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- increasing product complexity
- increasing percentage of field upgradeable products
- increasing trends to use contracted engineering, bookkeeping,...
- increasing level of interaction between products from multiple vendors
- increasing customer expectations
- increasing international competition for jobs, customers, ...
Service Planning and Control
- Warranty Cost
- Mean Time to Failure
- Mean Time to Repair
- Mean Cost to Repair
- Service Cost Distribution
- Percent of Successful First Failure Diagnoses/Repairs
Service Organization
Service Functions
- warranty provisioning
- installation
- product use training
- repair/replacement
- depot
- distributor
- factory
- field
- field upgrade
- field reliability assessment
- as-maintained configuration management
- validation facilities
- integration consultation
Additional References
- Babcock, D.L. Managing Engineering and Technology, 2nd ed., Prentice Hall, Upper Saddle River, 1996.
- De Bono, E., Sur/petition: Creating Value Monopolies when Everyone Else is Merely Competing, HarperCollins, New York, 1992.
- Glos, R.E, Steade, R.D., Lowry, J.R., Business: Its Nature and Environment - An Introduction, 8th ed., South-Western, Cincinnati, 1976.
- Zeithaml, V.A., Parasuraman, A., Berry, L.L., Delivering Quality Service: Balancing Customer Perceptions and Expectations, Free Press, New York, 1990.