We take pride in the meticulous care and attention we give to every timepiece that comes through our doors. To ensure fairness and efficiency for all our customers, we operate using a modern and transparent queue management system. This article is designed to help you understand exactly how this system works, from the moment you submit your service request to the moment you are reunited with your fully serviced watch.
What is a Queue Management System?
A queue management system is a technical process designed to manage and organize service requests in a fair and orderly manner. When you submit a service request via our Get Started form, your timepiece is placed into a queue when it arrives at our shop. This ensures that every watch is serviced in the order it was received, based on a “first-in, first-out” (FIFO) principle. This system is crucial for a service like ours, where our customer base is not local to our facility and where the time required for each repair can vary greatly depending on the complexity of the work.
The Steps Involved
Here is a step-by-step breakdown of how our system works:
- Service Request & Submission:
- You initiate the process by completing our online service request form. You will provide details about your watch and the issues you’ve observed.
- Once the request is submitted, we provide you with a “Customer ID”, think of this as a unique service order number. This number is your key to tracking your watch’s progress.
- You then ship your watch to us.
- Item Arrival & Entry into the Queue:
- When your watch arrives at our workshop, our team will log its arrival using your unique service order number.
- At this moment, your timepiece officially enters our service queue. It will be stored securely until its turn for service.
- You will receive an automated notification confirming that your watch has arrived and is now in the queue.
- The Repair Queue (The Technical Aspect):
- Our system maintains a real-time list of all waiting service orders. The queue is dynamic, meaning as soon as one repair is completed, the next watch in line is automatically flagged for the next available technician.
- The queue is based on the principle of fairness. Regardless of the type of watch or the nature of the repair, every timepiece is serviced in the order it was logged into the system.
- Service Commences:
- When your watch’s turn comes up, it is assigned to one of our expert watchmakers.
- Our watchmaker will then perform a detailed inspection and begin the necessary repairs, keeping a record of all the work performed.
- You will receive another notification when your watch has been moved from the queue to active service.
- Completion & Return:
- Once the repair is complete, your watch undergoes a final quality check to ensure it meets our high standards. This 24 hour period is known as the QC period; You may see a message out Status System that the watch is in QC.
- We will contact you with the final details and payment information.
- After payment is received, your watch is carefully packed and shipped back to you.
Why This System Works for You
This system provides several key benefits:
- Fairness and Transparency: Every customer is treated equally, and your watch is serviced in the order it was received.
- Accuracy: We can provide more accurate estimated timelines because our system is based on real-time workload, not on an arbitrary appointment schedule.
- Clarity: You will receive clear, automated updates at key milestones, so you always know the status of your watch.
- Efficiency: By batching work, our watchmakers can optimize their workflow, ensuring a higher quality of service.
Other Industries That Use This System
This type of queue management system is not unique to watch repair. You’ll find similar models in many other service-based industries where physical items are submitted for work. Examples include:
- Warranty Repair: Many items like power tools warranty centers use this type of system.
- Computer and Electronics Repair: Devices are checked in and then wait in a queue for a technician.
- Tailoring and Dry Cleaning Services: Items are submitted and then processed in a specific order.
- Specialized Manufacturing and Fabrication: Custom orders are often entered into a production queue.
Other Relevant Points
- Prioritization: In some cases, we may offer an expedited or “priority service” for an additional fee. This would allow a watch to be moved to the front of the queue, but this is an exception, like a wedding or a funeral , and is always done with full transparency. We have done this 3 times in the last 5 years; It is not common.
- Communication: While the system automates many updates, our customer service team is always available to answer your questions and provide more detailed information. Note that we do provide status via email, we provide status via a Status Tracking application. That said, we can provide any other information if a question or concern comes up.
- Security: Your watch is always stored securely, both when it is in the queue and when it is being serviced.
We are confident that our queue management system provides the most efficient and transparent service for your cherished timepieces. Thank you for entrusting us with your watch!