Product Support
Keywords:
- Handbooks, Manuals
- Training (Operation, Maintenance, Overhaul)
- Spare Parts
- Technical Support
- Customer Service
Background Experience available at Novo Artifact Consulting:
- Implementation of efficiency improvement Projects for Product Support [10]
- Challenging the needs of spare part quantities to be provisioned (as a contribution to Program cost control) [21]
The numbers in brackets refer to positions as stated in the CV of Hans-H. Altfeld; it can be downloaded from this site under 'About me'
Typical PDCA Content:
PDCA: Plan – Do – Check – Act
- Generation of Product Support Plan (inc Handbooks, Manuals, Client Training for Operation, Maintenance, Overhaul, Spare Parts, Technical Support, Customer Service)
- Assessment of Spare Part needs by type and quantity
- Planning of Client Training Courses
- Processing of Product Support Plan Tasks
- Handbooks and Manuals: see ‘Program Documents’
- Creation of Client Training Courses
- Production, Availability and Logistics of Spare Parts
- Setup of Technical Support
- Setup of Customer Service
- Check on Progress of Product Support Plan Tasks
- Handbooks and Manuals: see ‘Program Documents’
- Check of Effectiveness of Client Training
- Check of Client Access to Spare Parts
- Check on Client’s Satisfaction on Technical Support and Customer Service (e.g. via survey)
- Action Management (Recovery on Product Support Plan Tasks)
- Handbooks and Manuals: see ‘Program Documents’
- Implementation of Improvements on Training, Spare Part Accessibility, Technical Support and Customer Service