Technical Service: digital workflow guide

Start digitalizing Technical Service by making clear which record passes from whom to whom. Keep intake, diagnosis, customer approval, parts, and handover test in one service file.

Workflow boundaries

Record fields and ownership

For Technical Service, link product/serial, fault/diagnosis, and approval/quote records by a work or project ID. Define an owner, evidence, and completion condition at each step.

Pilot checklist

• Document current steps and owners.
• Choose one pilot and standardize fields.
• Test access, change history, and export.
• Document exceptions and manual fallback.

Auditable records

Keep intake, diagnosis, customer approval, parts, and handover test in one service file. Reports should show date range, source, and treatment of cancelled/blank records. Limit personal or sensitive data to a defined purpose and authorized access.