When is the defect alert triggered?
The defect score alert is automatically triggered on Tuesdays, in case your actual mid term defect score is ≤5 Points, meaning it exceeds the defect threshold.
How does it look? What does it mean?
It is an email with title: Defect Score Notification. This means that your defect rate is in the red area, and therefore it is important that you review your tickets and implement corrective measures.
How to improve my defect score?
Always perform final functional testing before purchase/dispatch and use a testing software.
- What are the reasons for high defect rate? An analysis of ticket drills:
- Are the issues connected to specific devices?
- Are the issues caused by specific ticket topics?
- Are all the tickets related to same dates? (Possible indication of issues resulting from faulty batch.)
Are the issues connected to certain condition grade?
- Deep analysis of the issues:
- What is the exact description of the issue by the customer in the ticket?
What did you find out when examining the device?
- Implement findings in action:
- Strengthen testing in weak areas (e.g., battery) and add more tests
- Change testing tool, if the current tool had a low accuracy
Ensure that all technicians will follow the updated refurbishment/testing checklist.
- Example of a successful ticket analysis and action steps:
- Battery issues: change the flag of cycle count to 600 cycles in the test report to replace battery
- Issue with received device/ spare parts quality: change a supplier / change sourcing of spare parts
What happens if my defect score doesn´t improve? (timeline)
In case your defect score remains ≤5 points for more than one week, it could lead to consequences such as a payout cycle adjustment or cooperation points adjustment. In case of no improvement is noticed after multiple alerts/warnings, a (temporary) suspension of your account.