Spec 2000: Industry Metrics (Ch. 13), Revision 2014.1

Description

This specification defines a number of standard process performance metrics, beginning with six common business processes which are reliability, repair process, parts delivery process, technical issue resolution, product support data and warranty process. The definitions and data described in the chapter allow trading partners to measure each other's performance using consistent definitions of terms, allowing companies to improve processes in a more consistent manner. The specification is maintained by the Product Support Management Working Group and the Reliability Working Group (Section 13-2 only).

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