Product Support Analysis and Planning

Perform early supportability analysis and feedback leveraging product design data. Continually optimize recommended service programs based on predicted reliability and historical product performance analysis.

Best Practices: Key Product Support Analysis and Planning Process Improvements Enabled by PTC Capabilities

Product Support Analysis and Planning: Best Practices
  • Integrated service programs: Define overall service programs that manage and associate all supporting service tasks, preventive maintenance schedules, warranty and contract policies, serviceable parts, technical Information, and training materials.
  • Digital serviceability simulation and feedback: Simulate service activities using 3D design information for early identification of serviceability issues and service skills/time requirements.
  • Symptom-based interactive diagnostics: Develop interactive diagnostic procedures using predictive fault tree and historical equipment failure analysis information. Integrate interactive diagnostics with on-board equipment software to enable machine-to-machine (M2M) troubleshooting/simulation to improve root-cause failure identification.
  • Standardized warranty and contract policies, coverage, and business rules: Define standard warranty and contract policies, coverage, and business rules across similar product lines to simplify and automate downstream claims processing, validation and resolution.
  • Initial provisioning: Use advanced forecasting techniques and optimization methods to stage service parts inventory for newly released products.
  • Applicability-based software management: Manage embedded software updates based on equipment configurations, cross-system compatibility and serial number effectivity.
  • Structured maintenance and service contract schedules: Create structured maintenance and service schedules using reusable service tasks to enable on-demand assembly of service recommendations and required resources. Optimize plans based on reliability and maintainability analysis results and historical field performance knowledge.
  • Integrated change management: Intelligently link service information to product designs and engineering change processes to streamline change propagation and service information updates.