I thought I would touch on the topic of Redo this month. But instead of listing detailed analysis of the redo claims that
come across my desk, I decided to look at the basics.
The first question I have for everyone is “What is Redo?”
Samsung calculates Redo as seen through the eyes of the customer. If the same product (based on serial number)
requires an additional repair within the first 90 days of the initial repair, it is considered a redo. In addition, if the
second repair is required within 30 days of the initial repair, Samsung does not reimburse labor costs.
Next question to be answered is “What is the Redo % used for?”
Simply put, your Redo % combined with several other key metrics of QOS is used to determine referral hierarchy
within our service locator system. Therefore, the better the Redo %, the more referrals the service center will receive.
Bottom line - This means more work and therefore more profit for the service center.
During the last few weeks, our team developed a “Mentoring” program where we reached out to various service
centers in effort an effort to learn more about field issues as well as reduce the Redo %. We also identified those
service centers that kept their Redo % low. Out of this process, we have found some of the missing links required for
quality service. These include service manual improvements, part listing errors, and general issues with GSPN
navigation.
To increase you GSPN knowledge, attend a GSPN training class.
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