Best-in-Class companies capture, analyze and share repair and return data. But, not knowing what to look for and how to use the information could leave you drowning in Big Data. Major points of this presentation include: What type of data is valuable Identifying and prioritizing trends Benefits of analyzing and sharing data

1. Taming Big Data
How Actionable Repair Data Can Improve Quality,
Customer Satisfaction and Profitability

2. According to Aberdeen’s Study:
Key Trends in Returns Management (April 2013)
Best in Class Companies:
Capture customer and product specific returns
and repair data
Analyze returns and repair data overtime
Systematically share data with other business
teams (design, manufacturing)
How Actionable Repair Data Can Improve Quality, Customer Satisfaction and Profitability

3. According to Aberdeen’s Study:
Best Practices in Returns, Refurbishment and Repair (April 2012)
Best in Class Companies exhibited:
4.9% average decrease in total repair/ refurbishment
costs over the previous 12 months
1.3% average decrease in cost per RMA over the
previous 12 months
How Actionable Repair Data Can Improve Quality, Customer Satisfaction and Profitability

4. Benefits of capturing and analyzing repair data are:
Internal for the Repair Depot :
Improve repair yield
Improve testing and repair processes
Reduce Out of Box Failures
How Actionable Repair Data Can Improve Quality, Customer Satisfaction and Profitability

5. Benefits of capturing, analyzing, and sharing repair data are:
External for the organizations they support – OEMs, Field Service:
Improved efficiency in returns process
Reduction in redundancy of service calls to solve the
problem
Reduction in seed stock
How Actionable Repair Data Can Improve Quality, Customer Satisfaction and Profitability

6. You could drown in “Big Data” if you
don’t know what you are looking for
How Actionable Repair Data Can Improve Quality, Customer Satisfaction and Profitability

7. Repair Provider, Field Service Organizations and Manufacturers
benefit from the capture and analysis of a variety of data:
Tracking component level failures improves quality
Tracking whole unit failures leads to reduced service costs and
increased customer satisfaction
Building a repair history overtime reduces costs
How Actionable Repair Data Can Improve Quality, Customer Satisfaction, and Profitability

8. Tracking failures at the component level and reporting trends to
design and manufacturing improves quality:
However, you have to know
what you are looking for…
How Actionable Repair Data Can Improve Quality, Customer Satisfaction and Profitability

9. At first glance, resistors appear to be main issue with
quality, but when you dig deeper, you notice a trend with the
capacitors
How Actionable Repair Data Can Improve Quality, Customer Satisfaction and Profitability

10. Question:
How many field service technicians does it take to fix a light
bulb?
How Actionable Repair Data Can Improve Quality, Customer Satisfaction and Profitability

11. Answer:
Tracking and sharing the root cause of failures for both field
service parts and whole systems can arm field technicians with
a better knowledge base to perform onsite diagnosis.
Improved first call resolution will reduce costs associated with
repeat service calls while positively affecting customer
satisfaction.
How Actionable Repair Data Can Improve Quality, Customer Satisfaction and Profitability

12. Tracking cause of failures for whole units leads to improved
accuracy in field service diagnosis and therefore reduces costs
of No Fault Founds while increasing customer satisfaction
How Actionable Repair Data Can Improve Quality, Customer Satisfaction and Profitability

13. Another benefit of tracking No Fault Founds is that the
temptation to “shotgun” the repair in the field is reduced.
Armed with data in failure trends, field service technicians
know what to test for and only pull those items and send them
in for repair.
This process avoids unnecessary shipping and
processing of non-failing parts. It also reduces the
required seed stock to support operations.
How Actionable Repair Data Can Improve Quality, Customer Satisfaction and Profitability

14. Tracking Out of Box Failures and making corrective actions to
repair processes help increase yield and customer satisfaction
How Actionable Repair Data Can Improve Quality, Customer Satisfaction and Profitability

15. Building a repair history overtime reduces No Fault Founds and
repair volume while producing higher yield and therefore
reduces costs
How Actionable Repair Data Can Improve Quality, Customer Satisfaction and Profitability

16. Take Aways:
As you improve the type of data you collect and utilize the
findings you will become more efficient in repair and returns
management
It is important to continue collecting data over time because of
new product introductions and new technical staff
Sharing data across multiple departments improves
quality, customer satisfaction, and profitability
How Actionable Repair Data Can Improve Quality, Customer Satisfaction and Profitability

17. For more information:
Visit: www.renovatechnology.com
Email: solutions@renovatechnology.com
Watch our video: www.renovatechnology.com/movie
View our Reporting Sample: Renova Repair Reporting
Call us: 770-325-5605
How Actionable Repair Data Can Improve Quality, Customer Satisfaction and Profitability