Service Order Dispatching and Management Fields Service & Repairs

Opportunity  A revenue opportunity in its own right or as a supplement to sales in the shape of after-sales services  A recurring revenue stream with long-running service agreements  An ability to establish an improved customer relationship and satisfaction  A possibility to close the loop with production to support continuous product improvements and develop more competitive products 2

Service Management  Service agreements with clearly defined service tasks and covered service objects  Service level agreements with fixed response times  Service orders that serve both as a work description for the technicians and an information carrier for all revenue-generating transactions  Dispatch board that provides an overview of the activity level and allows load balancing  Repair lines that capture failure conditions, symptoms, diagnosis, and resolution

Dispatch Board 4

Performing Field Service & Repair  A service agreement is established to capture the recurring service tasks  Service orders are created and a field service technician is dispatched to perform the maintenance or repair  The field technician logs the repair conditions, symptoms, and resolution as well as consumption of materials, time, and expenses incurred  The service delivery manager approves the service order transactions and creates an invoice proposal 5

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