Managing complexity of maintenance services

A success story of Service Blueprinting.

Services that include logistics aspects require extra detail to managing all possible events.

Equipment suppliers often provide repair and maintenance services within, and beyond the warranty period. Such was the case with this equipment manufacturer providing different options to customers wanting to periodically maintain a mechanical product.

Market research revealed that customers were open to four different paths to a regularly-maintained product. Driving service complexity high, research also revealed that all four of them need to have the same availability. This needed to be true depending on each customer's situation, which ranged from maintaining the product by themselves, to having a sales representative pick up the product flexibly.

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