Are support and service synonymous in your organization? You would be among good company if it were. Many organizations view these business functions as the same. Of the ones that do differentiate, few actually leverage them for the opportunity they offer. Let’s look at the differences.
Support is what product manufacturers do to keep the product running as advertised. It involves repair, maintenance, parts, and all the other work required to keep the machine performing its intended function. Most manufacturers have founded their warranty and contract business on support.
Service is work done for others as an occupation or business. Think of it as anything over and above “keeping the machine running as advertised.” We can call them “Value-added” services.
Many manufacturers confuse the two. I argue their differences are distinct.
