Aeroconsult – Experience, Insight, Credibility & Innovation

PRODUCT SUPPORT ORGANIZATION

There is no question, that designing a fully-functional product support organization can be highly complex, particularly in legacy organizations with big complicated product portfolios.

Product support organization-design will normally involve considerations for a number of internal and external processes, for instance :

• Customer order processing
• Inventory planning
• Lead time management
• Transportation management
• Warehouse operations
• Spare parts procurement
• Provisions for 24/7/365 AOG support
• Repair processes
• Warranty processing
• Price list maintenance
• Management of subcontractors or –suppliers

What we have learned over the years, is that the key to a professional product support system and organization comes down to two critical issues :

• Absolute process clarity and simplification
• 100% clear internal service level agreements

There is just no way around it. If you have a highly complex setup with lots of ”off-system” processes, for instance if customer service staff has to check for products availability or order delivery status manually in the manufacturing MRP system, it will be difficult to meet customer expectations.

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