Value chain: Service

Many service departments complain about a lack of or late integration in the decision process in the company. This is in conflict with the generally increasing relevance of this subject in the company since on the one hand customer demands on service are steadily increasing (replacement part supply reliability) while on the other hand service often achieves a higher margin than business with new parts.
 
The service area of a company is subject to strong external pressure to ensure the shortest possible delivery times. In order to take these requirements into account, challenges must be recognised at an early stage and taken into consideration in the process organisation. Accordingly, when new markets are opened up there is often the idea that for the sale of insensitive new parts the respective replacement parts must also be insensitive. At the same time the service departments usually have direct contact with end customers, whereas with new parts often only dealers or distributors are known.
 
The following is an overview of the most important challenges which need to be taken into consideration in the area of service development:

• Customs: Minimise tax burden for repair orders
• Export controls: Service often provides real knowledge of the end customer and this leads to authorisation requirement for service performance
• Preferences: Comprehensive documentation of the goods flow and service performance is required.
• Procedural master data: Large scope of individual parts/components/technical assistance, etc.