Service Blueprint - CLI -

Data Gathering Phase

Process: Condition Monitoring
Customer

Customer expects a Customer expects an

Standard
Defined

phone call (possible expert consultation on

face to face meeting) if problem, possible fix,
a critical issue is found and impact if machine is
and machine needs not shut down
shut down immediately
Evidence
Physical
Customer
Actions

Line of Interaction

If critical issue found on

Inspection, SOS or PL, PSSR/
Onstage

EMC contacts customer –

outside of Condition
Monitoring process

Yes
Backstage

Data is filtered based CMA has technical

Data arrives (SOS, PL, on dealer developed knowledge to determine if Determine
Prioritize alerts
Inspection) and machine parameters there is a critical alert No equipment to focus
See CM Guide for details
population See Guide for dealer (machine needs to be shut on first
shared practices down)
Support

SOS, PL and
Inspection data
 Service Blueprint - CLI -
Perform exception analysis
Process: Condition Monitoring
Customer

Standard
Defined

Hard Standard: Customer expects that CMA

attended the CAT Certified Interpretation Training
(see Guide for skills, competencies, training)
Evidence
Physical
Customer
Actions

Line of Interaction
Onstage

For alert, identify

Additional
Backstage

other pieces of
information is Course of action is
information to use to
needed to determine determined
determine course of
course of action
action

CM Analyst researches:
Repair history CM Analyst researches:
Support

Maintenance history -Other similar equipment in

Application and site customer(s) fleet for trends
PIP/PSP completion -Other similar equipment in
Inspection data dealer territory for trends
SOS Analysis
Service Blueprint - CLI -
Recommend Service
Process: Condition Monitoring
Customer

Standard

Hard Standard: Dealer Soft Standard: Dealer will let

Defined

provides feedback to customer customer know actions they Soft Standard: Hard Standard:
even if no recommendation can take to improve Interpretation is Dealer provides
(showing value of condition productivity and availability of accurate and reliable feedback to customer
monitoring) equipment on course of action
Evidence
Physical
Customer
Actions

Line of Interaction
Onstage

Revenue repair
Backstage

Consult with customer on machine operation/road

Course of action is conditions, etc.
PSSR evaluates
given to PSSR course of action
More trouble shooting is needed, technician needed

No recommendation, but call customer to update

Tag lead as
coming from
CM process
Support

PSSR knowledge Customer

Know your customer likes Reman
vs. New
Etc…..
Service Blueprint - CLI -
Lead Management
Process: Condition Monitoring
Soft Standard
Hard Standard: CM Customer expects an Soft Standard
report in customer hands Soft Standard: Customer
Customer

Take it slow
Standard

expert consultation on
Defined

Soft Standard within 48h of determining expects an easy to

problem, possible fix, Educate customer on why you
Customer expects a course of action understand quote
impact of not completing are calling, Don’t’ be pushy
trusted partner Critical alerts are containing price and
repair and if cost of Demonstrate you are looking
handled within 24h of out for the customer, not just estimated completion time
repair is close to value
receipt of equipment trying to sell something
Evidence
Physical

Face-to-face meeting with Equipment History

customer or phone call to Or documentation on
customer (depending on machine to Solution
customers preference) demonstrate (Quote)
CM report emailed to research has been
customer done
Customer
Actions

Customer asks
questions, discusses Customer makes
service options and decision on quote
requests quote

Line of Interaction
yes
PSSR emails customer CM
Onstage

report and meets with No

PSSR documents PSSR/Service Mgr.
customer to inform them of the
communication with Creates quote and
event and suggested service. Shop or Field Service
customer. Does Yes checks availability of
If PSSR knows something very process starts
customer want a parts and service
critical, will provide a before
quote? resources
and after quote. ISR email End CM
quote before call Process
No
Backstage

If PSSR does not hear

PSSR Close lead – no
from customer within 3 PSSR Close lead – no
opportunity – remails in
days, PSSR follows up opportunity – remains in
Lead Mgt system for DUIT
with customer to see if they CRM system End CM End CM
Coordinator review
would like a quote Process Process
Support

CRM
Equipment Maint. Review CRM
(system with equip history)