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.