Wednesday, September 11, 2013

An internal Hardware repair centre Vs Outsourcing



One critical decision that IT Management has to make is whether to outsource hardware repair services or to hire hardware technicians to do all the hardware repair work at the company. Let’s look at the pros and cons of each of the 2 approaches.



The benefits of an internal hardware repair centre:
  • A more timely reaction to hardware faults and failures. Delays are minimised as the hardware support personnel will be locally available and no time is wasted writing gate passes for proper out-taking of the computer equipment, seeking quotations, and making orders to get the faulty hardware assesed and repaired. 
  • Low chances of losses to computer consumables and componets as internal staff are more likely to be honest concerning the nature of the hardware faults and are unlikely to cheat or steal computer componets.
  • Faults and trends in failures of particular computer hardware can easily be monitored and meaningful recommendations made for replacement made. On the contrary an outside repair technician may fail to acknowledge that a piece of equipment has turned into a white elephant and needs replacement not continued patching as they continue to enjoy making a fortune repairing the same fault on some computer equipment.
  • It is usually cheaper to have a hired specialist repair faults than getting quotations from an outsorced hardware specialist who charges an hourly rate.
Drawbacks of an internal hardware repair centre strategy:
  • Delays in hardware servicing can be experienced if a proper inventory of computer spares and components is not maintained. Repairs may take exceedingly long in trying to raise quotations and orders for computer equipment and components.


  • If faults hardly occur,maintaning, keeping and paying salaries to Hardware Maintenance personnel may be more costly than the costs of outsourcing hardware repair services when the need arises.
  • It may be difficult to find a hardware technician with expertise in all the hardware platforms in the organisation; for example it may be rare to have a technician who knows printers, scanners, PCs and plotters. This may force the company to employ too many technicians and increase the staff compliment in turn increasing the wage bill.
  • Internal hardware servicing may lead to poor service to computer equipment; this is in comparison to sending your equipment to an outsider who specializes on that particular hardware and manufacturer model.
When is an internal Hardware repair centre strategy the better option
  • When the company is relatively large or there are many or frequent repair jobs-This ensures full usage of the hardware specialists human resources
    When hardware down time impacts heavily on the operations and functionality of the organisation
When is outsourcing of Hardware repair services the better option?
  • When the company has a proper hardware replacement policy-with a proper hardware replacement policy, computer equipment is usually replaced before it begins to cause frequent failures and thus hardware breakdowns are fewer. Under such cases the expertise of hardware specialists can be sourced only when needed.
  • When computer equipment failures are not critical to the operations of the organisation-if computer equipment breakdowns are not critical to the business operations and a delay in hardware servicing can be accommodated, then it may do no harm having to wait for the outside hardware specialist to work on his own pace to bring our equipment to fuctionality

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