Having parts and personnel available to provide a service to customers, comes under “customer service”. As offered from time to time, for a long time: when a company wants to cut costs, the first things to go are quality control and customer service, because you can’t completely prove to a beancounter that satisfying customers will immediately add to the bottom line. Consider, for one, Ford’s soaring warranty repair costs. The CEO swears they will address that issue. Any bets the means of “addressing” the issue will be new strategies to deny warranty claims? I stopped to chat with a guy on my walking route the other day. He was washing his F-150. Without any prompting from me, he offered that the truck is “a piece of junk”. With 95k on the clock, the engine is shot. He said Ford is providing a new engine, but he says he is done with Ford, even though he gets A Plan. You can never convince a beancounter of the cost of customers lost due to poor products or poor service either.
Steve