Logistics & Supply Management

12 Step Product Support Process Model

Development and implementation of the Product Support Strategy consist of twelve (12) discrete steps reflected in the Product Support Process Model.

Guidebook: DoD Product Support Managers – April 2011

Each of the 12 steps is listed below but for a more detailed explanation of each step, visit the DoD Product Support Manager Guidebook: [1]

  1. Integrate Warfighter Requirements & Support: The translation of system operational requirements into the sustainment product support strategy that will deliver those requirements to the Warfighter in the form of optimized operational readiness at an affordable, best value cost.
  2. Form the Product Support Management IPT: The formation of the Product Support Management Integrated Product Team (IPT), which includes the user, will develop, implement, and manage product support for a weapon system throughout the life cycle.
  3. Baseline the System: Baselining involves collecting the data that will be needed to assess and analyze product support decisions, including inputs from Supportability Analysis. The Product Support Manager (PSM) will be involved with The Acquisition Program Baseline (APB).
  4. Identify / Refine Performance Outcomes: The process of identifying and refining the Warfighter’s critical product support performance and cost outcomes and the determination of how success will be measured which includes the application of OSD’s specified top-level weapon system metrics reflected in the Materiel Availability Key Performance Parameters (KPP) and the Reliability and Ownership Cost Key System Attributes (KSA).
  5. Business Case Analysis (BCA): A Product Support BCA is an expanded cost/benefit analysis with the intent of determining a best value solution for product support. The BCA assesses each alternative and weighs total cost against total benefits to arrive at the optimum solution.
  6. Product Support Value Analysis: A best value analysis, conducted as part of the Product Support BCA, to optimize long-term life cycle costs and benefits which includes consideration of the following: optimum level of support (system, sub-system or component level); assessment of the applicable IPS elements, supply chain management strategy, workload allocation strategy, data management strategy refinement, Responsibility Assignment Matrix (RAM), Diminishing Manufacturing and Materiel Sources, life cycle cost and risk mitigation.
  7. Determine Support Method(s): The determination of whether product support will be acquired from the Product Support Providers using a PBL outcome-based, transactional-based, or best value hybrid mix of outcome-based and transactional-based product support strategies.
  8. Designate Product Support Integrator(s): The Product Support Integrator (PSI) is an entity from government or industry performing as a formally bound agent charged with integrating all sources of support, public and private, defined within the scope of the product support arrangements (e.g., contract, Memorandum of Agreement (MOA), Memorandum of Understanding (MOU), Service Level Agreement [SLA]) to achieve the documented outcomes. The Product Support Manager (PSM) designates the Product Support Integrator(s) who will be delegated the responsibility to integrate the product support providers to deliver the specified outcomes assigned consistent with the scope of their delegated responsibility.
  9. Identify Product Support Providers: The identification and selection of the best value mix and blend of sources of support from both government and industry to perform the product support functions, based on capabilities, capacities, the best value, and the qualitative efficiency and effectiveness of support, through the application of Product Support BCA value analysis as well as PSI discretionary decisions for lower-tiered suppliers of support.
  10. Identify / Refine Financial Enablers: The identification of the range, type and scope of financial incentives and remedies for inclusion in the product support agreement contract(s) for the purpose of motivating behavior needed to achieve performance and cost outcomes consistent with the terms, conditions, and objectives of the Product Support Arrangements Incentives include the following types: award fee, award term, incentive fee, shared savings and positive past performance ratings. Remedies include requiring the product support provider (i.e., contractor) to perform service at no additional cost; reducing the price; reducing or eliminating the award fee, award term or incentive fee; option year not exercised or contract canceled; and negative past performance ratings.
  11. Establish / Refine Product Support Agreements: The establishment and refinement of the implementing Product Support Arrangements (e.g., contract, Memorandum of Agreement (MOA), Memorandum of Understanding (MOU), and Service Level Agreements (SLA)) that assign and delineate the roles, responsibilities, resourcing, and reciprocal aspects of product support business relationships.
  12. Implement and Assess: The implementation, management and assessment of the product support,, including updates to the Life Cycle Sustainment Plan (LCSP), conducting and implementing recommendations from Logistics Assessments (LA), and the continuous, ongoing assessment of Product Support effectiveness through the use of established governance mechanisms that drive decisions and actions to review, modify, revise, or evolve product support strategies and product support arrangements.

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Updated: 7/12/2021

Rank: G1

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