You may have already installed a great parts replenishment process and truck stock program, but there are still going to be times when you don’t have the right part in the right location to complete the service call.
So now what?
You have some options:
1. Order a part to the office.
Reschedule the call with the same tech for another day after it arrives.
2. Go and get the part.
The tech leaves the site and travels to a local wholesaler, returning to complete the job the same day.
3. Order the part for delivery to the customer’s home.
The proof of delivery triggers ordering a new part and the ‘best available’ tech for the job is scheduled, knowing the part waits for them onsite.
We often see customer-centric technicians and companies making the decision to drive and get a part in the middle of a call. That may be a great outcome for that one customer, but the cost of using a technician as a courier and the lost productivity can really add up.
The option you choose and the parameters that you use to make that decision vary with the details of your business. The weight of the parts, distance to wholesalers or OEM suppliers, timelines, reliability of delivery times, technician cross-training, etc. are all factors that must be considered.
Invest in a strong Analyst to complete the study and make the optimal decisions for your team. You may find that paying to ship a part, even on demand, is far less costly than sending a skilled technician to do the work of a courier.
Is your parts process managed in the best interest of the customer and the company? Are your technicians equipped to make the optimal sourcing decision?
Share your experiences online and learn more about field service transformation with Chapman Management Solutions at www.chapmansolutions.ca.
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