CIMdata PLM Industry Summary Online Archive
1 October 2008
CIMdata News
Leveraging After-Sales Service for Competitive Advantage
By Ed Miller, published in Manufacturing Business Technology
Improvements in reliability, maintainability, safety, and maintenance can by initiated by service personnel based on their experience with the products in actual use.
PLM is a foundation for Maintenance and Repair Operations (MRO) solutions that enable companies to provide support centers for maintaining and updating product documentation; maintenance manuals, records, and histories; and as-built through as-maintained configurations for products and systems of multiple companies. Such shared or outsourced logistics and maintenance services reduce maintenance costs by sharing both infrastructure and inventory costs across a larger customer base.
Managing warranty programs to control costs and improve service response is prompting companies to more fully integrate these activities within an overall PLM environment. Information concerning how a product and its components may be disposed when they reach the end of useful life also can be maintained within the PLM environment.
In this way, after-sales service is an important element in the broadening umbrella of PLM, and an integral part of the product definition life cycle, utilizing current information for maximum efficiency and effectively providing knowledge regarding customer requirements and serviceability for new products. Undoubtedly, such PLM initiatives will take on ever greater significance as a growing number of companies recognize that, in terms of competitive differentiation, they may live or die depending on how effectively they perform after-sales services. PLM can be the key that enables them to do so effectively.
________________________________________
Ed Miller is president of CIMdata Inc. (1-734-668-9922), an independent worldwide firm providing strategic consulting to maximize an enterprise's ability to design and deliver innovative products and services through the application of PLM strategies. CIMdata works with both industrial organizations and suppliers of PLM-related technologies and services. The company conducts research, provides subscription services, produces commercial publications, and offers industry education.
Become a member of the CIMdata PLM Community to receive your daily PLM news and much more.
Tell us what you think of the CIMdata Newsletter. Send your feedback.
CIMdata is committed to your privacy. Your personal information will never be sold or shared outside of CIMdata without your express permission.