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How CTIA, the wireless association, rallied the industry to raise the bar in reverse logistics
By Michelle James | Vice President of Strategic Industry Programs at CTIA
Let’s face it. Reverse logistics is a challenge in all industry segments, and mobile device reverse logistics isn’t any less complicated. At the end of 2017, the wireless industry association, CTIA, established the Reverse Logistics & Services Quality (RLSQ) program to build working groups to address common issues throughout the reverse supply chain for smartphones. The goal of the RLSQ program is to rally the mobile eco-system to collaborate on best practices, guidance, and certification pathways where appropriate by establishing voluntary standards that are created by the industry for the industry.
The mobile industry is deep with multiple stakeholders. The most important stakeholder is always the consumer. Consumer satisfaction during the entire lifecycle journey of their devices is of utmost priority. Since the journey of a device can take multiple pathways, there are many stakeholders throughout the supply chain coupled with fast-changing demands on various device types. The RLSQ Leadership Council, formed as a steering committee to address common industry challenges, is comprised of OEMs, network operators/carriers, service retailers, remanufacturing service facilities, 3PLs, on-demand technician organizations others. The council agreed upon five core areas to address common industry challenges in the following areas: grading scales, service facility certification, technician certification, retail service provider certification, and parts traceability across the supply chain.
The core common areas led to working group charters, and then the real work began to create standards. Through industry consensus and more than 50 wireless companies of all sizes and various expertise in the supply chain supporting the aftercare of devices, we marched forward over many meetings to frame a foundation for transparency, integrity, definitions and criteria for a better customer excellence experience. When any supply chain can speak the same language, through agreed upon terminology and common understanding of best practices through shared cross-industry knowledge, the entire industry wins. Most importantly, the customer wins when supply chains are operating with greater efficiency.
There had never been a recognized industry standard developed to legitimize this important skillset, nor one that the entire industry could collectively adopt.
Establishing grading scales was an important initiative the entire eco-system could benefit. For years, there were arbitrary criteria and definitions established between buyers and sellers of secondary devices across many trading partners. The terms were not universal. The methodology of how each device was graded was not consistent. Even common lexicon for defining the actual surface areas for cosmetic grading nor consensus on what constitutes a fully functional device. Notoriously, there were stories between buyers’ and sellers’ ongoing disappointment of trusting they were trading an A-grade product that was more likely a B-grade or worse because definitions were so widely different. The industry came together to create a collaborative criteria and definitions for device grading and published it for the entire industry to utilize. The goal is not to police the industry in any way, it is a document that can be adopted by the industry built by the industry and utilized voluntarily as a central point of criteria and definition guidance.
Next, a dedicated working group took on the task of establishing recommended baseline requirements for facilities, often referred to as a ‘depots’ in the mobile eco-system, to shore up supply chain expectations for operational excellence in facilities performing reclamation, refurbishment and remanufacturing of devices. The CTIA Authorized Service Center Program was born. This program certifies facilities that meet the highest quality and security standards, enabling the supply chain to provide high-quality pre-owned wireless devices to consumers. Facilities that qualify for CTIA Authorized Service Center certification must maintain a high level of service quality and possess ISO 9001 accreditation and SERI R2 certification. They must also maintain strong physical and data security standards and agree to regular auditing to ensure continued commitment to quality and security. Global Resale, based in Austin, TX became the program’s first certified facility early this year.
As we continue to look towards the future our next area of focus is a working group whose focus is centered on parts traceability, more specifically how tracking OEM batteries throughout the supply chain might benefit the channel and consumers.
One glaring gap across the entire eco-system which included the supply chain aftercare service centers as well as consumer facing service expectations was how to qualify mobile device repair technicians. They were everywhere, starting repair businesses in their dorm room to fixing phones in retail storefronts, to techs on wheels, to folks working on an assembly line inside service facilities. Yet, there had never been a recognized industry standard developed to legitimize this important skillset, nor one that the entire industry could collectively adopt. Several private training and certification companies had been established, but each represented independent business models, and some were sales funnels to other product engagements for their students. This working group brought together 53 companies across OEMs, carriers, service centers, retailers, and others to create the baseline for a technician certification. The goal was to make this certification equally accessible to anyone, no matter where they performed device repair. This program was branded, WISE™ Certification, which stands for Wireless Industry Service Excellence. The program educates and tests wireless device repair technicians on industry-recognized standards, certifying those that meet the highest standards for service quality and technical skill knowledge. Today, we proudly have more than 10,000 technicians on our learning platform since we launched the program last year. In a crowded marketplace, and especially now with many deemed ‘essential workers due to the COVID-19 crisis, having trusted technicians keeping us connected is critical.
Next, the working groups turned to consumer channels with a team called “Retail & Mobile Service Excellence” to begin to address standards that could be implemented in a retail environment to enhance consumer trust. The group, once again made up of a cross-section of the entire eco-system, to identify what requirements define a quality repair retailer or quality on-demand organization. We launched the WISE™ Authorized Service Provider (ASP) Program. The ASP program creates a network of certified retail locations, helping consumers identify qualified providers that meet the highest standards for service quality and wireless device repair. Certified retail locations must meet defined operational safety measures, security, device diagnosis and triage processes. Participating WISE ASP certified locations are also required to have WISE Certified technicians on staff with at least one certified technician during posted hours. Even in the face of COVID-19 this year, we have onboarded almost 1,000 stores nationwide, with hundreds in the queue progressing through the auditing process. National franchise operations and several independent stores were early to adopt the program this year, including; Batteries Plus Bulbs, uBreakiFix, Cell Phone Repair (CPR), iFixOmaha, FixIt Mobile, to name a few.
As we continue to look towards the future our next area of focus is a working group whose focus is centered on parts traceability, more specifically how tracking OEM batteries throughout the supply chain might benefit the channel and consumers. This is a very forward-looking objective of the industry to work towards refining ways the channel can work better together for confidence in knowing the device is powered by a certified battery without physically opening the device. Battery traceability at a data point level. The goal would be for greater access to the marketplace for the replacement of quality batteries throughout the lifecycle of a device. The consumer electronics manufacturers also have great interest in this effort, much like the stakeholders in mobility. This work will be a longer arc perhaps than some of the other challenges addressed, however certainly no less energy in this effort as with everything else the program has deployed since its launch.
It is very exciting to see the industry come together to help make itself better. Consensus and collaboration in any standard-setting arena is never for the faint of heart. The effort by all those who have participated, collaborated, and shared their bandwidth to bring this program to life has been an exciting chapter for the wireless eco-system and one we hope continues to evolve.
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If you are looking to obtain certification in your current field, seeking a new career, or looking at an entrepreneurial opportunity in device repair, WISE Certification provides the most comprehensive knowledge available in smartphone, tablet and Chromebook repair. Study materials are provided for Level 1 certification, it is self-guided and the test when you are ready, is taken online. For Level 2 certification, depending on your background and qualifications, we can provide you with the best guidance to obtain your Level 2 certification. This is a fast growing industry with exciting entry-level opportunities, learn more about WISE Certification today!
Download our ASC Policies & Procedures pdf here.
Step 1 Prerequisites for Authorization:
The ASC Program requires that the facility be ISO 9001 compliant, and their line managers be WISE Certified. Recyclers are also required to be R2v3 or compliant with e-Stewards.
Step 2 ASC Audit:
At your convenience, please reach out to programs@ctiacertification.org to coordinate with an approved and authorized auditor.
Before the day of the audit, you will need to provide the following:
WISE Authorized Service Centers (ASC) demonstrate a commitment to excellence that aligns with the standards set forth by the Policies and Procedures for WISE Authorized Service Centers. This document defines the facility requirements and processes to become a WISE ASC for the repair, refurbishment, and remanufacturing of wireless devices.
Device Repair Retailers, Kiosks, On-Demand Vehicles, and more who meet the requirements outlined in the Authorized Service Provider Certification Program Document.
To differentiate your business and demonstrate your commitment to quality.
Click the Learn More button below for guidance on certification.
The fee is $400 per location or vehicle. Each location and/or vehicle will renew annually for $400 USD.
The short answer – the wireless industry. WISE Certification is a collaborative effort across wireless carriers, device manufacturers, insurance companies, independent repair shops, and leaders in reverse logistics.
WISE stands for Wireless Industry Service Excellence. It is the industry recognized standard for retailers and technicians performing phone repair. As a WISE Certified service provider, we are committed to delivering a consistent and reliable repair experience.
The truth is repairing your phone is personal. You deserve a reliable and trusted professional to make sure your most valued asset is repaired with industry recognized standards. Our hope is that this WISE Certified Provider location gives you peace of mind as you hand over your phone for repair.
WISE Certification is proud to provide you with the highest quality of device repair service in the industry. Look for this sign on the repair store for the confidence you deserve with your most trusted possession. Thank you for trusting us with your phone today!
Smartphones continue to be the remote control to our lives keeping the world connected. When devices are not operating reliably, anxiety sets in quickly! When seeking repair services at a WISE Authorized Service Provider, consumers can be more confident their technician has met the requirements established by wireless industry subject matter experts. Consumers should rest assured data is handled with best practices, and basic safety protocols are followed. Certified repairs should be performed with the highest of quality industry recognized standards.
Chromebook Certification is recommended for technicians at retail, repair depots and on a school campus performing Chromebook repair services, IT professionals managing fleets of Chromebook for enterprise and educational institutions, and others engaged in repairs within a K-12 depot program. Anyone wanting to advance your skills, or add to your other WISE Certifications.
This comprehensive certification program aims to equip technicians with the necessary skills and knowledge to excel in the fast-evolving world of Chromebook technology.
To pursue designation as a “WISE Specialist Level 1 for Chromebooks,” enroll in the WISE Level 1 Knowledge Exam for Chromebook Repair.
Anyone wanting to grow their technical skillset in device repair.
WISE Level 2 certification is a great way to advance your career in the industry. You will be qualified to repair common device issues and restore device to working condition.
The WISE Level 2 Test Out allows experienced technicians to bypass the program’s hands-on testing requirements by assessing a technician’s practical skills and knowledge, providing an opportunity for experienced technicians to demonstrate their proficiency without undergoing the full Level 2 hands-on training. Level 2 Certification is only available to technicians who have successfully passed the WISE Level 1 Knowledge Exam.
To enroll, please visit our WISE Platform, select Course Catalog, and click the course titled WISE Level 2 Certification Test Out.
Anyone wanting to grow their skills in device repair. You’ll get all the basic knowledge of best practices and device safety protocols for smartphones and tablets.
This certification is a great first step into device repair, a bonus for customer-facing, non-technical staff in repair shops, and more!
Level 1 WISE Certified Technicians are considered qualified to perform diagnostics or repair common device issues without opening the device.
Certification is valid for 2 years upon technician certification anniversary date. Re-certification fee for WISE Level 1 is $200 USD.