Should You Track an Installed Base?
The installed base consists of records that combine an item with an end user. To maintain the integrity of these records, items must be uniquely identified in the installed base. Tracking an installed base is best suited for items controlled by serial or lot numbers. If you add an item that is not serial number or lot number controlled to the installed base, the system creates unique identifiers by using an installed base reference number. However, this may not effectively identify the item when you provide service for it.
Example: Two warranted air conditioners are installed simultaneously at an end-user location, and identified with ISB reference numbers 1 and 2. When the end user calls with a problem, the caller cannot easily identify which of the air conditioners requires service. This makes it hard for the service organization to tie the request to a particular item.
You do not need an installed base to use Service/Support Management. However, most service activities refer to and can derive important information from it.
Service Functions Referencing the Installed Base illustrates how the installed base is central to service functions.
• Service contracts can be built items in the installed base.
• Warranties apply to items in the installed base.
• Call Maintenance and Call Activity Recording derive coverage information from installed base data.
• RMAs and RTSs can reference specific serial numbers in the installed base.
Service Functions Referencing the Installed Base
Answering the following questions can help you decide if you should implement an installed base:
• Can you identify the items you service with a unique serial or lot number?
• Do you offer aftermarket services of any kind for items sold?
• Do you register products? Do you service only registered products?
• Do you offer warranties?
• Do you offer product upgrades?
• Are your products subject to recall?
• Do any of your products require scheduled maintenance?
• Do you need a complete audit trail for a government or supervisory agency, common in the medical market?
A yes to any of these questions indicates that you need to track an installed base in some way.
Important: If you offer warranties, you must track items in the installed base. Warranties only apply to installed base items.
