A few weeks ago, I outlined the business case for developing a Product-as-a-Service aftermarket strategy. What that strategy looks like in practice depends on a few factors:
These considerations largely determine whether you choose to deliver product-dependent or product-related services.
In a product-dependent service transaction, you, as the manufacturer, assumes full responsibility for a product’s maintenance after a customer buys it. Contractually, you may be obligated to deliver certain uptime rates, such as 95%. If you fail to do so, you have to pay penalties to your customers.
Analyze your customer’s operating environment, and then develop a maintenance plan that minimizes product degradation. Afterward, ensure your spare parts logistics team is capable of supporting that maintenance plan. Assess how that department forecasts spare parts demand and plans stock accordingly.
You should implement a product-dependent aftermarket strategy if:
Product-related services involve assessing customers’ operational objectives and then choosing products to help them meet those goals.
For example, not all construction projects are the same. Some endeavors may warrant different equipment than others. Suppose you're a heavy equipment manufacturer engaged in a product-related service agreement with a contractor. A part of satisfying the terms of that SLA involves analyzing the contractor's project plans and choosing specific products to help the company complete the work.
The manufacturer will also assess how the project will impact each product’s performance and develop a maintenance strategy to minimize the associated duress. Contracts usually specify that the manufacturer is responsible for all maintenance activities for the duration of the project.
You should implement a product-related aftermarket strategy if:
One thing to keep in mind: Customer trust plays a huge part in all of this.
A manufacturer may have more confidence in your ability to select, install, service, and even operate equipment across their factories than they do their own staff. Earning this trust obviously doesn’t happen overnight. But if you prove your ability to optimize product performance, then a customer may be more open to the idea of product-related services.
PTC conducted research in tandem with IDC about what sort of Product-as-a-Service offerings manufacturers are developing. You can dive into the studies below to discover more: