6.3 - Service products after sales
PCF ID: 12658 | Elements: 38 | Metrics Available: Y | Benchmarkable: 4
Definition
Assigning post-sales policies and paying claims on purchased products. This is a process that is an administrative function focused on creating rules (claim codes). This group ensures that claims are valid and are processed quickly. As well as to quickly determine responsibility for claim settlement.
Overview
This process group covers service products after sales within the broader context of Manage Customer Service.
Process Hierarchy
Processes
| ID | Process | PCF ID | Sub-elements | Metrics |
|---|---|---|---|---|
| 6.3.1 | Register products | 20605 | 0 | N |
| 6.3.2 | Process warranty claims | 12669 | 15 | Y |
| 6.3.3 | Manage supplier recovery | 20106 | 2 | N |
| 6.3.4 | Service products | 10218 | 16 | Y |
6.3.1 - Register products
PCF ID: 20605
Definition: Filing product registrations.
6.3.2 - Process warranty claims
PCF ID: 12669
Definition: Identifying, investigating, and processes warranty claims. This process includes: receipt and validation of a warranty claim; definition and diagnosis /root cause analysis of an issue and recommendation for corrective action; the determination of responsibility for settlement of the claim; the transaction being approved or denied; and the originator being notified and payment authorized. In the case of a recurring event, further investigation (definition and diagnosis or root cause analysis) is performed, and a recommendation for corrective action is made and implemented in production/design. It ends when the claim is closed.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 6.3.2.1 | Receive warranty claim | 20096 | 0 | N |
| 6.3.2.2 | Validate warranty claim | 12671 | 0 | N |
| 6.3.2.3 | Investigate warranty issues | 20097 | 5 | N |
| 6.3.2.4 | Determine responsible party | 20101 | 0 | N |
| 6.3.2.5 | Manage pre-authorizations | 20102 | 0 | N |
| 6.3.2.6 | Approve or reject warranty claim | 12668 | 0 | N |
| 6.3.2.7 | Notify originator of approve/reject decision | 20103 | 0 | N |
| 6.3.2.8 | Authorize payment | 20104 | 0 | N |
| 6.3.2.9 | Close claim | 20105 | 0 | N |
| 6.3.2.10 | Reconcile warranty transaction disposition | 12667 | 0 | N |
6.3.2.1 - Receive warranty claim
Definition: Receiving incoming warranty claims. Route claim to correct department. Document claim.
6.3.2.2 - Validate warranty claim
Definition: Ensuring that the claim falls within the parameters of the warranty in question. After validation is made, the claim must be investigated.
6.3.2.3 - Investigate warranty issues (5 tasks)
Definition: Executing investigational and analysis of warranty claims. This involves notification and definition of a warranty issue, includes the scheduling of a field service agent to perform further investigation; the request and receipt of defective parts; and diagnosis/root cause analysis. This concludes with the receipt of the result and recommendation for corrective action.
| ID | Task | PCF ID | Definition |
|---|---|---|---|
| 6.3.2.3.1 | Define issue | 20098 | Defining the issue of the claim. The warranty team will look into the issue and ... |
| 6.3.2.3.2 | Schedule field service | 12677 | Scheduling additional investigative field service. This is performed for high pr... |
| 6.3.2.3.3 | Request and receive defective part | 12678 | Requesting receipt of a defective part for further investigation. |
| 6.3.2.3.4 | Investigate issue/perform root cause analysis | 20099 | Investigating claims by an appropriate functional representative. Once the issue... |
| 6.3.2.3.5 | Receive investigation result/recommendation for co... | 20100 | Receiving investigative results to assess claim approval or denial. The warranty... |
6.3.2.4 - Determine responsible party
Definition: Identifying responsible party for a claim. There is no negotiation with the supplier at this point. There can be multiple warranties applicable to the same part: a new part warranty, a new product warranty (for the product the part is installed on), and a supplier warranty from the company that last repaired the part. The information required for this decision would be the output of Receive component/part and analyze fault [19728]."
6.3.2.5 - Manage pre-authorizations
Definition: Authorizing claims prior to submittal.
6.3.2.6 - Approve or reject warranty claim
Definition: Following Defining issue [20098], an approval or rejection with be made against the warranty claim. If it is deemed that the claim falls within the warranty parameters, the claim will be approved. If the claim is deemed to fall outside warranty parameters, the claim with be rejected.
6.3.2.7 - Notify originator of approve/reject decision
Definition: Contacting the originator of whether the warranty claim has been approved or rejected.
6.3.2.8 - Authorize payment
Definition: Allowing for a payment to be made to the claimant.
6.3.2.9 - Close claim
Definition: Archiving and closing the warranty claim after a final decision has been made to either approve or reject.
6.3.2.10 - Reconcile warranty transaction disposition
Definition: Assuring that the warranty transaction has been completed.
6.3.3 - Manage supplier recovery
PCF ID: 20106
Definition: Managing the recovery of costs from suppliers for individual claims.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 6.3.3.1 | Create supplier recovery claims | 20107 | 0 | N |
| 6.3.3.2 | Negotiate recoveries with suppliers | 20108 | 0 | N |
6.3.3.1 - Create supplier recovery claims
Definition: Raising a supplier recovery claim. This is based off the decision made in Receive investigation result/recommendation for corrective action [20100].
6.3.3.2 - Negotiate recoveries with suppliers
Definition: Arranging the returns of recalled products to suppliers.
6.3.4 - Service products
PCF ID: 10218
Definition: Validating specific service requirements for individual customers. Determine and schedule resource to fulfill these requirements. Provide service to specific individual customers. Ensure the quality of service delivery.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 6.3.4.1 | Confirm specific service requirements for individual customer | 10320 | 3 | N |
| 6.3.4.2 | Identify and schedule resources to meet service requirements | 10321 | 2 | N |
| 6.3.4.3 | Provide service to specific customers | 10322 | 3 | N |
| 6.3.4.4 | Ensure quality of service | 10323 | 4 | N |
6.3.4.1 - Confirm specific service requirements for individual customer (3 tasks)
Definition: Acquiring or soliciting information about specific service requirements for individual customers through the customer service function. Obtain information about customer specific requests, process these requests, and create customer profiles to generate a service order.
| ID | Task | PCF ID | Definition |
|---|---|---|---|
| 6.3.4.1.1 | Process customer request | 10324 | Soliciting or acquiring information using various sources such as databases, cus... |
| 6.3.4.1.2 | Create customer profile | 10325 | Documenting the individual customer service requirements solicited, along with p... |
| 6.3.4.1.3 | Generate service order | 10326 | Designing a short-term agreement between the service provider and customer. One-... |
6.3.4.2 - Identify and schedule resources to meet service requirements (2 tasks)
Definition: Determining and scheduling the resources required to fulfill customer service requirements. Create a detailed schedule about the service orders and development of these service orders.
| ID | Task | PCF ID | Definition |
|---|---|---|---|
| 6.3.4.2.1 | Create resourcing plan and schedule | 10327 | Developing a plan for sourcing and deploying the resources required to fulfill c... |
| 6.3.4.2.2 | Create service order fulfillment schedule | 10328 | Designing a detailed summary of customer service order requirements, along with ... |
6.3.4.3 - Provide service to specific customers (3 tasks)
Definition: Dispatching resources for managing and fulfilling daily service requirements. Manage the progress of order fulfillment. Complete order blocks.
| ID | Task | PCF ID | Definition |
|---|---|---|---|
| 6.3.4.3.1 | Organize daily service order fulfillment schedule | 10330 | Laying out a daily plan of specific service orders that need to be fulfilled. Do... |
| 6.3.4.3.2 | Execute product repair | 10331 | Dispatching and delivering the resources needed for the specific service require... |
| 6.3.4.3.3 | Manage service order fulfillment | 10332 | Handling and managing orders fulfilled, along with the orders are not or partial... |
6.3.4.4 - Ensure quality of service (4 tasks)
Definition: Guaranteeing the quality of service provided to customers. Identify the successful and unsuccessful orders along with the service failures. Collect customer feedback. Process the feedback to ensure the quality of service in the future.
| ID | Task | PCF ID | Definition |
|---|---|---|---|
| 6.3.4.4.1 | Identify completed service orders for feedback | 10334 | Determining the service orders that have been successfully delivered. Identify t... |
| 6.3.4.4.2 | Identify incomplete service orders and service fai... | 10335 | Determining orders which have not been completed or delivered. Identify the serv... |
| 6.3.4.4.3 | Solicit customer feedback on services delivered | 10336 | Obtaining and procuring customer reviews or feedback on the services delivered. ... |
| 6.3.4.4.4 | Process customer feedback on services delivered | 10337 | Assessing and incorporating customer reviews/feedback into the service plan to e... |
Change Summary (v7.2.1 vs v6.1.1)
Changes indicated by:
+XXXXX- New element added-XXXXX- Element removedcXXXXX- Element changedNEW- Newly introduced
Complete Element List with Definitions
All 38 elements
| ID | Name | Definition |
|---|---|---|
| 6.3 | Service products after sales | Assigning post-sales policies and paying claims on purchased products. This is a process that is an... |
| 6.3.1 | Register products | Filing product registrations. |
| 6.3.2 | Process warranty claims | Identifying, investigating, and processes warranty claims. This process includes: receipt and valida... |
| 6.3.2.1 | Receive warranty claim | Receiving incoming warranty claims. Route claim to correct department. Document claim. |
| 6.3.2.2 | Validate warranty claim | Ensuring that the claim falls within the parameters of the warranty in question. After validation is... |
| 6.3.2.3 | Investigate warranty issues | Executing investigational and analysis of warranty claims. This involves notification and definition... |
| 6.3.2.3.1 | Define issue | Defining the issue of the claim. The warranty team will look into the issue and understand whether i... |
| 6.3.2.3.2 | Schedule field service | Scheduling additional investigative field service. This is performed for high priority claims or cla... |
| 6.3.2.3.3 | Request and receive defective part | Requesting receipt of a defective part for further investigation. |
| 6.3.2.3.4 | Investigate issue/perform root cause ana... | Investigating claims by an appropriate functional representative. Once the issue has been clearly de... |
| 6.3.2.3.5 | Receive investigation result/recommendat... | Receiving investigative results to assess claim approval or denial. The warranty team will assess th... |
| 6.3.2.4 | Determine responsible party | Identifying responsible party for a claim. There is no negotiation with the supplier at this point. ... |
| 6.3.2.5 | Manage pre-authorizations | Authorizing claims prior to submittal. |
| 6.3.2.6 | Approve or reject warranty claim | Following Defining issue [20098], an approval or rejection with be made against the warranty claim. ... |
| 6.3.2.7 | Notify originator of approve/reject deci... | Contacting the originator of whether the warranty claim has been approved or rejected. |
| 6.3.2.8 | Authorize payment | Allowing for a payment to be made to the claimant. |
| 6.3.2.9 | Close claim | Archiving and closing the warranty claim after a final decision has been made to either approve or r... |
| 6.3.2.10 | Reconcile warranty transaction dispositi... | Assuring that the warranty transaction has been completed. |
| 6.3.3 | Manage supplier recovery | Managing the recovery of costs from suppliers for individual claims. |
| 6.3.3.1 | Create supplier recovery claims | Raising a supplier recovery claim. This is based off the decision made in Receive investigation resu... |
| 6.3.3.2 | Negotiate recoveries with suppliers | Arranging the returns of recalled products to suppliers. |
| 6.3.4 | Service products | Validating specific service requirements for individual customers. Determine and schedule resource t... |
| 6.3.4.1 | Confirm specific service requirements fo... | Acquiring or soliciting information about specific service requirements for individual customers thr... |
| 6.3.4.1.1 | Process customer request | Soliciting or acquiring information using various sources such as databases, customer interactions, ... |
| 6.3.4.1.2 | Create customer profile | Documenting the individual customer service requirements solicited, along with personal information ... |
| 6.3.4.1.3 | Generate service order | Designing a short-term agreement between the service provider and customer. One-time services are or... |
| 6.3.4.2 | Identify and schedule resources to meet ... | Determining and scheduling the resources required to fulfill customer service requirements. Create a... |
| 6.3.4.2.1 | Create resourcing plan and schedule | Developing a plan for sourcing and deploying the resources required to fulfill customer service need... |
| 6.3.4.2.2 | Create service order fulfillment schedul... | Designing a detailed summary of customer service order requirements, along with information concerni... |
| 6.3.4.3 | Provide service to specific customers | Dispatching resources for managing and fulfilling daily service requirements. Manage the progress of... |
| 6.3.4.3.1 | Organize daily service order fulfillment... | Laying out a daily plan of specific service orders that need to be fulfilled. Document and systemati... |
| 6.3.4.3.2 | Execute product repair | Dispatching and delivering the resources needed for the specific service requirements from the sourc... |
| 6.3.4.3.3 | Manage service order fulfillment | Handling and managing orders fulfilled, along with the orders are not or partially fulfilled to trac... |
| 6.3.4.4 | Ensure quality of service | Guaranteeing the quality of service provided to customers. Identify the successful and unsuccessful ... |
| 6.3.4.4.1 | Identify completed service orders for fe... | Determining the service orders that have been successfully delivered. Identify the service orders co... |
| 6.3.4.4.2 | Identify incomplete service orders and s... | Determining orders which have not been completed or delivered. Identify the service orders that are ... |
| 6.3.4.4.3 | Solicit customer feedback on services de... | Obtaining and procuring customer reviews or feedback on the services delivered. Design a customer fe... |
| 6.3.4.4.4 | Process customer feedback on services de... | Assessing and incorporating customer reviews/feedback into the service plan to ensure high quality o... |
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