Original Date: 07/10/2006
Revision Date: / /
Best Practice : Commercial Off-the-Shelf/Non-Developmental-Item Repair
Tobyhanna Army Depot had the foresight to identify a customer need and present the solution to the Army to display its expertise in computers and associated equipment, increasing operational readiness. The facility has successfully used the process it developed for the Standard Army Management Information System Program and expanded the depot’s expertise to other similar programs in support of the warfighter, including militarized versions.
In the past, forward-deployed Army units that used the Standard Army Management Information System (STAMIS) were not receiving timely repair of warranted Dell equipment (e.g., Dell laptop PCs, desktop PCs, tower PCs, and servers). Units were experiencing decreased operational readiness levels because of equipment downtime. The equipment manufacturer was not able to provide its promised turnaround time for warranty repairs, which resulted in individual units contacting the manufacturer to arrange for shipment and repair of items.
Tobyhanna Army Depot (TYAD), coordinating with the Program Executive Office STAMIS, approached Dell about using Dell's Premier Access Program to become a certified repair center of Army users' Dell equipment at forward- deployed locations as well as at Tobyhanna. TYAD would then be a "one-stop shop" for the soldier. Based on Dell's mean-time-between-failure rates, Dell pre-positions repair parts at TYAD's Forward Repair Activities (FRAs) where the items are repaired. Currently 120 TYAD employees are Dell-certified technicians stationed at FRAs worldwide who can be repositioned to meet surge requirements.
TYAD technicians use a Dell-established, predetermined time for repairs to get reimbursed for warranty labor expenditures. Repair work is now normally accomplished in less than 24 hours to increase the operational readiness levels of Army units. TYAD technicians are recertified yearly at TYAD and at forward locations. TYAD has also developed similar repair relationships with Hewlett-Packard and Panasonic. FRA employees now support other projects and are expanding into militarized versions for General Dynamics.
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