Abstract

This IDC study describes the IDC MaturityScape for SPM within the manufacturing industry. IDC developed the SPM maturity model to aid manufacturers define and assess their current service parts operations, processes, and capabilities in delivering support to ultimately attain a level of maturity with regard to service execution and resolution as a result of effectively managing service parts across the service supply chain. This study's intended audience is senior-level and business-focused service executives, CIOs, and CXOs responsible for the planning, execution, and delivery of service parts to support equipment, assets, and product issue resolution. This study will be followed by the IDC MaturityScape Benchmark for service parts management in manufacturing. The benchmark will consist of a quantitative assessment of the current maturity of manufacturers based on end-user survey data.

"Customer value must come from more than just the product, which is purchased at a single point in time. The service experience should play a critical role in building customers for life, but it has to be viewed strategically and as a key differentiator," said Aly Pinder Jr., program director, Service Innovation and Connected Products, IDC Manufacturing Insights. "The next frontier for manufacturers to take advantage of within the service experience is the service parts operation. Service parts are key to an organization's ability to resolve an issue on a first visit, delivering the type of experience a customer is willing to come back for time and time again. Failure is no longer an option, and service parts management is the path to success."

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