# After-Sales Service

*/Departments/After-Sales_Service*

## Neighborhood

### Parent

- [Automobile Manufacturer](/CompanyTypes/Automobile_Manufacturer) — parent · CompanyTypes

### Related (delivered by)

- [Enable and support after-sales installations and repairs i.e. vehicle service](/Processes/Enable_and_support_after-sales_installations_and_repairs_i.e._vehicle_service) — delivered by · Processes
- [Service products after sales](/Processes/Service_products_after_sales) — delivered by · Processes
- [Service parts](/Processes/Service_parts) — delivered by · Processes
- [Define warranty related offerings for customers e.g. service contract](/Processes/Define_warranty_related_offerings_for_customers_e.g._service_contract) — delivered by · Processes
- [Define warranty offering](/Processes/Define_warranty_offering) — delivered by · Processes
- [Define warranty claims](/Processes/Define_warranty_claims) — delivered by · Processes
- [Manage ongoing maintenance, repair and overhaul service contracts](/Processes/Manage_ongoing_maintenance,_repair_and_overhaul_service_contracts) — delivered by · Processes
- [Manage inventory after sale](/Processes/Manage_inventory_after_sale) — delivered by · Processes
- [Develop after-sales part and service plan](/Processes/Develop_after-sales_part_and_service_plan) — delivered by · Processes

### Processes it runs

- [Maintenance scheduling](/Processes/Maintenance_scheduling) — runs · Processes
- [Preventive Maintenance Interval Scheduling](/Processes/Preventive_Maintenance_Interval_Scheduling) — runs · Processes
- [Incident Resolution Management](/Processes/Incident_Resolution_Management) — runs · Processes
- [Resolve customer complaints](/Processes/Resolve_customer_complaints) — runs · Processes
- [Process warranty claims](/Processes/Process_warranty_claims) — runs · Processes
- [Administer Service Contracts](/Processes/Administer_Service_Contracts) — runs · Processes
- [Manage repair/refurbishment and return to customer/inventory](/Processes/Manage_repair%2Frefurbishment_and_return_to_customer%2Finventory) — runs · Processes
- [Aftermarket Parts Fulfillment](/Processes/Aftermarket_Parts_Fulfillment) — runs · Processes
- [Dispatching Field Service Orders](/Processes/Dispatching_Field_Service_Orders) — runs · Processes
- [Fulfill Spare Parts Orders](/Processes/Fulfill_Spare_Parts_Orders) — runs · Processes

### Measured by

- [Parts Fill Rate](/Metrics/Parts_Fill_Rate) — measured by · Metrics
- [Mean Time To Repair](/Metrics/Mean_Time_To_Repair) — measured by · Metrics
- [Service Customer Satisfaction Score](/Metrics/Service_Customer_Satisfaction_Score) — measured by · Metrics
- [Warranty Cost Per Unit](/Metrics/Warranty_Cost_Per_Unit) — measured by · Metrics
- [Customer Retention Rate](/Metrics/Customer_Retention_Rate) — measured by · Metrics
- [Service Response Time](/Metrics/Service_Response_Time) — measured by · Metrics
- [First-Time Fix Rate](/Metrics/First-Time_Fix_Rate) — measured by · Metrics

### Staff

- [After-Sales Service Manager](/JobTypes/After-Sales_Service_Manager) — staff · JobTypes
- [Service Desk Agent](/JobTypes/Service_Desk_Agent) — staff · JobTypes
- [Technical Support Engineer](/JobTypes/Technical_Support_Engineer) — staff · JobTypes
- [Service Dispatch Planner](/JobTypes/Service_Dispatch_Planner) — staff · JobTypes
- [Customer Support Representative](/JobTypes/Customer_Support_Representative) — staff · JobTypes
- [Spare Parts Coordinator](/JobTypes/Spare_Parts_Coordinator) — staff · JobTypes
- [Warranty Claims Administrator](/JobTypes/Warranty_Claims_Administrator) — staff · JobTypes
- [Field Service Technician](/JobTypes/Field_Service_Technician) — staff · JobTypes
- [Service Manager](/JobTypes/Service_Manager) — staff · JobTypes

### Part of

- [Equipment Manufacturer](/CompanyTypes/Equipment_Manufacturer) — part of · CompanyTypes
- [Automotive Dealership](/CompanyTypes/Automotive_Dealership) — part of · CompanyTypes
- [Consumer Electronics Company](/CompanyTypes/Consumer_Electronics_Company) — part of · CompanyTypes
- [Industrial Equipment Manufacturer](/CompanyTypes/Industrial_Equipment_Manufacturer) — part of · CompanyTypes

### Problems this exposes

- [ambiguous coverage terms mean the same claim can be adjudicated in or out of warranty, making the cost metric a function of adjudicator discretion not actual defect](/Problems/ambiguous_coverage_terms_mean_the_same_claim_can_be_adjudicated_in_or_out_of_warranty,_making_the_cost_metric_a_function_of_adjudicator_discretion_not_actual_defect) — exposes problem · Problems
- [warranty cost per unit charged to service even though recoverable component cost is left on the table because claims aren't rolled into supplier-recovery claims](/Problems/warranty_cost_per_unit_charged_to_service_even_though_recoverable_component_cost_is_left_on_the_table_because_claims_aren't_rolled_into_supplier-recovery_claims) — exposes problem · Problems
- [MTTR clock penalizes service for spare-part promise dates that actually depend on depot inventory and inbound POs outside its control](/Problems/MTTR_clock_penalizes_service_for_spare-part_promise_dates_that_actually_depend_on_depot_inventory_and_inbound_POs_outside_its_control) — exposes problem · Problems
- [FTF incentive pushes techs to log a borderline repair as fixed, so a same-fault recall return doesn't get attributed back to the first visit](/Problems/FTF_incentive_pushes_techs_to_log_a_borderline_repair_as_fixed,_so_a_same-fault_recall_return_doesn't_get_attributed_back_to_the_first_visit) — exposes problem · Problems
- [first-time-fix scored per technician but the miss is usually a wrong-part-on-truck dispatch decision, not the tech's diagnosis](/Problems/first-time-fix_scored_per_technician_but_the_miss_is_usually_a_wrong-part-on-truck_dispatch_decision,_not_the_tech's_diagnosis) — exposes problem · Problems
- [retention rate attributed to service though churn often turns on product quality and price decisions the department doesn't own](/Problems/retention_rate_attributed_to_service_though_churn_often_turns_on_product_quality_and_price_decisions_the_department_doesn't_own) — exposes problem · Problems
- [warranty claim data not aggregated into supplier-recovery claims, leaving recoverable component cost on the table](/Problems/warranty_claim_data_not_aggregated_into_supplier-recovery_claims,_leaving_recoverable_component_cost_on_the_table) — exposes problem · Problems
- [per-agreement service-contract profitability untracked, so loss-making SLAs renew automatically](/Problems/per-agreement_service-contract_profitability_untracked,_so_loss-making_SLAs_renew_automatically) — exposes problem · Problems
- [spare-parts order fulfillment promise dates decoupled from depot inventory and inbound POs](/Problems/spare-parts_order_fulfillment_promise_dates_decoupled_from_depot_inventory_and_inbound_POs) — exposes problem · Problems
- [preventive-maintenance scheduling competes with reactive break-fix for the same technician capacity](/Problems/preventive-maintenance_scheduling_competes_with_reactive_break-fix_for_the_same_technician_capacity) — exposes problem · Problems
- [service-contract entitlement and renewal status not surfaced at the point of incident logging](/Problems/service-contract_entitlement_and_renewal_status_not_surfaced_at_the_point_of_incident_logging) — exposes problem · Problems
- [first-time-fix rate untracked per technician and fault code](/Problems/first-time-fix_rate_untracked_per_technician_and_fault_code) — exposes problem · Problems
- [warranty claims adjudicated manually against ambiguous coverage terms](/Problems/warranty_claims_adjudicated_manually_against_ambiguous_coverage_terms) — exposes problem · Problems
- [service knowledge base stale, techs solve the same fault repeatedly from scratch](/Problems/service_knowledge_base_stale,_techs_solve_the_same_fault_repeatedly_from_scratch) — exposes problem · Problems
- [field-service dispatch routing static, not optimized to skills and parts on the truck](/Problems/field-service_dispatch_routing_static,_not_optimized_to_skills_and_parts_on_the_truck) — exposes problem · Problems
- [parts forecasting for service decoupled from the installed-base failure curve](/Problems/parts_forecasting_for_service_decoupled_from_the_installed-base_failure_curve) — exposes problem · Problems
- [Warranty Claim Adjudication Consistency](/Problems/Warranty_Claim_Adjudication_Consistency) — exposes problem · Problems