 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

ALPS, Okidata, Epson, Toshiba, NEC, Tally, Olivetti, IBM, 

7,i x j? s l nstruments ’ Genicom, Star, Panasonic, DEC, C. Itoh, 
NEC, Centronics 

Products maintained: 
peripherals 

Services provided: 
fourth-party maintenance 


(continued) 


114 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


IMPACT PRINTHEAD SERVICES 

8701 Crosspark Drive 
Suite 101 

Austin, TX 78754 
(512) 832-9151 

(continued) 


Business Base 


Service business is: 

100% flat fee/incident 

Support is delivered: 

100% repair depot/carry-in 


Strategic Factors 
Industries targeted include: 

banking/finance education 

services federal govt 

state/local govt other 

Principal competition comes from other printer repair 
service depots. 


FTVA 


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115 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


INTEGRATED AUTOMATION, INC. 

1745 Tullie Circle, N.E. 

Atlanta, GA 30329 
(404) 325-8100 


The Company 

5 service locations: 
4 repair depots 
1 parts depot 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 
Printronix, Diablo, Okidata, Tally 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
PBX 
modem 
FAX 

multiplexor 
front-end processors 

Services provided: 
manufacturer warranty work 
preventive maintenance 
consultinp 

installation/relocation 
refurbishment 
equipment sale/lease 


Huey Duncan, President 
30% growth expected for 1989 
Active 13 years in the TPM market 


450 total service employees: 

1 in service management 

2 in field support w 
445 field engineers 
2 in administration 


remedial maintenance 
ECO/FCO (change orders) 
training 

fourth-party maintenance 
conversion/upgrade 
file conversion 


116 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


INTEGRATED AUTOMATION, INC. 

1745 Tullie Circle, N.E. 

Atlanta, GA 30329 
(404) 325-8100 

(continued) 

• 

Business Base 

Service business is: 

90% contract based 

2% hourly per-call 

8% flat fee/incident 

Support is delivered: 

99% on site 

1% repair depot/carry-in 

Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 

transportation 

medical 

banking/finance 
education 
federal gov't 


state/local govt 

Principal competition comes from TRW, Sorbus, Servcom. 

New offerings are to include additional service depot 
locations. 


FTVA 


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117 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


INTEGRATED SYSTEMS GROUP 

920 East Broadway Charles Archer, President 

Glendale, CA 91205 $3.4 million in 1988 TPM revenues 

(818) 502-1414 8% growth expected for 1989 

Active 19 years in the TPM market 


The Company 

5 service locations: 44 total service employees: 

5 repair depots 8 in service management 

5 parts depots 3 in field support " 

29 field engineers 
4 in administration 


Geographic coverage includes: 
the Southwest 


Service Coverage 
Brands supported include: 

DEC, Unisys, Convergent, Alpha Micro, General Automation, 
Point Four 


Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
multiplexor 
front-end processors 

Services provided: 
manufacturer warranty work 
preventive maintenance 
software maintenance 
training 

fourth-party maintenance 
conversion/upgrade 
file conversion 


remedial maintenance 
ECO/FCO (change orders) 
consulting 

installation /relocation 
refurbishment 
equipment sale/lease 


(continued) 


118 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


INTEGRATED SYSTEMS GROUP 

920 East Broadway 
Glendale, CA 91205 
(818) 502-1414 

(continued) 


Business Base 

Service business is: 

90% contract based 
10% hourly per-call 

Support is delivered: 

90% on site 

10% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local gov't 


transportation 

medical 

banking/finance 
education 
federal govt 


Principal competition comes from DEC, Unisys. 

New offerings are to include expanded depot maintenance. 


FTVA 


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119 


SERVICE VENDOR ANALYSIS-THIRD-PARTY MAINTENANCE VOL II 


INPUT 


INTELOGIC TRACE 
Turtle Creek Tower I 
PO Box 400044 
San Antonio, TX 78229 
(512) 558-5700 


Clark Mandigo, President & CEO 
$1 17.0 million in 1988 TPM revenues 
Active 5 years in the TPM market 


The Company 


230 service locations: 
19 repair depots 
44 parts depots 


1465 total service employees: 
148 in service management 


313 in field support 
617 field engineers 
387 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

IBM, Wang, DEC, Apple, AST, AT&T, Compaq, Convergent, 
Datapoint, Epson, NCR, NEC, Tandy, Toshiba, Televideo, 
Unisys, Wyse, Zenith, Amdek, Ampex, Esprit, Memorex, 
Mitsubishi, Cume, Archive, CDC, Diablo, Fujitsu, Kennedy, 
Maxtor, Mountain, 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
PBX 
modem 
FAX 

multiplexor 
satellite earth stations 
front-end processors 

Services provided: 


manufacturer warranty work 
preventive maintenance 
software maintenance 
training 

installation/relocation 

refurbishment 


remedial maintenance 
ECO/FCO (change orders) 
consulting 
disaster recovery 
fourth-party maintenance 
conversion/upgrade 


120equipment sale/lease 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


INTELOGIC TRACE 

Turtle Creek Tower I 
PO Box 400044 
San Antonio, TX 78229 
(512) 558-5700 

(continued) 


Business Base 

Service business is: 

90% contract based 
10% hourly per-call 

Support is delivered: 

86% on site 

1% repair depot/carry-in 
13% by other means 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local gov't 


transportation 

medical 

banking/finance 
education 
federal gov't 


Principal competition comes from IBM, Sorbus, TRW, 
XL/Datacomp. 

New offerings are to include Novell LAN support and 
management services. 


FTVA 


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121 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


INTERNATIONAL TECHNICAL SERVICES 

1008 Astoria Blvd. Paul J. Scott, President 

Building A $0.5 million in 1988 TPM revenues 

Cherry Hill, NJ 08003 30% growth expected for 1989 

(609) 424-7880 Active 6 years in the TPM market 


The Company 

2 service locations: 6 total service employees: 

1 repair depot 3 in field support 

1 parts depot 3 field engineers 


Geographic coverage includes: 
the Northeast 
the Southeast 


Service Coverage 
Brands supported include: 

Hewlett-Packard, Texas Instruments, IBM, Compaq, Wyse, DEC 
Epson, Okidata, Centronics, NEC, Diablo, Leading Edge, 
Iomega, Acer, Vendex, Panasonic, C.ltoh, Televideo, Visual 

Products maintained: 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 


Services provided: 
manufacturer warranty work 
preventive maintenance 
installation/relocation 
refurbishment 


remedial maintenance 
disaster recovery 
fourth-party maintenance 
conversion/upgrade 


(continued) 


122 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


INTERNATIONAL TECHNICAL SERVICES 

1008 Astoria Blvd. 

Building A 

Cherry Hill, NJ 08003 
(609) 424-7880 

(continued) 


Business Base 

Service business is: 

60% contract based 
30% hourly per-call 
10% flat fee/incident 

Support is delivered: 

60% on site 

40% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local gov't 


transportation 

medical 

banking/finance 
education 
federal govt 
other 


Principal competition comes from other maintenance companies. 
New offerings are to include service of FAX machines. 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


JADTEC COMPUTER GROUP 

546 West Katella 
Orange County, CA 92667 
(714) 997-8927 


John A. Dieball, President 
$4.0 million in 1988 TPM revenues 
25% growth expected for 1989 
Active 7 years in the TPM market 


The Company 

1 service location: 
1 repair depot 
1 parts depot 


25 total service employees: 
3 in service management 
5 in field support " 

12 field engineers 
5 in administration 


Geographic coverage includes: 
the Southwest 


Service Coverage 
Brands supported include: 

DEC, Apple, Printronix, Emulex, CDC, Cipher, C.ltoh, 
Data Products, Dilog, Kennedy 

Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
multiplexor 
front-end processors 

Services provided: 
remedial maintenance 
ECO/FCO (change orders) 
consulting 
disaster recovery 
fourth-party maintenance 
conversion/ upgrade 
file conversion 


preventive maintenance 
software maintenance 
training 

installation/relocation 
refurbishment 
equipment sale/lease 


(continued) 


124 


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SERVICE VENDOR ANALYSIS — THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


JADTEC COMPUTER GROUP 

546 West Katella 
Orange County, CA 92667 
(714) 997-8927 

(continued) 


Business Base 

Service business is: 

90% contract based 
10% hourly per-call 

Support is delivered: 

70% on site 

10% remote support services 
20% repair depot/carry-in 


Strategic Factors 
Industries targeted include: 


manufacturing 

utilities 

distribution 

insurance 

services 

state/local govt 


transportation 

medical 

banking/finance 
education 
federal govt 
other 


FTVA 



125 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


KCS COMPUTER SERVICES 

7462 Talbert Avenue 
Huntington Beach, CA 92640 
(714) 848-7971 


Eugene Duchene, President 
$3.8 million in 1988 TPM revenues 
20% growth expected for 1989 
Active 5 years in the TPM market 


The Company 


1 service location: 
1 repair depot 
1 parts depot 


13 total service employees: 
4 in service management 
3 in field support w 
6 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

Maxtor, Micropolis, Seagate, Connor, Archive, Wangtek, 
Cipher Data, Irwin 

Products maintained: 
mainframes 
minicomputers 
microcomputers 
peripherals 

Services provided: 


fourth-party maintenance 


refun ishment 


(continued) 


126 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


KCS COMPUTER SERVICES 
7462 Talbert Avenue 
Huntington Beach, CA 92640 
(714) 848-7971 

(continued) 


Business Base 


Service business is: 

100% flat fee/incident 

Support is delivered: 

100% repair depot/carry-in 


Strategic Factors 
Industries targeted include: 


manufacturing 

utilities 

distribution 

insurance 

services 

state/local govt 


transportation 

medical 

banking/finance 
education 
federal govt 
other 


Principal competition comes from Premier, FRS, Archive, 
Wangtek. 


FTVA 


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SERVICE VENDOR ANALYSIS—' THIRD-PARTY MAINTENANCE VOL II 


INPUT 


KETTERMAN S, INC. 

11106 Morrison Lane William Ketterman, President 

Dallas, TX 75229 Active 10 years in the TPM market 

(214)241-4766 


The Company 

30 service locations: 
17 repair depots 
2 parts depots 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

Unisys, IBM, ISC, Acer, Texas Instruments, Okidata, Lundy, 
Datamaxx, Brother, Datasouth 

Products maintained: 
mainframes 
minicomputers 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
FAX 


Services provided: 
manufacturer warranty work 
preventive maintenance 
fourth-party maintenance 


remedial maintenance 
installation/relocation 
equipment sale/lease 


(continued) 


128 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


KETTERMAN S, INC. 

11106 Morrison Lane 
Dallas, TX 75229 
(214) 241-4766 

(continued) 


Business Base 

Support is delivered: 

50% on site 

50% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
medical 

banking/finance 
education 
federal govt 


transportation 
distribution 
insurance 
services 
state/local govt 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


KEY DATA SYSTEMS, INC. 

2507 Jefferson Paul Kornechuk, President 

Kansas City, MO 64108 Active 12 years in the TPM market 

(800) 835-0172 


The Company 

15 service locations: 
2 repair depots 
7 parts depots 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


26 total service employees: 
7 in service management 

3 in field support w 
18 field engineers 

4 in administration 


Service Coverage 

Brands supported include: 

IBM, DEC, Plexus, Dataproducts, CDC 


Products maintained: 
minicomputers 
microcomputers 
peripherals 
telecommunications 
UN 
PBX 
modem 
FAX 

multiplexor 
front-end processors 

Services provided: 
manufacturer warranty work 
preventive maintenance 
consulting 

installation /relocation 
conversion /upgrade 


remedial maintenance 
ECO/FCO (change orders) 
training 
refurbishment 
equipment sale/lease 


(continued) 


130 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


KEY DATA SYSTEMS, INC. 

2507 Jefferson 
Kansas City, MO 64108 
(800) 835-0172 

(continued) 


Business Base 

Service business is: 

50% contract based 
25% hourly per-call 
25% flat fee/incident 

Support is delivered: 

80% on site 

20% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 


transportation 

medical 

banking/finance 

services 




I 

I 


FTVA 


0 1990 by INPUT. Reproduction Prohibited. 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


LOGICAL SOLUTIONS COMPANY 

PO Box 460 

East Holden, ME 04614 
(207) 989-3862 


Thomas Russell, President 
15% growth expected for 1989 
Active 1 1 years in the TPM market 


The Company 

7 service locations: 
2 repair depots 
1 parts depot 


Geographic coverage includes: 
the Northeast 


Service Coverage 

Brands supported include: 
Wang, Altos, DG, IBM 

Products maintained: 
minicomputers 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
multiplexor 

Services provided: 
manufacturer warranty work 
preventive maintenance 
consulting 

installation /relocation 
refurbishment 
equipment sale/lease 


30 total service employees: 

2 in service management 

3 in field support " 

23 field engineers 
2 in administration 


remedial maintenance 
ECO/FCO (change orders) 
training 

fourth-party maintenance 
conversion/upgrade 


(continued) 


132 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


LOGICAL SOLUTIONS COMPANY 
PO Box 460 

East Holden, ME 04614 
(207) 989-3862 

(continued) 


Business Base 

Service business is: 

90% contract based 
10% hourly per-call 

Support is delivered: 

90% on site 

10% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
distribution 
state/local govt 


federal govt 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


MAGNETIC RECOVERY TECHNOLOGISTS 

25431 Rye Canyon Rd. Bob Sellers, President 

Valencia, CA 91355 $1.0 million in 1988 TPM revenues 

(805) 257-2262 1 5% growth expected for 1 989 

Active 15 years in the TPM market 


The Company 

1 service location: 14 total service employees: 

1 repair depot 14 in field support 

1 parts depot 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

IBM, Ampex, Xerox, Unisys, DEC, NCR, Memorex, Archive, 

Cypher, CDC, DG, Hitachi, HP, Vertec, Kennedy, STC, Telex, 
Wangtek 

Products maintained: 
mainframes 
minicomputers 
superminis 

Services provided: 

manufacturer warranty work remedial maintenance 

preventive maintenance fourth-party maintenance 

refurbishment conversion/upgrade 


(continued) 


134 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


MAGNETIC RECOVERY TECHNOLOGISTS 
25431 Rye Canyon Rd. 
yalencia, CA 91355 


(805) 257-2262 

(continued) 


Business Base 

Service business is: 

100% contract based 

Support is delivered: 

100% repair depot/carry-in 

Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
services 

transportation 

medical 

insurance 

other 


Principal competition comes from OEM manufacturers. 

New offerings are to include extension of hard disk, tape 
and disk head repair. 

* 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


MAGRETECH, INC. 

7300 Hollister Ave. 
Goleta, CA 93117 
(805) 685-4551 


James Perotte, President 
$2.0 million in 1988 TPM revenues 
50% growth expected for 1989 
Active 13 years in the TPM market 


The Company 


1 service location: 
1 repair depot 
1 parts depot 


28 total service employees: 
6 in service management 


16 in field support 
2 field engineers 
4 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

IBM, CDC, DEC, Ampex, Unisys, Qume, Shugart, Tandon, MPI, 
Diablo, Pertec, CDS, Data General, Texas Instruments, Sycor, 
lomec, Mohawk, Wangco, Western Dynex, Mitsubishi, Teac 

Products maintained: 
mainframes 
microcomputers 
peripherals 
telecommunications 
PBX 

Services provided: 

manufacturer warranty work fourth-party maintenance 

refurbishment conversion/upgrade 


(continued) 


136 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


MAGRETECH, INC. 

7300 Hollister Ave. 
Goleta, CA 93117 
(805) 685-4551 

(continued) 


Business Base 

Service business is: 

100% flat fee/incident 

Support is delivered: 

100% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing medical 

distribution banking/finance 

services federal gov't 

state/local govt 

Principal competition comes from Restorr Magnetics. 

New offerings are to include Winchester disk head repair. 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


MCDONNELL DOUGLAS FIELD SERVICE COMPANY 

2361 McGaw Ave. Bert Novak, President 

Irvine, CA 92714 $69.3 million in 1988 TPM revenues 

(714) 566-4000 Active 22 years in the TPM market 


The Company 

150 service locations: 
3 repair depots 
3 parts depots 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


1000 total service employees: 
147 in service management 
100 in field support ~ 

700 field engineers 
53 in administration 


Service Coverage 


Brands supported include: 

IBM, AT&T, DEC, Data General, Tandem, 
McDonnell-Douglas Computer Systems 


Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
multiplexor 
front-end processors 

Services provided: 
manufacturer warranty work 
preventive maintenance 
software maintenance 
training 

fourth-party maintenance 
conversion/upgrade 


remedial maintenance 
ECO/FCO (change orders) 
consulting 

installation /relocation 
refurbishment 


138 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


MCDONNELL DOUGLAS FIELD SERVICE COMPANY 

2361 McGawAve. 

Irvine, CA 92714 
(714) 566-4000 

(continued) 


Business Base 

Service business is: 

95% contract based 
2% hourly per-call 
3% flat fee/incident 

Support is delivered: 

99% on site 

1% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local govt 


transportation 

medical 

banking/finance 
education 
federal govt 


Principal competition comes from manufacturers. 

New offerings are to include catalog sales of hardware and 
consumable supplies; fourth-party repair services. 


FTVA 


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SERVICE VENDOR ANALYSIS—' THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


MEDICAL SYSTEMS SUPPORT, INC. 

601 Corporate Drive 
Lewisville, TX 75057 
(214) 219-2000 


Larry G. Gerdes, Chairman and CEO 
$24.7 million in 1988 TPM revenues 
1% growth expected for 1989 
Active 4 years in the TPM market 


The Company 

225 total service employees: 
7 in service management 
49 in field support 
146 field engineers 
23 in administration 

Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


361 service locations 
1 parts depot 


Service Coverage 
Brands supported include: 

Motorola, Data General, HP, General Electric, Diablo, CDC 

Products maintained: 
minicomputers 
microcomputers 
peripherals 
telecommunications 
LAN 

Services provided: 

preventive maintenance installation/relocation 

refurbishment equipment sale/lease 


(continued) 


140 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


MEDICAL SYSTEMS SUPPORT, INC. 

601 Corporate Drive 
Lewisville, TX 75057 
(214) 219-2000 

(continued) 


Business Base 

Service business is: 

92% contract based 
8% hourly per-call 

Support is delivered: 

95% on site 

5% remote support services 


Strategic Factors 
Industries targeted include: 

medical federal govt 

state/local govt 

Principal competition comes from Data General, Motorola, HP, 
GE, OEMs. 

New offerings are to include expansion in LAN and PC 
maintenance; fourth-party PCB repair; comination fixed and 
variable fee maintenance. 




FTVA 


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141 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


MOSLER, INC. 

8509 Berk Blvd. 
Hamilton, OH 45012 
(513) 870-1046 


A.M. Marzano, President 
Active 6 years in the TPM market 


The Company 

326 service locations: 1400 total service employees: 

87 repair depots 66 in service management 

87 parts depots 68 in field support * 

1200 field engineers 
66 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

IBM, DEC, Omron, Scientific Atlanta, Compaq, NEC 

Products maintained: 
minicomputers 
microcomputers 
peripherals 
telecommunications 
modem 
multiplexor 
satellite earth stations 

Services provided: 
manufacturer warranty work 
preventive maintenance 
consulting 
disaster recovery 
fourth-party maintenance 


remedial maintenance 
ECO/FCO (change orders) 
training 

installation/relocation 

conversion/upgrade 


(continued) 


142 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


MOSLER, INC. 

8509 Berk Blvd. 
Hamilton, OH 45012 
(513) 870-1046 

(continued) 


Business Base 

Service business is: 

"5% contract based 
10% hourly per-call 
25% flat fee/incident 

Support is delivered: 

95% on site 

5% repair depot/carry-in 


Strategic Factors 


Industries targeted include: 
manufacturing 
utilities 

banking/finance 
services 
state/local govt 


transportation 
distribution 
insurance 
federal govt 
other 


Principal competition comes from other third-party service 
organizations. 

New offerings are to include electronic cash register 
maintenance. 


FTVA 


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143 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


NATIONAL COMPUTER SYSTEMS 

1313 Lone Oak Road 
Egan, MN 55121 
(612) 683-6000 


David Malmberg, President 
$24.0 million in 1988 TPM revenues 
30% growth expected for 1989 
Active 5 years in the TPM market 


The Company 

130 service locations: 640 total service employees: 

10 repair depots 36 in service management 

130 parts depots 127 in field support 

460 field engineers 
17 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

IBM, DEC, Texas Instruments, Everex, Adage, VG, Compaq, 
Novell, Banyan, 3Com, Apple, Sun 

Products maintained: 
minicomputers 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
multiplexor 
satellite earth stations 


Services provided: 
manufacturer warranty work 
preventive maintenance 
consulting 

installation /relocation 
conversion/upgrade 


remedial maintenance 
ECO/FCO (change orders) 
disaster recovery 
refurbishment 
equipment sale/lease 


(continued) 


144 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


NATIONAL COMPUTER SYSTEMS 
1313 Lone Oak Road 
Egan, MN 55121 
(612) 683-6000 

(continued) 


Business Base 

Service business is: 

91% contract based 
8% hourly per-call 
1%flatfee/incident 

Support is delivered: 

92% on site 

7% remote support services 
1% repair depot/carry-in 


Strategic Factors 
Industries targeted include: 


manufacturing 
banking/finance 
education 
federal gov't 


medical 
insurance 
services 
state/local govt 


Principal competition comes from regional and local service 
companies. 

New offerings are to include technology partnerships. 


FTVA 


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145 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


NATIONAL CUSTOMER ENGINEERING 

6387 Nancy Ridge Dr. George T. Wedrick, President 

San Diego, CA 92121 $5.0 million in 1988 TPM revenues 

(619) 452-7974 25% growth expected for 1 989 

Active 9 years in the TPM market 


The Company 

120 total service employees: 
8 in service management 
12 in field support 
70 field engineers 
20 in administration 


35 service locations: 
3 repair depots 
5 parts depots 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

IBM, Altos, Microdata, Ultimate, Scanoptics, 

General Automation, IBC, Sun Micro, CIE Systems, ADDS 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 

Services provided: 

manufacturer warranty work remedial maintenance 

preventive maintenance ECO/FCO (change orders) 

installation/relocation refurbishment 

conversion/upgrade 


(continued) 


146 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


NATIONAL CUSTOMER ENGINEERING 

6387 Nancy Ridge Dr. 

San Diego, CA 92121 
(619) 452-7974 

(continued) 


Business Base 

Service business is: 

80% contract based 
20% hourly per-call 

Support is delivered: 

80% on site 

20% remote support services 


Strategic Factors 


Industries targeted include: 


transportation 

medical 

banking/finance 
education 
federal gov't 
other 


manufacturing 

utilities 

distribution 

insurance 

services 

state/local govt 


Principal competition comes from manufacturers, 
Honeywell-Bull, NCR. 

New offerings are to include expansion of UNIX-based 
systems repair. 


FTVA 


© 1990 by INPUT. Reproduction Prohibited. 


147 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


NCR CORPORATION 

Customer Services Division 
1700 South Patterson 
Dayton, OH 45479 
(513) 439-8600 


Gilbert P. Williamson, President 
$45.0 million in 1988 TPM revenues 
10% growth expected for 1989 
Active 7 years in the TPM market 


The Company 

425 service locations: 
425 repair depots 
425 parts depots 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


6540 total service employees: 
600 in service management 
500 in field support ' 

5300 field engineers 
140 in administration 


Service Coverage 


Brands supported include: 

ADDS, AMDEK, AST, CDC, C.ltoh, Centronics, CIE, Cipher, 
Compaq, Convergent, Dataproducts, Data South, Diablo, DCA, 
Epson, Fujitsu, Genicom, Hayes, HP, IBM, NEC, Okidata, 
Printronix, QMS, Racal-Milgo, Seagate, Siemens, Tecmar, 
Televideo, UDS, Wyse, Zenith 

Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
multiplexor 
satellite earth stations 
front-end processors 


Services provided: 
manufacturer warranty work 
preventive maintenance 
software maintenance 
training 

installation/relocation 

refurbishment 


remedial maintenance 
ECO/FCO (change orders) 
consulting 
disaster recovery 
fourth-party maintenance 
conversion/upgrade 


148 O 1990 by INPUT. ReproduOion Prohibited. 

(continued) 


FTVA 


SERVICE VENDOR ANALYSIS-THIRD-PARTY MAINTENANCE VOL II 


INPUT 


NCR CORPORATION 

Customer Services Division 
1700 South Patterson 
Dayton, OH 45479 
(513) 439-8600 

(continued) 


Business Base 

Sen/ice business is: 

90% contract based 
10% hourly per-call 

Support is delivered: 

80% on site 

15% repair depot/carry-in 
5% by other means 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local govt 

Principal competition comes 


transportation 

medical 

banking/finance 
education 
federal govt 


equipment manufacturers. 




s 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


PEREGRINE, INC. 

845 W. Maude Ave. 
Sunnyvale, CA 94086 
(408) 749-9444 


George Crowne, President 
$2.0 million in 1988 TPM revenues 
Active 5 years in the TPM market 


The Company 

35 total service employees: 
5 in set vice management 
5 in field support ~ 

25 field engineers 


8 service locations: 
2 repair depots 
8 parts depots 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Southwest 
the Northwest 


Service Coverage 

Brands supported include: 

IBM, Memorex, STC, Telex, Lee Data 

Products maintained: 
mainframes 
microcomputers 
peripherals 

Services provided: 
manufacturer warranty work 
preventive maintenance 
consulting 

instal'aticn/relocation 
refurbishment 
equipment sale/lease 


remedial maintenance 
ECO/FCO (change orders) 
training 

fourth-party maintenance 
conversion/upgrade 
file conversion 


(continued) 


150 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


PEREGRINE, INC. 

845 W. Maude Ave. 
Sunnyvale, CA 94086 
(408) 749-9444 

(continued) 


Business Base 

Service business is: 

65% contract based 
20% hourly per-call 
15% flat fee/incident 

Support is delivered: 

80% on site 

10% remote support services 
10% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local gov't 


transportation 

medical 

banking/finance 
education 
federal govt 
other 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


PERIPHERALS MANUFACTURING, INC. 

1363 Logan Ave. Ronald Carboy, President 

Costa Mesa, CA 92626 35% growth expected for 1989 

(714) 540-4925 Active 1 1 years in the TPM market 


The Company 

1 service location: 12 total service employees: 

1 repair depot ^ 3 in service management 

1 parts depot 3 in field support * 

3 field engineers 
3 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

DEC, IBM, Burroughs, WANG, Data General, Bull, 
Hewlett-Packard 


Products maintained: 
mainframes 
minicomputers 
peripherals 

Services provided: 
manufacturer warranty work 
preventive maintenance 
consulting 
disaster recovery 
fourth-party maintenance 
conversion/upgrade 
file conversion 


remedial maintenance 
ECO/FCO (change orders) 
training 

installation /relocation 
refurbishment 
equipment sale/lease 


(continued) 


152 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


PERIPHERALS MANUFACTURING, INC. 

1363 Logan Ave. 

Costa Mesa, CA 92626 
(714) 540-4925 

(continued) 


Business Base 

Service business is: 

80% contract based 
17% hourly per-call 
3% flat fee/incident 

Support is delivered: 

10% on site 

5% remote support services 
85% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local govt 


transportation 

medical 

banking/finance 
education 
federal govt 
other 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


PREMIER COMPUTER CORPORATION 

8200 Normandale Blvd. 

Suite 424 

Bloomington, MN 55437 
(612) 835-2586 


Thomas G. Kamp, Jr., President 
$8.6 million in 1988 TPM revenues 
30% growth expected for 1989 
Active 5 years in the TPM market 


The Company 

2 service locations 255 total service employees: 

2 repair depots 30 in service management 

175 field engineers 
30 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

CDC, Maxtor, Micro Peripherals, Seagate, Tandon, Rodime, 
Miniscribe, Quantum, Fujitsu, NEC, Atasi, CMI, IBM, IMI, 
Micropolis, MicroScience, Olivetti, Priam, Shugart, 
Mitsubishi, Teac, Amdek, AT&T, Compaq 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 


Services provided: 
manufacturer warranty work 
consulting 
disaster recovery 
refurbishment 
equipment sale/lease 


ECO/FCO (change orders) 
training 

fourth-party maintenance 
conversion/upgrade 
file conversion 


(continued) 


154 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


PREMIER COMPUTER CORPORATION 

8200 Normandale Blvd. 

Suite 424 

Bloomington, MN 55437 
(612) 835-2586 

(continued) 


Business Base 

Service business is: 

30% contract based 
70% flat fee/incident 

Support is delivered: 

100% repair depot/carry-in 


Strategic Factors 
Industries targeted include: 


manufacturing 
medical 
education 
federal govt 
other 


transportation 
distribution 
services 
state/local govt 


Principal competition comes from manufacturers of disk drives. 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


PROTEK COMPUTER SERVICES 

11670 Seaboard Circle 
Stanton, CA 90680 
(714) 898-9012 


Tom Berchtold, President 
30% growth expected for 1989 
Active 9 years in the TPM market 


The Company 

3 service locations: 
2 repair depots 
2 parts depots 


25 total service employees: 
3 in service management 
10 in field support 
10 field engineers 
2 in administration 


Geographic coverage includes: 
the Northeast 
the Southwest 


Service Coverage 
Brands supported include: 

Cipher, Fujitsu, CDC, Emulex, Dilog, Kennedy, Wespercorp 


Products maintained: 
minicomputers 
superminis 
peripherals 
telecommunications 
PBX 

multiplexor 

Services provided: 
manufacturer warranty work 
preventive maintenance 
consulting 

installation /relocation 
refurbishment 
equipment sale/lease 


remedial maintenance 
ECO/FCO (change orders) 
disaster recovery 
fourth-party maintenance 
conversion/upgrade 


(continued) 


156 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


PROTEK COMPUTER SERVICES 

11670 Seaboard Circle 
Stanton, CA 90680 
(714) 898-9012 

(continued) 


Business Base 

Service business is: 

20% contract based 
50% hourly per-call 
30% flat fee/incident 

Support is delivered: 

15% on site 

80% remote support services 
5% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 


distribution 
services 
state/local govt 


manufacturing 
banking/finance 
federal govt 


New offerings are to include HDA refurbishment on new 
Fujitsu and IBM drive products. 


FTVA 


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SERVICE VENDOR ANALYSIS — THIRD-PARTY MAINTENANCE VOL II 


INPUT 


PTXI 

2000 Westridge Dr. 
PO Box 167688 
Irving, TX 75016 
(214) 518-1200 

(Previously Pritronix) 


Michael Bennett, President 
$30.0 million in 1988 TPM revenues 
25% growth expected for 1989 
Active 20 years in the TPM market 


The Company 

28 service locations: 300 total service employees: 

18 repair depots 150 field engineers 

18 parts depots 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


Service Coverage 


Brands supported include: 

IBM, Apple, DEC, Compaq, Novell, Toshiba, 3-Com, Banyan 

Products maintained: 
minicomputers 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
multiplexor 
front-end processors 


Services provided: 
manufacturer warranty work 
preventive maintenance 
software maintenance 
training 

installation /relocation 
conversion/upgrade 
file conversion 


remedial maintenance 
ECO/FCO (change orders) 
consulting 
disaster recovery 
refurbishment 
equipment sale/lease 


(continued) 

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SERVICE VENDOR ANALYSIS-THIRD-PARTY MAINTENANCE VOL II 


INPUT 


PTXI 

2000 Westridge Dr. 
PO Box 167688 
Irving, TX 75016 
(214) 518-1200 

(continued) 


Business Base 

Service business is: 

70% contract based 
30% hourly per-call 

Support is delivered: 

95% on site 

5% remote support services 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 


transportation 

medical 

banking/finance 

education 


Principal competition comes from network resellers. 

New offerings are to include service on Oracle and DEC 
products. w 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


THE REPAIR COMPANY 

1585 McCandless 
Milpitas, CA 95035 
(408) 946-5015 


Henry Pham, President 
Active 5 years in the TPM market 


The Company 

4 service locations: 
2 repair depots 
4 parts depots 


40 total service employees: 
5 in service management 
14 in field support 
9 field engineers 
12 in administration 


Geographic coverage includes: 
the Southwest 
the Northwest 


Service Coverage 

Brands supported include: 

IBM, Apple, Compaq, Wyse, Epson, Okidata, AST, Hayes, 
Hercules, Intel, Tecmar, Amdek, Hewlett-Packard, NEC, Qume, 
Toshiba, CDC, Fujitsu, Tandon, Teac, CMI, Miniscribe, 

Rodime, Seagate, Leading Edge, DEC, C.ltoh. Televideo, 
Diablo, 

Products maintained: 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 

Services provided: 
manufacturer warranty work 
preventive maintenance 
consulting 
disaster recovery 
fourth-party maintenance 
conversion/upgrade 


remedial maintenance 
ECO/FCO (change orders) 
training 

installation/relocation 
refurbishment 
equipment sale/lease 


(continued) 


160 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


THE REPAIR COMPANY 

1585 McCandless 
Milpitas, CA 95035 
(408) 946-5015 

(continued) 


Business Base 

Service business is: 

20% contract based 
70% hourly per-call 
10% flat fee/incident 

Support is delivered: 

30% on site 

2% remote support services 
68% repair depot/carry-in 


Strategic Factors 


Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local govt 


transportation 

medical 

banking/finance 
education 
federal govt 
other 


Principal competition comes from in-house user support. 

New offerings are to include sales, installation and repair 
of network products. 


FTVA 


e 1990 by INPUT. Reproduction Prohibited. 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


REX SERVICE COMPANY 

7030 W. 111th St. 

Worth, IL 60482 
(312) 448-5558 

Douglas McKalip, President 

15% growth expected for 1989 

Active 8 years in the TPM market 


The Company 

5 service locations: 

5 repair depots 

2 parts depots 

Geographic coverage includes: 
the Central states 
the Northwest 

35 total service employees: 

7 in service management 

9 in field support " 

1 1 field engineers 

8 in administration 

Service Coverage 



Brands supported include: 

IBM, Zenith, Compaq, Panasonic, Epson 

Products maintained: 
microcomputers 
peripherals 


Services provided: 
manufacturer warranty work 
preventive maintenance 
installation/relocation 
refurbishment 

remedial maintenance 

ECO/FCO (change orders) 
fourth-party maintenance 
conversion/upgrade 

(continued) 



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SERVICE VENDOR ANALYSIS-THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


REX SERVICE COMPANY 
7030 W. 111th St. 

Worth, IL 60482 
(312) 448-5558 

(continued) 


Business Base 

Service business is: 

30% contract based 
50% hourly per-call 
20% fiat fee/incident 

Support is delivered: 

35% on site 

65% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 


medical 
education 
federal govt 


transportation 

distribution 

services 


state/local govt 

Principal competition comes from Computerland. 

New offerings are to include service of Packard Bell 
products. w 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


REYNOLDS & REYNOLDS 

Computer Services Division Joe Bausman, President 

P.O. Box 1005 Active 22 years in the TPM market 

Dayton, OH 45401 
(513) 443-2124 


The Company 

83 service locations: 
1 repair depot 
83 parts depots 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


Service Coverage 
Brands supported include: 

IBM, NCR, Televideo, Tandon, NEC, Pioneer, Sony, AST, Onyx, 
Epson 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
multiplexor 


Services provided: 
manufacturer warranty work 
preventive maintenance 
software maintenance 
disaster recovery 
refurbishment 
equipment sale/lease 


remedial maintenance 
ECO/FCO (change orders) 
training 

installation/relocation 
conversion/upgrade 
file conversion 


(continued) 

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SERVICE VENDOR ANALYSIS-THIRD-PARTY MAINTENANCE VOL II 


INPUT 


REYNOLDS & REYNOLDS 

Computer Services Division 
P.O. Box 1005 
Dayton, OH 45401 
(513) 443-2124 

(continued) 


Business Base 

Service business is: 

99% contract based 
1% hourly per-call 

Support is delivered: 

99% on site 

1% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 

manufacturing transportation 

medical other 

Principal competition comes from ADP, UCS. 




FTVA 


01990 by INPUT. Reproduction Prohibited. 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


RTK COMMUNICATIONS GROUP 

215 Wood Ave. 

Middlesex, NJ 08846 
(800) 932-0448 


George Fenwick, President 
Active 6 years in the TPM market 


(Previously RT /Katek Communications Group) 


The Company 


1 service location: 
1 repair depot 
1 parts depot 


34 total service employees: 
3 in service management 


2 in field support 
24 field engineers 
5 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
. the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

IBM, Compaq, Epson, Okidata, Toshiba, Diconix 

Products maintained: 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
FAX 

Services provided: 

remedial maintenance preventive maintenance 

software maintenance consulting 

training disaster recovery 

refurbishment conversion/upgrade 


(continued) 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


RTK COMMUNICATIONS GROUP 

215 Wood Ave. 

Middlesex, NJ 08846 
(800) 932-0448 

(continued) 


Business Base 

Sen/ice business is: 

100% contract based 

Support is delivered: 

5% on site 

95% remote support services 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 


transportation 

medical 

banking/finance 

education 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


SCOPUS CORPORATION 

333 Aiken St. 

Lowell, MA 01853 
(800) 225-0893 


James Armstrong, Sr., President 
$2.0 million in 1988 TPM revenues 
5% growth expected for 1989 


Active 17 years in the TPM market 


The Company 


14 service locations: 
1 repair depot 
1 parts depot 


31 totaLservice employees: 
4 in service management 


6 in field support 
16 field engineers 
5 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


Service Coverage 

Brands supported include: 

CDC, DEC, Memorex, Wang 

Products maintained: 
mainframes 
minicomputers 
superminis 
peripherals 

Services provided: 

remedial maintenance preventive maintenance 

consulting disaster recovery 

refurbishment 


(continued) 


168 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


SCOPUS CORPORATION 

333 Aiken St, 

Lowell, MA 01853 
(800) 225-0893 

(continued) 


Business Base 

Sen/ice business is: 

60% contract based 
40% hourly per-call 

Support is delivered: 

95% on site 

5% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local govt 


transportation 

medical 

banking/finance 
education 
federal govt 


FTVA 


C 1990 by INPUT. Reproduction Prohibited. 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


SECTOR COMPUTER SYSTEMS 

5795 Canal Road 
Cleveland, OH 44125 
(216) 524-5858 


Steven Kobe, President 
Active 7 years in the TPM market 


The Company 


17 service locations: 
17 repair depots 
17 parts depots 


32 total service employees: 
7 in service management 


22 in field support 
22 field engineers 
3 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


Service Coverage 

Brands supported include: 

General Automation, DEC, Texas Instruments, IBM 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
modem 

Services provided: 

manufacturer warranty work remedial maintenance 

preventive maintenance training 

installation/relocation fourth-party maintenance 

refurbishment conversion/upgrade 


(continued) 


170 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


SECTOR COMPUTER SYSTEMS 

5795 Canal Road 
Cleveland, OH 44125 
(216) 524-5858 

(continued) 


Business Base 

Service business is: 

75% contract based 
25% hourly per-call 

Support is delivered: 

90% on site 

10% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
medical 

banking/finance 

sen/ices 


transportation 
distribution 
education 
federal govt 


i 


FTVA 


C 1990 by INPUT. Reproduction Prohtbrted. 


SERVICE VENDOR ANALYSIS—' THIRD-PARTY MAINTENANCE VOL II 


INPUT 


SHIELDS BUSINESS MACHINES, INC. 

410 North 8th St. William Shields, President 

Philadelphia, PA 19123 $10.7 million in 1988 TPM revenues 

(215) 922-6161 16% growth expected for 1989 

Active 20 years in the TPM market 


The Company 

150 total service employees: 
20 in service management 
100 field engineers 
30 in administration 


6 service locations: 
3 repair depots 
6 parts depots 


Geographic coverage includes: 
the Northeast 
the Southeast 


Service Coverage 
Brands supported include: 

IBM, Diebold, NCR, Xerox, Kodak, 3M, Bell & Howell, ISC, 
Compaq, NEC, Epson 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
FAX 


Services provided: 
manufacturer warranty work 
preventive maintenance 
installation/relocation 
conversion/upgrade 


remedial maintenance 
ECO/FCO (change orders) 
refurbishment 
equipment sale/lease 


(continued) 


172 


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SERVICE VENDOR ANALYSIS — THIRD-PARTY MAINTENANCE VOL II 


INPUT 


SHIELDS BUSINESS MACHINES, INC. 
410 North 8th St. 

Philadelphia, PA 19123 
(215) 922-6161 

(continued) 


Business Base 

Service business is: 

90% contract based 
10% hourly per-call 

Support is delivered: 

90% on site 

10% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 

manufacturing transportation 

utilities * medical 

distribution banking/finance 

insurance education 

Principal competition comes from original equipment 
manufacturers. 

New offerings are to include sales and service of 
surveillance and security equipment and armored car services. 




FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


173 


SERVICE VENDOR ANALYSIS-THIRD-PARTY MAINTENANCE VOL II 


INPUT 


SIRIUS COMPUTER 

14600 Golden West 
Suite A101 

Westminster, CA 92683 
(714) 895-2229 


Mel Knutson, President 
$1.9 million in 1988 TPM revenues 
15% growth expected for 1989 
Active 10 years in the TPM market 


The Company 


3 service locations: 
1 repair depot 
1 parts depot 


23 total service employees: 
1 in service management 
4 in field support " 

18 field engineers 


Geographic coverage includes: 
the Southwest 


Service Coverage 

Brands supported include: 

Data General, Wang, DEC 

Products maintained: 
mainframes 
minicomputers 
microcomputers 
peripherals 

Services provided: 

remedial maintenance preventive maintenance 

consulting installation /relocation 

refurbishment conversion/upgrade 

equipment sale/lease 


(continued) 


174 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


SIRIUS COMPUTER 

14600 Golden West 
Suite A101 

Westminster, CA 92683 
(714) 895-2229 

(continued) 


Business Base 

Support is delivered: 

90% on site 

10% repair depot/carry-in 


Strategic Factors 


Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local govt 


transportation 

medical 

banking/finance 
education 
federal govt 
other 


Principal competition comes from Wang, DG, CPR, Grumman, 
Decision Data. 

New offerings are to include facilities mangement services, 
and support of optical disk drives. 




FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


175 ' 


SERVICE VENDOR ANALYSIS — THIRD-PARTY MAINTENANCE VOL II 


INPUT 


SORBUS 

A Bell Atlantic Company 
50 East Swedesford 
Frazer, PA 19355 
(215) 296-6000 


H. Gene Greer, President 
$175.0 million in 1988 TPM revenues 
Active 27 years in the TPM market 


The Company 

200 service locations: 2300 total service employees: 

1 8 repair depots 1 000 field engineers 

2 parts depots 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

IBM, Wang, AT&T, CDC, Citizen, C.ltoh, Compaq, Datasouth, 
DEC, Diablo, Epson, Hayes, Hazeltine, Iomega, Kaypro, 
Mountain, NEC, Northstar, Okidata, Princeton, Quadram, 
Rodime, Seaaate, Tallgrass, Televideo, Texas Instruments, 
Toshiba, Visual 

Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
modem 


Services provided: 
manufacturer warranty work 
preventive maintenance 
software maintenance 
disaster recovery 
fourth-party maintenance 
conversion /upgrade 

176 


remedial maintenance 
ECO/FCO (change orders) 
consulting 

installation /relocation 
refurbishment 


e 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


SORBUS 

A Bell Atlantic Company 
50 East Swedesford 
Frazer, PA 19355 
(215) 296-6000 

(continued) 


Business Base 

Service business is: 
90% contract based 
10% hourly per-call 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local govt 

Principal competition comes from IBM. 


transportation 

medical 

banking/finance 
education 
federal govt 
other 


FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


SERVICE VENDOR ANALYSIS-THIRD-PARTY MAINTENANCE VOL II 


INPUT 


SRM, INC. 

P.O. Box 12586 Roy Jones, President 

Greenbay, Wl 54307 Active 8 years in the TPM market 

(414)497-7863 


The Company 

4 service locations: 
2 repair depots 
2 parts depots 


6 total sen/ice employees: 
1 in service management 
5 field engineers 


Geographic coverage includes: 
the Central states 


Service Coverage 


Brands supported include: 

Unisys, NCR, IBM, Convergent Technologies 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 
multiplexor 


Services provided: 
manufacturer warranty work 
preventive maintenance 
software main mance 
training 

installation/relocation 
refurbishment 
equipment sale/lease 


remedial maintenance 
ECO/FCO (change orders) 
consulting 
disaster recovery 
fourth-party maintenance 
conversion/upgrade 
file conversion 


(continued) 


178 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 




SRM, INC. 

P.O. Box 12586 


Greenbay, Wl 54307 
(414) 497-7863 

(continued) 

Business Base 


Service business is: 


60% contract based 


25% hourly per-call 


15% flat fee/incident 


Support is delivered: 


50% on site 


30% repair depot/carry-in 


20% by other means 


Strategic Factors 


Industries targeted include: 


manufacturing 

transportation 

utilities 

medical 

distribution 

banking/finance 

education 

services 

state/local gov*t 

other 


FTVA 


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179 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


SSCI 

14762 Bentley 
Tustin, CA 92680 
(714) 832-7724 


Warren Williams, President 
$1.3 million in 1988 TPM revenues 
Active 10 years in the TPM market 


The Company 

6 service locations: 1 2 total service employees: 

1 repair depot 3 in service management 

1 parts depot 6 field engineers ' 

3 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


Service Coverage 

Brands supported include: 
Unisys 

Products maintained: 
minicomputers 
peripherals 
telecommunications 
modem 
multiplexor 
front-end processors 

Services provided: 
manufacturer warranty work 
preventive maintenance 
software maintenance 
training 

fourth-party maintenance 
conversion/upgrade 
file conversion 


remedial maintenance 
ECO/FCO (change orders) 
consulting 

installation/relocation 
refurbishment 
equipment sale/lease 


(continued) 


180 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


SSCI 

14762 Bentley 
Tustin, CA 92680 
(714) 832-7724 

(continued) 


Business Base 

Service business is: 

99% contract based 
1 % flat tee/incident 

Support is delivered: 

90% on site 

10% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
medical 
services 
state/local gov't 

Principal competition comes from DEC, 






utilities 
education 
federal gov't 
other 

Prime. 


FTVA 


e 1990 by INPUT. Reproduction Prohibited. 


INPUT 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


STORAGE TECHNOLOGY CORP. 

2270 South 88th Street Ryal Poppa, Chairman, President and CEO 

Louisville, CO 80028 $2.0 million in 1988 TPM revenues 

(303) 673-6761 50% growth expected for 1 989 

Active 4 years in the TPM market 


The Company 

70 total service employees: 
6 in service management 
3 in field support ~ 

60 field engineers 
2 in administration 

Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 


135 service locations 
43 parts depots 


Service Coverage 

Brands supported include: 

IBM, Storagetek, McData 

Products maintained: 
mainframes 
peripherals 
telecommunications 
modem 

front-end processors 
Services provided: 

manufacturer warranty work remedial maintenance 

preventive maintenance ECO/FCO (change orders) 

software maintenance installation/relocation 


(continued) 


182 


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SERVICE VENDOR ANALYSIS-THIRD-PARTY MAINTENANCE VOL II 


INPUT 


STORAGE TECHNOLOGY CORP. 

2270 South 88th Street 
Louisville, CO 80028 
(303) 673-6761 

(continued) 


Business Base 

Service business is: 

95% contract based 
5% hourly per-call 

Support is delivered: 

95% on site 

5% remote support services 


Strategic Factors 
Industries targeted include: 

manufacturing transportation 

utilities medical 

distribution banking/finance 


insurance 
services 
state/local govt 


education 
federal govt 
other 


Principal competition comes from IBM, NAS, Sorbus. 


FTVA 


O 1990 by INPUT. Reproduction Prohibited. 


183 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


SYSTEMS SPECIALIST CONSULTANTS 

1360 Piper Drive Carl Joines, President and Owner 

Milpitas, CA 95035 $4.5 million in 1988 TPM revenues 

(408) 942-0300 1 00% growth expected for 1 989 

Active 8 years in the TPM market 


The Company 

4 service locations: 30 total service employees: 

3 repair depots 2 in service management 

4 parts depots 30 field engineers 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 
IBM, ITT Courier, STC 

Products maintained: 
mainframes 
minicomputers 
superminis 
peripherals 
telecommunications 
modem 
multiplexor 
front-end processors 

Services provided: 
manufacturer warranty work 
preventive maintenance 
software maintenance 
training 

installation/relocation 
refurbishment 
equipment sale/lease 


remedial maintenance 
ECO/FCO (change orders) 
consulting 
disaster recovery 
fourth-party maintenance 
conversion/upgrade 


(continued) 

184 C 1990 by INPUT. Reproduction Prohibited. 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


SYSTEMS SPECIALIST CONSULTANTS 

1360 Piper Drive 
Milpitas, CA 95035 
(408) 942-0300 

(continued) 


Business Base 

Service business is: 

98% contract based 
2% hourly per-call 

Support is delivered: 

60% on site 

20% remote support services 
20% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
education 
federal govt 


transportation 
medical 
insurance 
services 
state/local govt 


FTVA 


e 1990 by INPUT. Reproduction Prohibited. 


185 " 


SERVICE VENDOR ANALYSIS-THIRD-PARTY MAINTENANCE VOL II 


INPUT 


TMC, INC. 

16021 Industrial Dr. 

Gaithersburg, MD 20897 
(301) 948-7377 

Richard Weller, President 
$1.5 million in 1988 TPM revenues 

10% growth expected for 1989 

Active 9 years in the TPM market 

The Company 

1 service, location: 

1 repair depot 

1 parts depot 

Geographic coverage includes: 
the Northeast 

23 total service employees: 

4 in service management 

2 in field support * 

12 field engineers 

4 in administration 

Service Coverage 



Brands supported include: 

Wang, Novell, Kennedy, Dataproducts, CDC, IBM 

Products maintained: 
minicomputers 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 


Services provided: 
remedial maintenance 

ECO/FCO (change orders) 
consulting 
disaster recovery 
fourth-party maintenance 

(continued) 

preventive maintenance 
software maintenance 
training 

installation/relocation 

conversion/upgrade 


186 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


TMC, INC. 

16021 Industrial Dr. 
Gaithersburg, MD 20897 
(301) 948-7377 

(continued) 


Business Base 

Support is delivered: 

95% on site 

5% repair depot/carry-in 


Strategic Factors 


Industries targeted include: 
manufacturing 
distribution 
insurance 
federal govt 


transportation 

banking/finance 

services 

other 


Principal competition comes from Wang. 


New offerings are to include service for the Wang VS 7000. 


i 


FTVA 


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SERVICE VENDOR ANALYSIS — THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


TOTAL TEC SYSTEMS 

2 Gourmet Lane 
Edison, NJ 08837 
(201) 906-6500 


Anthony Law, President 
$1.4 million in 1988 TPM revenues 
15% growth expected for 1989 
Active 10 years in the TPM market 


The Company 

3 service locations: 
1 repair depot 
1 parts depot 


15 total service employees: 

2 in service management 

3 in field support w 
8 field engineers 

2 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 


Service Coverage 
Brands supported include: 

DEC, Apple, Convergent Tech, Data Products, Kennedy, LMS, 
CDC, Cipher, Megatape, Datability, Maxtor, Micropolis, CIE, 
Sigma, Everest, Dyna Five, Link, Falco, Logicraft, Emulex, 
Fujitsu, Digital, Ciprico, Lanpar, KOM, Alphatronics, 

Data Products 


Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
modem 
multiplexor 

Services provided: 
manufacturer warranty work 
preventive maintenance 
training 

installation/relocation 
refurbishment 
equipment sale/lease 


remedial maintenance 
software maintenance 
disaster recovery 
fourth-party maintenance 
conversion/upgrade 
file conversion 


(continued) 


188 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


TOTAL TEC SYSTEMS 

2 Gourmet Lane 
Edison, NJ 08837 
(201) 906-6500 

(continued) 


Business Base 

Service business is: 
70% contract based 
25% hourly per-call 
5% flat fee/incident 


Support is delivered: 

60% on site 

10% remote support services 
30% repair depot/carry-in 


Strategic Factors 
Industries targeted include: 


manufacturing 

medical 

banking/finance 
education 
federal govt 


transportation 
distribution 
insurance 
services 
state/local govt 


New offerings are to include voicemail support. 


FTVA 


0 1990 by INPUT. Reproduction Prohibited. 


189 


SERVICE VENDOR ANALYSIS — THIRD-PARTY MAINTENANCE VOL II 


INPUT 


TRI-SYS COMPUTER CORP. 

316 North Milwaukee #330 
Milwaukee, Wl 53202 
(414) 291-7979 

Don Nelson, CEO 

$0.7 million in 1988 TPM revenues 

25% growth expected for 1989 

Active 1 year in the TPM market 

The Company 

1 service location: 

1 repair depot 

Geographic coverage includes: 
the Central states 

Service Coverage 

Brands supported include: 

IBM 

Products maintained: 
microcomputers 
peripherals 

* 

Services provided: 
manufacturer warranty work 
preventive maintenance 
consulting 
disaster recovery 
conversion/upgrade 
file conversion 

remedial maintenance 
software maintenance 
training 

installation/relocation 
equipment sale/lease 

(continued) 

• 


190 


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SERVICE VENDOR ANALYSIS — THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


TRI-SYS COMPUTER CORP. 

316 North Milwaukee #330 
Milwaukee, Wl 53202 
(414) 291-7979 

(continued) 


Business Base 

Service business is: 

1% contract biased 
95% hourly per-call 
4% flat fee/incident 

Support is delivered: 

40% on site 

40% remote support services 
20% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 

manufacturing distribution 

services 

Principal competition comes from Bunker Ramo. 


FTVA 


0 1990 by INPUT. Reproduction Prohibited. 


191 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


TRW CUSTOMER SERVICE DIVISION 

15 Law Drive Arthur Branstine, President 

Fairfield, NJ 07007 $135.0 million in 1988 TPM revenues 

(201) 575-7110 Active 13 years in the TPM market 


The Company 

125 service locations: 2100 total service employees: 

50 repair depots 500 in field support 

50 parts aepots 1300 field engineers 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

3-Com, Altos, Anadex, AT&T, Bell & Howell, Compaq, CDC, 

Data Products, Diablo, DEC, Dilog, Emulex, Epson, Esprit, 
Fujitsu, Hayes, HP, IBM, Iomega, Kennedy, Link, Mitac, 
Mitsubishi, NEC, Okidata, Plus Development, Quantum, Rodime, 
STC, Telex, Wyse 

Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 


Services provided: 
manufacturer warranty work 
preventive maintenance 
consulting 

installation/relocation 
refurbishment 
equipment sale/lease 


remedial maintenance 
ECO/FCO (change orders) 
training 

fourth-party maintenance 
conversion/upgrade 


O 1990 by INPUT. Reproduction Prohibited. 


FTVA 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


TRW CUSTOMER SERVICE DIVISION 
15 Law Drive 
Fairfield, NJ 07007 
(201)575-7110 

(continued) 


Business Base 

Service business is: 

75% contract based 
10% hourly per-call 
15% flat fee/incident 

Support is delivered: 

80% on site 

5% remote support services 
10% repair depot/carry-in 
5% by other means 


Strategic Factors 

Industries targeted include: 
manufacturing 
medical 

banking/finance 
services 
state/local govt 


transportation 
distribution 
insurance 
federal govt 


FTVA 


C 1990 by INPUT. Reproduction Prohibited. 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


UNISYS 
PO Box 500 
Blue Bell, PA 19424 
(215) 542-4011 


G. R. Gazerwitz, President, Customer Services 
$35.0 million in 1988 TPM revenues 
Active 5 years in the TPM market 


The Company 

339 service locations: 9000 total service employees: 

64 repair depots 7200 field engineers 

1 parts depot 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

IBM, DEC, C.ltoh, Compaq, Dataproducts, Epson, Fujitsu, 

Genicom, Hayes, HP, Kennedy, Mannesman, Maxtor, Micropolis, 
Microscience, Miniscribe, NEC, Okidata, Panasonic, Paradyne, 

Plus, Princeton Graphics, Printronix, QMS, Seagate, 

Tallgrass, Toshiba, Wyse 

Products maintained: 
mainframes 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 

Services provided: 

manufacturer warranty work remedial maintenance 

preventive maintenance ECO/FCO (change orders) 

software maintenance consulting 

training installation/relocation 

refurbishment conversion/upgrade 


194 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


UNISYS 

PO Box 500 
Blue Bell, PA 19424 
(215) 542-4011 

(continued) 


Business Base 

Service business is: 
90% contract based 
10% hourly per-call 


Strategic Factors 

Industries targeted include: 
transportation 
distribution 
services 


medical 

banking/finance 


FTVA 


e 1990 by INPUT. Reproduction Prohibited. 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


UNITED COMPUTER SYSTEMS, INC. 

13206 Estrella Avenue D 
Gardena, CA 90248 
(213) 769-5704 


Robert Mowry, President 
Active 7 years in the TPM market 


The Company 


1 service location: 
1 repair depot 
1 parts depot 


11 total service employees: 
1 in service management 


2 in field support 
7 field engineers 
1 in administration 


Geographic coverage includes: 
the Southwest 
the Northwest 


Service Coverage 

Brands supported include: 

Concurrent, NCR, AT&T, DEC 

Products maintained: 
minicomputers 
microcomputers 
peripherals 

Services provided: 

remedial maintenance preventive maintenance 

software maintenance consulting 


training 

fourth-party maintenance 
equipment sale/lease 


installation/relocation 
conversion /upgrade 


(continued) 


196 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


UNITED COMPUTER SYSTEMS, INC. 

13206 Estrella Avenue D 
Gardena, CA 90248 
(213) 769-5704 

(continued) 


Business Base 

Service business is: 

85% contract based 
15% hourly per-call 

Support is delivered: 

90% on site 

5% remote support services 
5% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
state/local govt 


utilities 


FTVA 


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SERVICE VENDOR ANALYSIS — THIRD-PARTY MAINTENANCE VOL. II 


INPUT 


UNITED COMPUTER SYSTEMS, INC. 

10015 Old Columbia Rd. 

Building D-230 
Columbia, MD 21046 
(301)621-8500 


Lawrence Letlow, President 
$1.0 million in 1988 TPM revenues 
25% growth expected for 1989 
Active 3 years in the TPM market 


The Company 

1 sen/ice location: 14 total service employees: 

1 repair depot 3 in service management 

1 parts depot 3 in field support " 

6 field engineers 
2 in administration 


Geographic coverage includes: 
the Northeast 


Service Coverage 

Brands supported include: 

IBM, Epson, Okidata, NEC, AST, COMPAO, Zenith, HP 

Products maintained: 
microcomputers 
peripherals 
telecommunications 
LAN 
modem 

Services provided: 
manufacturer warranty work 
preventive maintenance 
consulting 
disaster recover 
fourth-party maintenance 
conversion/upgrade 
file conversion 


remedial maintenance 
software maintenance 
training 

installation /relocation 
refurbishment 
equipment sale/lease 


(continued) 


198 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


UNITED COMPUTER SYSTEMS, INC. 

10015 Old Columbia Rd. 

Building D-230 
Columbia, MD 21046 
(301) 621-8500 

(continued) 


Business Base 

Service business is: 

50% contract based 
50% hourly per-call 

Support is delivered: 

80% on site 

20% repair depot/carry-in 


Strategic Factors 


Industries targeted include: 
manufacturing 
utilities 
distribution 
services 
state/local govt 


transportation 
medical 
education 
federal govt 


Principal competition comes from Computerland, IBM. 


FTVA 


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199 


SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


URS INFORMATION SYSTEMS, INC. 

1 Pope St. 

Wakefield, MA 01880 
(617) 438-4300 


The Company 

400 service locations: 
1 repair depot 
3 parts depots 


Geographic coverage includes: 
the Northeast 


Service Coverage 

Brands supported include: 
IBM, Telex, Zenith 

Products maintained: 
microcomputers 
peripherals 
telecommunications 
front-end processors 

Sen/ices provided: 
remedial maintenance 
installation /relocation 
conversion/upgrade 


continued) 


Thomas G. McHugh, President 
$2.0 million in 1988 TPM revenues 
15% growth expected for 1989 
Active 20 years in the TPM market 


25 total service employees: 
1 in service management 
5 in field support ~ 

18 field engineers 
1 in administration 


preventive maintenance 
refurbishment 
equipment sale/lease 


200 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


URS INFORMATION SYSTEMS, INC. 
1 Pope St. 

Wakefield, MA 01880 
(617) 438-4300 

(continued) 


Business Base 


Service business is: 

85% contract based 
10% hourly per-call 
5% flat fee/incident 

Support is delivered: 

98% on site 

1% remote support services 
1% repair depot/carry-in 


Strategic Factors 
Industries targeted include: 


transportation 

medical 

banking/finance 


manufacturing 

utilities 

distribution 


services 

Principal competition comes from IBM. 

New offerings are to include service for PC Compatibles, 
DEC and Apple. 


FTVA 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


WESTERN UNION 

427 South La Salle 
Chicago, IL 60605 
(312) 435-1555 


Robert Aman, President 
$4.0 million in 1988 TPM revenues 
-15% growth expected for 1989 
Active 21 years in the TPM market 


The Company 


50 service locations: 
1 repair depot 
1 parts depot 


300 total service employees: 
15 in service management 


15 in field support 
240 field engineers 
30 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 

Brands supported include: 

IBM, Extel, American Datacom, Sears, Honeywell, 

General Electric 

Products maintained: 
minicomputers 
microcomputers 
peripherals 
telecommunications 
PBX 
modem 
multiplexor 

Services provided: 

manufacturer warranty work remedial maintenance 


preventive maintenance 
software maintenance 
installation / relocation 
refurbishment 
file conversion 


ECO/FCO (change orders) 
training 

fourth-party maintenance 
conversion/upgrade 


(continued) 


202 


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SERVICE VENDOR ANALYSIS— THIRD-PARTY MAINTENANCE VOL II 


INPUT 


WESTERN UNION 

427 South La Salle 
Chicago, IL 60605 
(312) 435-1555 

(continued) 


Business Base 

Service business is: 

75% contract based 
20% hourly per-call 
5% flat fee/incident 

Support is delivered: 

75% on site 

10% remote support services 
10% repair depot/carry-in 
5% by other means 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 
distribution 
insurance 
services 
state/local govt 

Principal competition comes 
Data Resources. 


transportation 

medical 

banking/finance 
education 
federal govt 
other 

IBM, TRW, RCA, Dow Jones, 


FTVA 


C 1990 by INPUT. Reproduction Prohibited. 


SERVICE VENDOR ANALYSIS — THIRO-PARTY MAINTENANCE VOL II 


INPUT 


XEROX CORP. 


Xerox Square 
Rochester, NY 14644 
(800) 832-6979 


David T. Kearns, CEO & Chairman 
Active 8 years in the TPM market 


The Company 


71 service locations: 
71 repair depots 
71 parts depots 


2000 total service employees: 
1 1 in sen/ice management 
20 in field support ' 

1952 field engineers 
17 in administration 


Geographic coverage includes: 
the Northeast 
the Southeast 
the Central states 
the Southwest 
the Northwest 
and non-continental US 


Service Coverage 
Brands supported include: 

IBM, Compaq, Panasonic, Hewlett-Packard, Okidata, Novell, 
3-Com, Epson, Apple, Dell, Okidata 

Products maintained: 
minicomputers 
superminis 
microcomputers 
peripherals 
telecommunications 
LAN 
PBX 
modem 
FAX 

multiplexor 
satellite earth stations 
front-end processors 

Services provided: 


manufacturer warranty work 
preventive maintenance 
software maintenance 
training 

fourth-party maintenance 
conversion/upgrade 


remedial maintenance 


ECO/FCO (change orders) 
consulting 


installation/relocation 

refurbishment 


equipment sale/lease 


(continued) 


204 


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SERVICE VENDOR ANALYSIS-THIRD-PARTY MAINTENANCE VOL II 


INPUT 


XEROX CORP. 

Xerox Square 
Rochester, NY 14644 
(800) 832-6979 

(continued) 


Business Base 

Service business is: 

80% cortract based 
10% hourly per-call 
10% fiat fee/incident 

Support is delivered: 

70% on site 

5% remote support services 
25% repair depot/carry-in 


Strategic Factors 

Industries targeted include: 
manufacturing 
utilities 

banking/finance 
education 
federal govt 
other 


transportation 
distribution 
insurance 
services 
state/local govt 


New offerings are to include network software support, 
customer training. 


FTVA 


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FTVA 



Report Quality Evaluation 


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‘Tfianl<i < y'ou. 

1. Report title: Service Vendor Analysis — Third-Party Maintenance Vol. II (FTVA) 

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