Better Decisions. Better Products. Better results.

Product Service Decision

When should we repair, upgrade or replace a product already in use?
Service decisions balance customer needs, product performance and the cost of supporting the installed base.

How should we support and evolve our installed base?

  • Prepare

    • Understand product performance and field issues

    • Analyze failures, warranty and service data

    • Identify affected products and configurations

    • Assess customer, safety, cost and compliance impact

    • Evaluate service and corrective-action alternatives

  • Make

    • Should the product be repaired, replaced or upgraded?

    • Should a service bulletin or field action be issued?

    • Which products, configurations and installed units should be included?

    • What spare-parts and service requirements should apply?

    • Which corrective actions should be prioritized?

  • Execute

    • Release service instructions and bulletins

    • Provide the required parts, tools and information

    • Implement repairs, upgrades and field changes

    • Track affected products through completion

    • Feed field experience back into product development

  • Measure

    • Did the action reduce warranty and service costs?

    • Have repeat failures and related liabilities been reduced?

    • Was the field action completed within the approved cost?

    • Has the decision protected revenue or customer contracts?

    • Did the action reduce financial, safety or compliance exposure?

    • Is the installed base becoming more profitable to support?

  • Related standard and lifecycle processes

    • ISO 9001: Production and Service Provision; Post-Delivery Activities; Control of Nonconforming Outputs; Corrective Action

    • ISO 10007: Configuration Identification; Change Control; Configuration Status Accounting

Example

Service Bulletin

Prepare: Which products, configurations, serial numbers and customers are affected, and what are the safety, quality and cost implications?
Make: Should a service bulletin be issued, which products should be included, and what corrective action should be taken?
Execute: Release the bulletin, provide parts and instructions, and implement the corrective action across the affected installed base.
Measure: Was the bulletin completed across the affected installed base, and did it resolve the issue at the expected cost?

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