Maximized Product Uptime as an Industry Standard

This report examines the emerging standard of maximized product uptime in after-sales service. It outlines the significant disruption occurring in various industries due to changing customer expectations driven by macro-level economic, demographic, and technological trends. The shift towards a servitization-focused economy is particularly impacting original equipment manufacturers (OEMs), who must adapt their business models to meet the increasing demand for efficient and cost-effective service. The document presents insights from a survey of 200 OEMs and 100 equipment end users, revealing that a majority of customers expect maximized product uptime, yet only a fraction of manufacturers are currently equipped to deliver on this expectation. The report emphasizes the necessity for OEMs to invest in new technologies and infrastructure to support this service model, highlighting the challenges they face, including a lack of executive buy-in and budget constraints. It concludes by stressing the importance of adapting to these changes to enhance customer satisfaction and overall financial performance.