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Accelerating Warranty Recovery Through Engineering and Process Intervention
Background:
A global industrial manufacturer initiated a warranty campaign to resolve recurring equipment failures tied to a critical supplier. Field repairs proved unreliable, and extended cycle times disrupted project schedules and increased financial exposure.Critical Issues:
- Repeat equipment failures affected multiple end customers
- Field repairs failed to resolve underlying quality issues; many units required factory return
- Standard repair cycle exceeded 25 days, delaying delivery and milestone commitments
- Geographic separation between customer and supplier compounded response times
Approach:
XO deployed engineering and field support teams to inspect impacted units, analyze failure trends, and implement targeted, standards-based interventions to accelerate repair cycles and restore schedule integrity.Key Actions:
- Collaborated with customer engineering to revise anticorrosion and topcoat specifications
- Introduced weld tolerance relief measures without compromising structural integrity
- Approved interim shipments using deviation protocols while design changes were finalized
- Standardized the remediation process across all affected customer locations
Results:
- Reduced repair cycle time by 5 days across all active sites
- Eliminated repeat failures, restoring customer trust and operational continuity
- Re-established customer delivery schedules and mitigated chargeback exposure
- Supplier engineering now leads collaborative spec development with OEMs
- Design feasibility and manufacturability now jointly addressed upfront
By the Numbers
5-Day
reduction in repair cycle time (from 25 to 20 days)
100%
elimination of repeat field failures