Kaidara has introduced the concept of Building Technical Service Intelligence. To executives using Kaidara, this allows them to answer the following questions: - What are my issues, and what are they costing me?
- How do I allocate my available resources to improve issues?
- How are my improvements progressing toward their expected benefits?
- For my underperforming improvements, what are the risks that are hindering them, and what actions do I take to regain my benefits?
Building Technical Service Intelligence with Kaidara enables your organization to iteratively discover and complete improvement opportunities according to your business priorities. Kaidara provides you with the structured service information necessary to pinpoint, prioritize and execute improvements across your Technical Service Supply Chain. That means, while using Kaidara to allow your service agents, customers and dealer-technicians to diagnose their problems, the structured information gathered from that process feeds back-end Kaidara segmentation analysis and workflows that follow through with improvements in the Service Supply chain. The key to Building Technical Service Intelligence is capturing and using problem-solving data to predict emerging product issues and concerns. While many Manufacturing Supply Chain solutions can enable the integration needed for manufacturing success, Kaidara has broken new ground by adding a knowledge component into the operational side of your Technical Service Supply Chain. How can break-fix data be used upstream within an organization? The usage reports generated by the Kaidara can provide information on a variety of product-related issues: - How often has a specific product issue been identified and used?
- How much does it cost, and what are the prices of the improvement options?
- What correlating structures in the issues are significant and may pinpoint a systemic issue? For example, many costly repairs result from a combination of Engine X and Transmission Y at high altitude when used for towing.
- Do the specific problems found reflect a lack of documentation or training or an inherent product design issue?
- Are there solutions covering all of the product lines and the structured areas within the user queries?
- Is the coverage in my knowledge base adequate to support self-service?
This type of information could have an impact on other departments such as Engineering, Product Management and Manufacturing. The principle of Building Technical Service Intelligence is that the knowledge and product information extracted from Kaidara can be used externally from the Technical Service center and become an integral part of the Service Supply Chain. To find out how Kaidara can help your operations leverage your technical service information, contact your local Kaidara sales rep or send us an email at
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