Product Support Toolkit

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Arrange that your organization facilitates problem recognition, research, isolation, resolution, and follow up for customer problems; referring and escalating the most complex problems to appropriate staff and departments when necessary.

More Uses of the Product Support Toolkit:

  • Organize: mastery in Systems Engineering processes, from Requirements Gathering and Risk Analysis to statistical power in validation and on market Product Support.

  • Provide guidance, technical expertise, and training to Bandwidth team members for areas as API.

  • Help integrate various content and Product Support functions with the intent to modernize existing training.

  • Formulate: actively lead efforts to support Customer Satisfaction and maintain quality.

  • Troubleshoot customer and vendor concerns quickly and efficiently to maintain the highest standards of professional Customer Service.

  • Formulate: consistently focused on maintaining a high level of Customer Satisfaction relative to service and repair processes and interactions with Technical Support and Product Support teams.

  • Ensure you can read an engineering spec for a new feature and understand where users might need support.

  • Be available at your desk, maintaining punctuality and attendance at all scheduled times.

  • Secure that your planning promotes and maintains a high quality, professional, service oriented organization image among users.

  • Warrant that your planning identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet requirements.

  • Secure that your organization suggests appropriate equipment to use for Customer project and makes suggestions for how Customer can increase equipment performance.

  • Ensure your strategy interacts directly with internal sales account managers, customer operations team, technical and Product Support.

  • Guide: act as liaison between Product Support management, PSM team, and high visibility stakeholders.

  • Be certain that your organization complies; plans the structure of your organization that redundancy, succession, and competencies Reduce Risk to customer and Product Support.

  • Establish that your design creates training programs and documentation and consistently measures training to improve effectiveness.

  • Develop: interaction with account managers/sales to provide feedback and insight on cases that are being managed.

  • Assure your operation complies; address and diffuse concerns of distributors, prospective distributors, retail clients, and members of the technical community.

  • Direct: act as the technical Product Support liaison between Apple Pay Engineering teams and apple contact centers.

  • Initiate: successfully translate complex technical information/instructions into a simple language that would ensure seamless troubleshooting.

  • Ensure you educate; lead internal projects to either create, improve, or maintain service support standards.

  • Methodize: Contract management, Financial Management, operations, quality, Inventory Management, warehouse management, parts sales / overall Customer Service, sales, and facilities maintenance.

  • Organize: category Agile, Agile transformation, Product Support, digital technology, Product Owner.

  • Warrant that your team provides professional level training to internal teams to support documentation procedures and requirements.

  • Drive: facility leadership, marketing, Product Support, manufacturing, engineering, logistics, and external business partners.

  • Devise: implement and maintain an engagement model with your customers/stakeholders and your internal leaders.

  • Assure your enterprise creates tests, tools, and diagnostic procedures for use by Product Support personnel.

  • Participate / lead teams which impact production, increase efficiency, solve problems, generate Cost Savings, improve quality and provide new Product Support.

  • Drive the gathering and analysis of data relating to engineering design, manufacturing and Product Support requirements.

  • Lead complex projects and communicate cross functionally and across geographies with all levels.

  • Be accountable for ongoing education, general research to help with future resolution of customer issues.


Save time, empower your teams and effectively upgrade your processes with access to this practical Product Support Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Product Support related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Product Support specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Product Support Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which Product Support improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. Do Quality Systems drive continuous improvement?

  2. What are the affordable Product Support risks?

  3. How do you plan for the cost of succession?

  4. Did your employees make progress today?

  5. What is your cost benefit analysis?

  6. How often will data be collected for measures?

  7. What measurements are possible, practicable and meaningful?

  8. What needs to stay?

  9. How do you identify and analyze stakeholders and interests?

  10. Is the cost worth the Product Support effort?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Product Support book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your Product Support self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Product Support Self-Assessment and Scorecard you will develop a clear picture of which Product Support areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Product Support Self-Assessment
    • Is secure: Ensures offline Data Protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Product Support projects with the 62 implementation resources:

  • 62 step-by-step Product Support Project Management Form Templates covering over 1500 Product Support project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all Product Support project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Product Support project team have enough people to execute the Product Support project plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Product Support project plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

Step-by-step and complete Product Support Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

2.0 Planning Process Group:

  • 2.1 Product Support Project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 Product Support project Scope Statement
  • 2.7 Assumption and Constraint Log
  • 2.8 Work Breakdown Structure
  • 2.9 WBS Dictionary
  • 2.10 Schedule Management Plan
  • 2.11 Activity List
  • 2.12 Activity Attributes
  • 2.13 Milestone List
  • 2.14 Network Diagram
  • 2.15 Activity Resource Requirements
  • 2.16 Resource Breakdown Structure
  • 2.17 Activity Duration Estimates
  • 2.18 Duration Estimating Worksheet
  • 2.19 Product Support project Schedule
  • 2.20 Cost Management Plan
  • 2.21 Activity Cost Estimates
  • 2.22 Cost Estimating Worksheet
  • 2.23 Cost Baseline
  • 2.24 Quality Management Plan
  • 2.25 Quality Metrics
  • 2.26 Process Improvement Plan
  • 2.27 Responsibility Assignment Matrix
  • 2.28 Roles and Responsibilities
  • 2.29 Human Resource Management Plan
  • 2.30 Communications Management Plan
  • 2.31 Risk Management Plan
  • 2.32 Risk Register
  • 2.33 Probability and Impact Assessment
  • 2.34 Probability and Impact Matrix
  • 2.35 Risk Data Sheet
  • 2.36 Procurement Management Plan
  • 2.37 Source Selection Criteria
  • 2.38 Stakeholder Management Plan
  • 2.39 Change Management Plan

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 Product Support project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Product Support project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any Product Support project with this in-depth Product Support Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Product Support projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Product Support and put Process Design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Product Support investments work better.

This Product Support All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.