ICT Repair Services Quality Improvement Trends

DALLAS, Sept. 10, 2013 /PRNewswire/ -- QuEST Forum released another report in the ongoing series on the state of quality in the information and communication technologies (ICT) industry at the 2013 Americas Best Practices Conference in Las Vegas, Nevada. 

This paper is the seventh in a series using TL 9000 Performance Data Reports (PDRs) to illustrate industry performance.  Previous topics include: On Time Delivery, Switching Problem Reports and Fix Response Time, Edge Router performance, Wireless Return Rates, Simple and Complex (aka Smart phones) Wireless Device reliability & performance, and Network Operator Quality Improvement. 

For this paper, the team chose to study Repair Service performance (Product Category 7.4).  Many companies, including third party repair organizations and those repairing equipment they sell are included in the analysis.

Highlights of this study include:

• The repair industry showed positive improvement in repair service delivery and repair service quality from February 2011 through January 2013.  While the number of participants submitting data did not change, the Problem Report Industry Average improved by 50%.
• The  Industry Average trend line for the percentage of problems reports fixed on time (TL 9000 Measure FRT4) improved from a low of 89% to a high of 95% showing that customers  will be addressed on time.
• The  Industry Average for overdue problem reports fixed on time (OFR4)  improved from 83% to 92%.
• The On Time Service Industry Average trend improved from 88% to 94%.

 To obtain a complete copy of the report, please visit the TL 9000 website at www.tl9000.org or download via the following link  http://www.tl9000.org/resources/documents/RepairServices_IndustryReport.pdf

Formed in 1998, QuEST Forum is a unique collaboration of information and communication technologies (ICT) network operators and suppliers across the world dedicated to improving operational and supply chain quality and performance.  QuEST Forum unifies the global ICT community through the implementation of TL 9000, an ICT specific quality management system that is built on ISO 9001.  Performance benchmarking and a broad array of common metrics support both the rapid industry adoption of new technologies and the consistent quality of communication networks around the world.

SOURCE QuEST Forum