RP 1604 - Rapid Repair Assessment: Introduction

The rapid repair assessment process described in this RP should enable a service provider to start diagnosis of a mission-disabling complaint within two hours of arrival and check-in. Check-in includes obtaining authorization for up to two hours of diagnostic time. After two hours of diagnosis, the service consultant should communicate the status of the diagnostic process with the customer. This communication should include customer authorization for more diagnostic time (if needed) and a specific time frame as to when the additional diagnostics would be completed.

If the diagnostics are completed at the two-hour mark, then a complete estimate for the repair - including needed parts, parts availability, and estimated repair completion time - should be submitted to the customer. From this point, the service provider and the customer should be able to agree upon a repair plan. For units that present with more than one issue, the mission-disabling complaint should always be identified and assessed first. Other issues should be addressed afterwards within the normal service queue.