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    03 — Value stream · VS-310

    Service Request-to-Uptime

    Carry a machine-down call, alarm or due service from diagnosis through parts, technician visit and repair to a machine running again, with the warranty or contract settled and the failure fed back to engineering. Where Incident-to-Resolution (VS-10) restores an IT service, this restores equipment the customer owns.

    • Machine-Down Response
    • Aftermarket Service Lifecycle
    • Break-Fix (Equipment)
    // FIG. 03 · Stage flow
    1Log & Diagnose2Source the Parts3Dispatch & Repair4Confirm Uptime5Settle Warranty o…6Learn from the Fa…
    1. 01

      Log & Diagnose

      VS-310.10

      Record the request against the installed machine, check entitlement, and diagnose remotely or with the technical help desk.

    2. 02

      Source the Parts

      VS-310.20

      Identify the right part for the machine's configuration and ship it, from the nearest stock or as a machine-down emergency.

    3. 03

      Dispatch & Repair

      VS-310.30

      Schedule a technician with the right skills, repair on site and record what failed and what was replaced.

    4. 04

      Confirm Uptime

      VS-310.40

      Confirm the machine runs to specification with the customer and close the service visit.

    5. 05

      Settle Warranty or Contract

      VS-310.50

      Adjudicate the warranty claim or charge the contract or customer, return failed parts, and recover costs from suppliers where due.

    6. 06

      Learn from the Failure

      VS-310.60

      Analyze failure trends, issue service bulletins or campaigns, and feed design changes back to engineering.