The First Monday after Spring Break Kevin Lewis Rensselaer Computer Repair RCR Rensselaer Polytechni

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The First Monday after Spring Break Kevin
LewisRensselaer Computer Repair (RCR)Rensselaer
Polytechnic Institute
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Rensselaer Overview

• Educates the leaders of tomorrow for
  technologically-based careers
• Private institution founded in 1824
• 6,200 resident students 5,000 undergraduate,
  1,200 graduate
• 450 faculty, 1400 staff
• Schools Architecture, Engineering, Humanities
  and Social Sciences, Management and Technology,
  Science

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History of RCR

• Originally named Desktop Repair Group (DRG) in
  1997 as a spin off from the ITS Network Group
  with 5 employees -  Manager, Assistant,
  Supervisor, and two Techs
• Mobile Computing Program began in 1999 RCR
  participated in the Pilot program and
  Recommended program                          
• CIS authorizes two technical FTE positions to
  support program
• Goes on line with Service Assistant work-order
  support
• Shop is reorganized to handle new level of
  service to Mobile Computing Program participants
• RCR is consistently recognized as a Top 50
  Premier Warranty Site and the staff has been
  invited to the Business Partner Invitation
  Conference in Orlando for 6 of the 7 years the
  program has been active. Invitation is for "Top
  Gun" premier business partners with only 10
  eligible within North and South America.

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Come on in!
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RCR Staff

• Manager
• 4 A Certified Technicians
• 3 Customer Service Reps

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Custers Last Stand

• Laptops are not like a new car odd things
  happen
• RCR handles equipment that can be up to 5 years
  old
• 100 customers on the first Monday after Spring
  Break a lot of people in a short period of time

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Concerns when the volume increases

• Time
• Interruptions increase routine repair times
• Expectations
• Students accustomed to rapid turn around or quick
  tech support are now faced with increased wait
  times
• Semester pressures may raise students
  expectations beyond reasonable levels

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Effective Triage 3 to 5 minutes

• Critical Failures
• System down cant be fixed quickly - Technician
  assigned
• Loaner provided
• Easy Serv for damage repairs requiring 3 or more
  major assemblies per Lenovo guidelines
• Non-critical Failures
• Laptop can be used while parts are ordered or
  repairs can be performed while customer waits -
  no loaner provided
• Failing component(s) identified and parts ordered
• Repairs are scheduled on receipt of replacement
  parts

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Loaner Inventory
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Loaner Inventory
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Resource Management

• Reassign personnel to increase presence in bottle
  neck areas
• Double up on counter staff.
• Reassign staff to cover increased traffic
  technicians to front lines
• Stagger lunch schedules to insure coverage.
• Supply chain - Monitor parts on order to be aware
  of backorders which require extended use of
  loaners and repair delays. Upgrade critical
  backorder parts to priority code A.

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Getting The Job Done

• People
• Customer service support personnel
• Technicians
• Work study students assist with parts, process
  repairs send to Easy Serv and delivery of
  finished equipment
• Troubleshooting - PC-Doctor, Drive Fitness Test,
  BIOS-based hard drive diagnostics (Lenovo
  guidelines)
• Service Assistant - a networked online database
  of service calls and service history, providing
  easy data entry and retrieval of previous calls

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Service Assistant
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• Forms
• Preprinted carbonless loaner forms with
  easy-to-read entry points for customer required
  entries
• Easy tear-offs on Service Assistant repair forms
  identify failed equipment, or failed part owners,
  as well as required services, enabling quick
  efficient identification

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Parts

• Eclaim for replacement parts
• National Parts Center for non-warranty
  replacements
• Efficient parts handling
• Scan incoming parts prior to distribution to
  techs
• Scan outgoing parts to enable effective tracking
  of required returns (within 30 days), assisting
  in monitoring the Part Reminder 15 day report
  in Eclaim

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Some Statistics

• 2403 ThinkPads repaired between May 2006 and May
  2007.
• T60s - 429 with a monthly average of 35
  (September 06 arrival)
• T43ps - 1219 with a monthly average of 101
• T42s - 1184 with a monthly average of 98
• Failed Parts

NOTE Approximately 20 keyboards are repaired per
week which are not reflected in these statistics
because no claims are placed.
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Dont leave your window open
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• Questions?
• http//helpdesk.rpi.edu/rcr
• 518.276.8178
• rcr_at_rpi.edu