FactoryWhere the number lives / Service and field operations
Service and field operations
Your engineers live on the road, the same fault is solved from scratch every time, and the service record is treated as a cost line rather than a revenue instrument.
Visits per fault resolved. Agreed in writing, before anything is built.
What this looks like from the inside.
If three or more of these are true, there is almost certainly a number here worth chasing.
- 01The same fault is diagnosed from first principles by a different engineer every month.
- 02A second visit is needed because the right part was not on the first one.
- 03Warranty claims cluster in a pattern nobody has tabulated.
- 04Contract dates sit in the service system where sales never sees them.
- 05An engineer retires and takes the only working knowledge of a product line with him.
The number we would agree first.
Visits per fault resolved, or first-time fix rate, computed from service tickets on the resolved installed base. Excluded: preventive maintenance visits and installations.
It is the number your service head already argues about, and improving it releases both cost and capacity in the same move.
An installed base pull-through estimate from your own service records: units placed, consumables expected, consumables actually sold.
6 plays that move it.
Each is built from the same nine patterns and reads the same memory. The first is priced as a pilot. Every one after it runs on a memory that already exists.
- ServiceService demand model
- ServiceService knowledge assistant
- ServiceWarranty pattern analysis
- ServiceUptime against contracted SLA
- ServiceField note structuring
- ServiceReplacement cycle model
A number in this function we have already moved.
Success story / Medical equipmentThey had sold the instruments and stopped earning from them.
The installed base existed complete only in a service engineer's spreadsheet, and contract renewal dates lived somewhere sales never looked.
Read the success story