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PLM Framework
SUPPORT - Service & Sustain
The release of a product may be the end of the development cycle, but it’s only the beginning in terms of the customer’s user experience. For the people who develop, deliver and support those products, it’s essential to consider the user experience in every phase of the product lifecycle.
Within your company, you have a tremendous source of customer information – the service people who maintain and support the product. By interacting daily with your products and customers, your service organisation is the authority on your products’ performance. This front-line knowledge is incredibly valuable, but in most companies, it goes largely untapped.
Likewise, service management and field personnel are largely isolated from the insight of the engineers who designed the products. Quick, efficient and quality service – along with reduced turnaround time and service costs – require detailed knowledge of product configurations, designs, specifications, and integrated processes. To earn high marks of customer satisfaction, service personnel must gain access to the information typically locked up in product engineering and manufacturing information systems.
The gap between engineering and service organisations is huge. Different people, different processes, different work locations, different work cultures. But the one thing both organisations have in common is their knowledge of the product.
Applied cPLM Solutions optimises in-service product performance by providing the knowledge management and collaboration environment for maintenance information management, maintenance planning, and field service, resulting in significant benefits including.
- Increased customer satisfaction and reduced cost-of-maintenance by designing for maintainability.
- Re-used and leveraged maintenance knowledge in product improvement and new product initiatives.
- Increased service process efficiency and reduced overhead costs of service.
Follow the PLM process
Planning - Defining - Building - Supporting - Managing & Collaborating
