02 — Capability · BC-1180
Aftermarket & Service Parts
Keep the products already in customers' hands working and earning for the manufacturer, through service parts, warranty, technical support, field service and the service contracts that follow the equipment through its life.
- Service Parts
- Aftersales
- Parts & Service
- Installed Base Support
In scope
- Service parts cataloging, forecasting, stocking and distribution
- Warranty policy administration, claims and supplier recovery
- Technical support, service documentation and field service for installed equipment
- Service contracts, upgrades and the installed base record that underpins all of it
Out of scope
- General customer service and contact handling (see BC-450)
- Enterprise inventory and warehousing operations shared with production (see BC-650)
- Designing services as part of the product offer (see BC-560)
Decomposes into · 5
- BC-1180.10Service Parts Planning & CatalogKnow which parts fit which product and serial range, forecast demand for parts whose sales depend on failure rather than fashion, and decide what to stock where across the service network.
- BC-1180.20Parts Distribution & Order FulfillmentGet the right part to the dealer, technician or customer at the speed the situation demands, from a stock order that can wait a week to a machine-down order that cannot wait a night.
- BC-1180.30Warranty AdministrationDefine what the manufacturer promises on each product, pay valid claims promptly, reject invalid ones with reasons, feed failures back to engineering and recover cost from the suppliers whose parts failed.
- BC-1180.40Technical Support & Service InformationGive technicians in the field and at dealers the diagnostics, procedures, bulletins and expert help they need to fix the product right the first time.
- BC-1180.50Field Service & Service ContractsDeliver installation, repair and planned maintenance at the customer's site, through the manufacturer's own technicians or its dealers, under the contracts that make service a predictable revenue line.