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The challenge

The solution

The outcome

Requirements

• - Define objectives: cost, uptime, safety, quality, sustainability, lifecycle extension
• - Scope assets/processes covered and prioritize critical equipment/products
• - Assess current condition, failure modes, repair history, and refurbishment opportunities
• - Set decision rules: repair vs refurbish vs replace vs retire
• - Establish standards/specifications for repair quality and refurbishment output
• - Build repair/refurb workflows, roles, approvals, and escalation paths
• - Ensure parts, tools, skills, and vendor capability are available
• - Create inspection, triage, and diagnostic procedures
• - Define testing, validation, and acceptance criteria before return to service
• - Implement traceability: asset IDs, work orders, repair records, and parts usage
• - Set safety, regulatory, warranty, and compliance requirements
• - Plan sustainability and waste/reuse/recycling requirements
• - Establish cost model and budget controls, including total cost of ownership
• - Set KPIs: turnaround time, first-time fix, failure recurrence, cost savings, recovery rate
• - Train staff and suppliers on standards and procedures
• - Pilot the strategy on selected assets, then refine
• - Deploy communication and change management plan
• - Monitor performance, audit compliance, and continuously improve

Best practices

• 1. Define clear service scope and acceptance criteria before work begins.
• 2. Verify the provider’s technical expertise, certifications, and relevant industry experience.
• 3. Require detailed diagnostics and root-cause analysis, not just symptom fixes.
• 4. Standardize item intake, tagging, tracking, and chain-of-custody procedures.
• 5. Establish SLAs for turnaround time, quality, communication, and escalation.
• 6. Request transparent pricing with itemized labor, parts, testing, and freight costs.
• 7. Confirm parts availability, sourcing controls, and approved substitute policies.
• 8. Use repairability and refurbishability assessments to decide repair vs. replace.
• 9. Demand quality assurance testing and documented functional verification after service.
• 10. Set warranty terms for repaired/refurbished items and define claims handling.
• 11. Track repair yield, failure rates, cost per unit, and turnaround performance.
• 12. Ensure data security and asset sanitization for any devices or equipment with stored information.
• 13. Build sustainability metrics into the program, including reuse, waste reduction, and recovery rates.
• 14. Maintain spare pool, reverse logistics, and inventory planning to avoid operational downtime.
• 15. Review supplier performance regularly and continuously improve based on trends, defects, and feedback.