Abstract
This Manufacturing Insights study describes the findings from an analysis of
the efficiency of repair operations in automotive and aerospace, focusing on
no fault found (NFF) and first time fix (FTF) rates as key performance
indicators. It describes the causes for subpar performance and proposes a lean
service strategy to improve maintenance efficacy and reduce variability,
specifically in NFF and FTF rates.
"Most service organizations are plagued by poor repair efficiency that is
manifested by unnecessarily long repair times and ineffective repair that
necessitates repeat visits to the repair facility," says Joe Barkai, program
director, Product Life-Cycle Strategies. "In addition to reducing availability
and hurting customer loyalty, these add burden to the bottom line by bloating
spare-part inventory and associated costs."
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