02 — Capability · BC-1180.50
Field Service & Service Contracts
Deliver 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.
- Field Service Management
- Service Agreements
- Installed Base Service
In scope
- Service request handling, dispatch and scheduling
- On-site work execution and parts consumption
- Service contract design, sale and renewal
- Installed base record and equipment service history
Out of scope
- Dealer service capability standards (see BC-1170)
- Service revenue recognition and invoicing (see BC-250)
Decomposes into · 5
- BC-1180.50.10Service Dispatch & SchedulingAssign the right technician with the right parts and skills to each job, routed to meet the response the contract promised.
- BC-1180.50.20On-Site Service ExecutionPerform the work at the customer's site, record what was done and consumed, and leave the equipment running and the record updated.
- BC-1180.50.30Service Contract ManagementDesign, price, sell and renew maintenance and uptime agreements, and track entitlement so every job is billed or covered correctly.
- BC-1180.50.40Installed Base ManagementKeep a serial-level record of every unit in the field, who owns it, how it is configured and everything done to it since delivery.
- BC-1180.50.50Remote Monitoring & DiagnosticsUse data from connected equipment to detect faults, advise operators and schedule service before the customer notices anything is wrong.