02 — Capability · BC-450.40
Field & Technical Support
Resolve the problems that need deep expertise or a visit — diagnose technical faults, dispatch technicians, and handle repairs and warranty claims — and feed what is learned back to the product.
- Technical Support
- Field Service
- Warranty Service
In scope
- Specialist technical troubleshooting
- Scheduling and dispatch of field technicians
- Repair and warranty claim handling
- Defect feedback to product teams
Out of scope
- Service parts inventory and distribution (see BC-1180)
- Product quality root-cause programs (see BC-550)
Realized by · 2
Used in · 0
- Not yet placed on a value stream.
Build it · 0
- Nothing in the library points here yet.
Decomposes into · 4
- BC-450.40.10Technical TroubleshootingReproduce, isolate and resolve technical faults beyond the first line, and document the fix so the next occurrence is routine.
- BC-450.40.20Field Service DispatchSchedule and dispatch technicians with the right skills and parts to the customer site, and track the visit through to completion.
- BC-450.40.30Repair & Warranty HandlingValidate warranty claims, arrange repair or replacement under the applicable terms, and record the cost and cause of each claim.
- BC-450.40.40Defect FeedbackAggregate recurring faults and workarounds into evidence product and quality teams can act on, with volumes and customer impact attached.