Once a year, I visit our service vendor, Numeric Computer Systems (NCS) of Puerto Rico, to ensure that Intermec customers on the island get top quality service.

NCS is located in Guaynabo, in the middle of the business district. The island's first settlement, Caparra, was founded in the same area in 1508 by Juan Ponce de Leon.

This year, I thought that it would be helpful to give other Intermec team members a glimpse of the operations to which we outsource this business, and the employees that represent us.

NCS repairs Intermec equipment for Puerto Rican customers including Caribbean Snacks, Coca Cola of Puerto Rico, Ferrero Caribe, Frito Lay, Holsum Baking, Pan Pepin Baking, Puerto Rico Supplies I, Puerto Rico Supplies II, and Suiza Dairy.

These clients alone constitute approximately $260,000 in annual contract revenue. It's a popular arrangement, too, because servicing locally saves both Intermec and the customer shipping charges and import taxes.

NCS services Intermec mobile devices including the 4810, 4820, 6820; the PW40 printer line; the 4500, 602, 700, 6210, and the 6212 handheld devices. Currently, a Bronze Medallion contract guaranteeing five-day in-house repair time is offered.

NCS technicians use the same test procedures as Intermec technicians, except that they depend on low-cost test fixtures for the handhelds. Technician Gerry Cains has trained in Charlotte and Louisville, and has recently trained for 700-series handhelds.

Intermec customers have been very pleased with NCS repair quality. Beginning in January 2006, NCS performance is now reviewed each month and included with service Alliance performance objectives.

Coca Cola of Puerto Rico

While visiting NCS, I also visit several customers to let them know how much we appreciate their business. Coca Cola Bottlers of Puerto Rico was one that I chose to visit during this trip.

Coca Cola had been sending all of its equipment to the Charlotte and Louisville repair centers until Mike Walden introduced them to NCS.

Joyce Dancy was kind enough to talk to me about her responsibilities with route accounting for both Puerto Rico and Trinidad. Joyce is the Information Systems (IS) Director for Puerto Rico Bottlers, and oversees Intermec portable equipment for delivery routes.

Delivery for both Puerto Rico and Trinidad relies on some of our older portable equipment, including 4810 printers and 4500 handhelds.

Given the age of this equipment, maintaining these routes can prove more challenging than for other Coca Cola sites with newer equipment. Joyce explained to me the need to maintain this equipment, and we discussed a contact in Charlotte, N.C. where used equipment is available to help keep material costs low.

Pan Pepin of Puerto Rico

I also visited Pan Pepin Bakery. Puerto Rico has two main bakery companies - Pan Pepin and Holsum Bakeries. Both companies are valued Intermec customers that distribute on the island. Pan Pepin supplies 48 percent of Puerto Rico's bakery needs from three locations.

Anibal Rivera is Pan Pepin's Accounting and System Manager for both route accounting and the IS department. He is responsible for Intermec equipment used en route and at warehouses.

Once product arrives at shipping, Anibal has authority over its every step, form docks to customer. To handle these logistics, the company uses Intermec 6820 printers with 6812 handhelds for truck delivery, and a newly wireless system in the warehouse.