Initial Process Flow
1. Received Item for Repair
1
Customer submits repair request with equipment details
2
Create Workorder in Orderry system with unique ticket number
3
Equipment registration and serial number entry in Orderry
4
Initial receipt documentation in system
5
Warehouse availability check for serial number in Orderry
Engineer Assignment
Orderry System Integration:
- Orderry system assigns Workorder to available Engineer
- Engineer notification of assignment
- Serial number verification when available in Warehouse
- Workorder status update to “Assigned”
- Engineer accepts assignment and begins process
2. Physical Inspections
1
Comprehensive visual inspection for physical damage
2
Check for burnt components, corrosion, or mechanical damage
3
Verify model numbers, serial numbers, and equipment specifications
4
Document condition with photographs if necessary
5
Initial damage assessment and classification
Testing & Evaluation
3. Test Conducted
1
Power-on test and basic functionality check
2
System initialization and boot sequence verification
3
Interface and connectivity testing
4
Basic parameter verification
Basic Testing Details
1
Component-level testing using specialized test equipment
2
Signal integrity analysis and performance benchmarking
3
Software version verification and compatibility check
4
Basic functionality assessment
4. Test Results Evaluation
Result Classification:
- PASS: Equipment meets all functional and performance specifications
- FAIL: Equipment fails critical tests and requires repair
- BER (Beyond Economic Repair): Repair cost exceeds equipment value
- DAMAGED/BURNT: Physical damage preventing economical repair
5. Immediate Advice to Customer via Email
Test Results Notification via Orderry:
- Updated Workorder status in Orderry system
- Generate automated email notification with test results through Orderry
- Include repair details and comments
- Provide timeline for repair completion
- Notify customer of BER/DAMAGED status (if applicable)
Repair Process (FAIL Items Only)
6. Repair Process
1
Root cause analysis and fault isolation
2
Component failure analysis
3
Documentation of findings in repair database
4
Parts requirement assessment
5
Repair feasibility evaluation
Parts Procurement
1
Generate parts list from diagnosis
2
Check internal inventory availability
3
Procure external parts if needed (lead time consideration)
4
Quality verification of replacement components
5
Parts allocation to repair ticket
Repair Implementation
1
ESD-safe workspace preparation
2
Component replacement/repair execution
3
Software updates and configuration restoration
4
Calibration and alignment procedures
5
Integration testing and verification
7. Testing (Post-Repair Verification)
Comprehensive Testing (After Successful Repair):
- Full system functionality verification
- Performance testing against specifications
- Component-level testing using specialized test equipment
- Signal integrity analysis and performance benchmarking
- Software version verification and compatibility check
- Environmental stress testing if applicable
- Stress testing under operational conditions
- Final calibration verification
Quality Control
1
Technical review by senior technician
2
Test results validation
3
Repair documentation completion
4
Quality assurance sign-off
5
Customer acceptance criteria verification
Documentation & Certification
8. Create Cert & Report
Repair Report Generation in Orderry:
- Complete repair report with all test results in Orderry system
- Generate test certificates and compliance documentation
- Create calibration certificates (if applicable)
- Prepare warranty information and terms
- Quality assurance documentation compilation in Orderry
Report Contents (Generated by Orderry)
- Initial Test Results: Complete test data from first evaluation
- Repair Details: All work performed and parts replaced
- Final Test Results: Post-repair verification data
- Performance Comparison: Before and after repair metrics
- Warranty Terms: Coverage period and conditions
Digital Report Distribution
1
Generate PDF Repair Report from Orderry system
2
Automated email delivery to customer
3
Digital report archival in Orderry
4
Customer portal access for report download
5
Digital signature and certification
9. Label Item
1
Apply repair completion labels with date and technician ID
2
Attach test certificates and documentation
3
Apply warranty labels with expiration dates
4
Update equipment database with repair history
5
QR code generation for tracking (if applicable)
Final Processing & Delivery
10. Move to Repair Good, Cleaning & Packing
1
Professional cleaning of equipment exterior
2
Internal cleaning and dust removal
3
Protective ESD packaging preparation
4
Accessory and cable organization (if supplied with faulty unit)
5
Final quality inspection before packing
Packaging Standards
1
Anti-static packaging for sensitive components
2
Shock-resistant packaging for transport
3
Documentation placement in waterproof envelope
4
Inventory verification against original receipt
5
Package labeling with customer and equipment details
11. Ready to Issue & Delivery
1
Customer completion notification – Email/call informing repair is finished
2
Delivery method confirmation – Customer pickup vs courier delivery
3
Scheduling coordination – Arrange convenient pickup/delivery time
4
Final invoice generation – Prepare billing documentation
5
Delivery documentation preparation – Gather all required paperwork
12. Move BER/Damaged/Burnt Item
1
Secure storage of non-repairable items in designated area
2
Detailed documentation of condition and reason for BER status
3
Customer notification with detailed explanation and photos
4
Disposal recommendations or return preparation options
5
Insurance claim documentation if applicable
13. Ready to Return to Customer
1
Final documentation review in Orderry – ensure completeness
2
Generate final Repair Report in Orderry system with all details
3
Digital distribution of Repair Report to customer email
4
Customer handover scheduling – confirm pickup/delivery appointment
5
Return method coordination – arrange logistics for pickup/delivery
6
Customer acceptance procedure – prepare handover checklist
7
Warranty period activation for repaired items
8
Workorder closure in Orderry system
14. Delivery
1
Equipment handover to customer or courier with proper documentation
2
Delivery confirmation and signature collection for proof of receipt
3
Customer satisfaction survey to gather feedback on repair service
4
Workorder closure in Orderry system with final status update
5
Warranty follow-up scheduling for proactive customer support
For BER/Damaged Items: Similar delivery process but with different documentation explaining the non-repairable status and disposal recommendations
Multiple Units Processing
15. Process Expansion for Additional Units
1
Batch Registration: All units assigned to single batch ticket
2
Parallel Diagnosis: Simultaneous initial assessment of all units
3
Common Issue Identification: Pattern recognition for recurring faults
4
Synchronized Repair: Coordinated repair execution for efficiency
5
Batch Testing: Streamlined quality assurance process
Resource Allocation for Multiple Units
Efficiency Benefits:
- Technician Assignment: Dedicated team for batch processing
- Workspace Management: Expanded work area allocation
- Parts Optimization: Bulk procurement for common components
- Testing Coordination: Parallel testing setup for multiple units
- Documentation: Batch reporting with individual unit details
Timeline Adjustment for Additional Units
1
Initial Assessment: +1 day per 5 additional units
2
Repair Execution: +0.5 days per additional unit (parallel processing)
3
Quality Testing: +0.3 days per additional unit
4
Overall Efficiency: 70% time reduction per unit when processing 5+ units
Quality Metrics & KPIs
16. Quality Metrics and KPIs
5-7
Business Days Average Repair Time
98%
Customer Satisfaction Target
Performance Indicators
- First-Time Fix Rate: Target 95%
- Average Repair Time: 5-7 business days
- Customer Satisfaction: Target 98%
- Cost Accuracy: ±5% variance from estimate
- Warranty Return Rate: <2%
Process Improvement
1
Monthly Process Review: Identify bottlenecks and improvements
2
Customer Feedback Integration: Continuous process refinement
3
Technology Updates: Equipment and software capability enhancement
4
Staff Training: Ongoing technical skill development
5
Facility Optimization: Workspace and equipment upgrades