A few years ago, along with colleagues from Intel and Dell, we shared with you the importance of Failure Analysis as a business proposition[1], This paper will identify even more business processes which will benefit from a robust System Level Failure Analysis framework. More and more companies strive to differentiate themselves from their competition by focusing not just on product features and price, but also on how well they serve their customers. An effective Service Plan (Figure 1) is fundamental in the provision of this service. No matter how broad a company’s service offering portfolio, a fundamental enabler of any Fault Management system is the ability to identify and predict failures. Further, a robust Knowledge Management system must exist to enable the collection and dissemination of services intellectual property (IP) in an effective manner, and facilitate a broad level commonality analysis that provides the ability to monitor trends and shifts in product performance.

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