Parts Fill Rate measures the percentage of parts requests fulfilled immediately from available inventory. For manufacturing and automotive service leaders, it is a critical KPI influencing First Time Fix Rate, Mean Time to Repair, customer satisfaction, and ultimately service profitability and operational resilience.
KPI of the Month #6: Parts Fill Rate – The Hidden Driver of Service Performance Read More »
NPS was built to predict aggregate customer behavior, not to drive individual scorecards. When teams hound customers for higher scores, the number stops measuring satisfaction and starts measuring appeasement. This piece breaks down why the scale fails at the individual level, and what service teams can track instead.
The NPS Trap: When Measuring Satisfaction Hurts Service Read More »
FSM platforms get bought on what they promise in a demo, not on whether they fit your actual process complexity. This article traces a real implementation where that gap surfaced mid-project and lays out a pre/during/post framework for catching it before it costs you months and a vendor rebuild.
Why Great FSM Demos Create Bad Decisions Read More »
When a service leader spots a technician gap on the roster, the response is almost reflexive: open a requisition, raise
Most field service scheduling problems in complex industrial environments aren’t tool problems rather planning problems. This article explains why standard dispatch automation doesn’t transfer to multi-technician complex jobs, where the planning layer breaks down, and what organizations need to design before a job reaches the dispatch console.
Complex Field Service Scheduling: Why Planning Comes Before the Dispatch Console Read More »
AI in warranty operations is moving through three distinct levels – automation, AI agents, and autonomous warranty. Most organizations are at Level 1 or early Level 2. This practitioner roadmap explains what each level actually delivers, what separates automation from genuine AI, and what integration and data prerequisites determine how far you can go.
AI in Warranty Operations: From Automation to Agents to Autonomous Operations Read More »
OEM spare parts are the highest-margin lever in aftersales, and OEMs have leaned on them heavily for decades. But data shows that pricing has crossed a tipping point. This article examines what’s driving defection, why OEMs keep pulling the same lever anyway, and what a sustainable aftermarket revenue model actually looks like.
OEM Parts Pricing Strategy: When the Margin Lever Starts Working Against You Read More »
Despite years of digital transformation, manufacturers still struggle with installed base management. Explore the operational, organizational, and governance challenges behind fragmented asset data, and what successful organizations do differently.
Why Installed Base Management Still Fails in Manufacturing Read More »
Service contract complexity is quietly undermining aftersales revenue in industrial manufacturing. Too many contract types, overlapping entitlements, and no asset-level visibility make upselling impossible and customer experience inconsistent. Drawing on two real implementation cases, this article outlines how to design and maintain service contracts that work at scale.
Service Contract Management in Industrial Manufacturing: Managing Complexity at Scale Read More »
