Evaluation Criteria for Selecting a Third-Party Repair Facility

o Do they have a significant competent inventory? Where do they source their components (manufacture components themselves or source from other companies percentage of either)?

o Do they use only new components? Do all their components meet the original equipment manufacturer’s specifications? Do they use rebuilt used components?

o How many years of experience do the technicians have? Are they trained by the manufacturers? Do they have the engineering in-house? What are their qualifications from the manufacturers?

o Do they have the capability to do major repairs, or are they limited to minor and intermediate repairs? What repairs can they not perform specifically? What is their repair percentage capability?

o Do they have service representatives in the field to handle the packaging and shipping of the scopes for you? What is their response time?

o Are their service representatives knowledgeable about your equipment? Are they properly trained to understand the mechanics of your equipment and help troubleshoot minor problems to save you time and money?

o Do they offer on-site repair and preventative maintenance services?

o Do they teach proper handling of the equipment and preventative maintenance to lessen the need for repairs and extend the life of the equipment?

o Is their turnaround time expedient? What are their turnaround times specifically?

o Do they follow-up with you and always keep you up-to-date on what is going on with your repair? What is their quality of communication from the time the equipment leaves and is returned?

o Do they have informative and knowledgeable customer service representatives?

o Do they provide loaners? What is their fill rate? Ask to see a list of loaners.

o Do they have technical support?

o What are their reporting capabilities for tracking repairs on each piece of equipment?

o Can they ensure quality service by performing repairs in-house at their facility, or do they have to send equipment out to other third-party companies?

o What is their warranty return rate?

o Does the third party fully own its facilities, or does it outsource? What is the percentage?

o What is included in the total cost of your repairs?

o Do they offer continuing education, such as contact hours for nurses, to help your department meet its objectives and lower the incidence of repairs?

o Do they sell pricing contracts, or do they try to reduce the incidence of repairs?

o Does the repair facility help you make good decisions on what repairs are necessary or optional?

o Do they charge for preventative maintenance?

o Do they seem focused on extending the life of the scope?

o What is their approach to individual component replacement vs. an overhaul?

o What is the capability of their technicians (major, minor)? How frequently do you need to send the equipment to the manufacturer?

o Is their pricing competitive?

o Is the third party available for inservice training?

o Are they a full service repair company? Can they repair biopsy forceps, rigid endoscopes, instruments, power equipment, video equipment? What is repaired in-house? Outside?