Because of the critical nature of our customers' applications our support services are structured to help you maintain a smooth operating environment. This encompasses everything from monitoring essential business metrics to providing product life cycle management and spares pool management services.
Support Process:
Quarterly Business Review
- Implementing a Quarterly Business Review (QBR) for each customer program increases overall productivity by clearly establishing and measuring the key objectives. A typical QBR reviews priority topics such as shipment history, forecast accuracy, on-time delivery, quality metrics, End-of-Life (EOL) and additional product life cycle items, RMA history, and any sustained engineering issues.
Advantage: Clear analysis of accountabilities and performance.
End-of-Life Surveillance
- When implementing a solution with off-the-shelf technology managing the EOL process is an essential core capability. In order to keep production flowing and avoid fire drills our program managers constantly monitor supplier roadmaps and ensure adherence to our strict notification policy.
Advantage: - Smooth transition to most current technology.
Sustained Engineering
- When a customers' existing product requires modification because of a requirements change or part obsolescence, we provide sustained engineering services to support the effort. We can tailor this effort around existing production requirements in order to avoid any gap in product flow.
Advantage: Flexibility to make product modifications and update design without affecting production.
RMA and Repair Depot
- By processing RMAs and serving as the repair depot for the system level platform we help keep our customer's operations lean while capturing critical quality data. A plan is developed to meet each customer's requirements based on targeted response times and field logistics strategy. We can also provide a "spare in the air" program that significantly reduces the chance of customer down time.
Advantage: Fast turn around of field failures and logging of key quality data.
Spares and Demo Pool Program
- For each customer's requirements we develop a spares program that matches their response time needs. Our unique demo pool management program supports customers who offer "try before you buy" demo systems to their end customer. We manage this demo pool by ensuring all units are of the latest revision and processing all demo unit requirements.
Advantage: Efficient handling of non-production inventory to facilitate customer service and sales functions.
