Technical Support after Product Delivery – Can You Help Produce Guidance for Manufacturers?

An IAQG team is developing guidance to address “Technical Support after Product Delivery.”  They are seeking volunteers to participate on the project team.

ASA has a memorandum of understanding with IAQG and we have placed participants on IAQG teams in the past where we felt that our community could add value.  So ASA members who feel that they could add value to this project should consider volunteering

The Supply Chain Management Handbook (SCMH) is a collection of guidance material developed by IAQG member company subject matter experts. It provides guidance materials to continuously improve On Time, On Quality Delivery (OTOQD) throughout the entire value stream. It‘s objective is to help the supply chain improve their quality performance through better understanding of aviation, space and defense industry quality management system requirements and expectations. It is available online at no cost.

The “Technical Support after Product Delivery” project, would draft guidance to help companies deal with difficulties encountered by the end customer after product delivery requiring technical support from the manufacturer, such as:

  • External events potentially affecting product integrity or continued operation of product, such as a non-conforming product, a failure upon installation, feedback from the operator or from a monitoring device, etc.;
  • Unexpected conditions of product’s preservation, storage, use, misuse or misunderstanding of the maintenance instructions;
  • Unexpected malfunction of the product itself during its operation resulting in poor reliability;
  • New modification introduction where customer requires on-site training on its implementation.

ASA members may be able to add value both through there own customer support experiences, and also as customers themselves with both good and bad previous experiences with manufacturer customer support.

Team members typically meet via teleconferences with occasional face-to-face meetings as considered necessary by the team.  Independent work performed outside of the teleconferences and meetings is expected to ensure timely
completion of the project. Projects are expected to be complete within 6 months after initiation.  If you are interested in volunteering as a team member please contact ASA, so we can consider proffering your name to IAQG as an ASA representative.


About Jason Dickstein
Mr. Dickstein is the President of the Washington Aviation Group, a Washington, DC-based aviation law firm. He represents several aviation trade associations, including the Aviation Suppliers Association, the Aircraft Electronics Association, the Air Carrier Purchasing Conference, and the Modification and Replacement Parts Association. He also represents private clients drawn from the spectrum of the aviation industry.

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