Spare parts

Spare parts are the components fitted to a device during repair — taken from your own stock, ordered from the manufacturer, or salvaged from other equipment.

In a service process a part is not a line on an invoice but a separate entity that governs the deadline. A repair can be diagnosed in fifteen minutes and completed in half an hour, and still take three weeks, because that is how long the component takes to arrive. This is the most common reason an SLA is missed in service: not a shortage of hands, but a shortage of parts.

That has a measurement consequence. A clock running on the whole service order cannot tell a workshop that is dragging its feet from one that is waiting on a delivery — two entirely different situations calling for different responses. Only a deadline attached to a stage shows where a case actually stands.

The second consequence is about communication. "We're waiting on a part, expected Friday" is an answer customers accept. Three weeks of silence is not.

In Reklamator, deadlines can be tracked per stage, so waiting on a delivery does not disappear into a single aggregate counter. See what a process with a deadline on every stage looks like.