Process Reference Models - Industry Best Practices
What is After Sales and Services (ASS)?
he After-Sales-and-Services (ASS) domain describes the process of receiving and processing customer service requests including spare parts.
It includes the initial trigger for initiating a service request and the process of checking the type of service, and linkage to service/maintenance contracts, calculating prices and checking and confirming service delivery as well as the processing and shipping of spare parts.
We have structured the After-Sales-and-Service (ASS) scenarios in different clusters:
service sales,
service projects, and
customer returns.
Service sales
Service contract management and call-off
Sales of services
Repair center services processing
Maintenance and warranty processing
Spare parts delivery with a service contract
Service order and billing
Service contract monitoring
Recurring services
Service projects
Customer service projects
Customer returns
Customer complaints without returns
Customer complaints with returns
Customer returns of non-stock material
Customer return directly to supplier
