The following example describes how you might use Oracle Quality with Oracle Depot Repair to analyze depot repair task data. In addition to analyzing inspection and test results, your analysis of depot repair task data can also yield valuable information that you can use to improve both the quality of products and of customer service.
As the Service Manager for an appliance manufacturer, you are seeking ways to improve the quality of your products, while at the same time, reduce expenses and manage costs.
Your service department receives appliances returned under warranty. If possible, you refurbish the appliances, which are then resold at a discounted price.
Whenever an appliance is returned under warranty, it undergoes an inspection to determine the cause of the appliance failure. If the failure can be corrected through refurbishment, then a depot repair task is entered with a Repair Type equal to Refurbishment. You want to collect detailed quality data on appliances undergoing refurbishment to help improve the quality of the appliances.
Oracle Quality enables you to set up collection plans to collect the following types of information:
inspection or test results on items received for service
nonconformance information collected when you receive the item
corrective action requests (CAR) for nonconformances
In this example, we will record receiving inspection results in Oracle Quality whenever an appliance needs refurbishing.
Include the following collection elements (at a minimum) in your refurbishment collection plan. See: Collection Elements.
Repair Order Number
Repair Type
Service Request
Service Task Number
Service Task Type
Product
Estimated Effort
Estimated Effort UOM
Actual Effort
Actual Effort UOM
No specification is required.
Next, create a collection plan called Refurbishments containing the collection elements listed above.
Note: Copying the collection elements from the template collection plan called Template Depot Repair Task Plan automatically copies many of the needed collection elements into your collection plan.
Next, associate the Depot Repair Task Transaction (Depot Repair) with your collection plan. Enable this transaction and make this plan mandatory. See: Associating Transactions with Collection Plans
Set the Repair Type trigger equal to Refurbishment. This ensures that, each time a service request with a Refurbishment Repair Type is created, you must enter quality results before closing the depot repair task.
You can construct a pareto chart to check which items you refurbish the most. You can also construct a trend chart of problem codes over time, to see which parts' replacement rates are abnormally high. See: Quality Results Analysis.