Service delivery
Experience includes field service, maintenance, repair and overhaul, and service-network management. Review the way customer demand, available skills and service capacity come together.
Expertise
After-sales and service operations
Treat service capability as part of the customer relationship and the commercial model.
Operational performance
Focus on utilisation, work in progress, throughput, inventory and parts availability. Measures should help teams understand constraints and prioritise corrective action.
Commercial discipline
Connect service agreements, customer commitments and recurring revenue opportunities with the capability to deliver. Clear responsibilities and appropriate service measures support consistent execution.