Bigtech Quality Statement:  Bigtech is committed to total quality management and to providing products and product related  services that conform to all established requirements and exceed the expectations of our  customers. We are committed to achieving total customer satisfaction and to providing error-free  products and solutions on time, with customer satisfaction second to none.  To better achieve the level of quality and customer driven results demanded by the company and its  customers, Bigtech has combined the clarity, focus and disciplines of Lean Sigma and Kaizen with  the procedural discipline of the International Standards Organization (ISO) standards.  Bigtech is one of Canada's leading providers of advanced technology services. Service excellence is  the niche that Bigtech fills in this ever expanding field of repair, refurbishment and supply chain  management. We continuously add to our suite of technology services to meet the ever-changing  needs of our customers.  Supporting a wide range of products that is ever expanding:  Notebooks    Pocket PC's  Server Products  Monitors (LCD/CRT)    Projectors  Printers  Handheld Devices    Scanners  Digital Camera units  Electronic Devices    Peripherals  CD Rom DVD/CDRW  Logistics Management  Proactive Customer Care  • Warehousing  • Pick, pack and ship  • Configure to order  • Service parts and logistics management  • Advance exchange programs  • Transportation management  • Technical Support  • Warranty / RMA services  • Inbound order processing  • Customer relations and retention services  • Asset retrieval  • Remote monitoring    Asset Recovery  Bulk Repair  • Returns management  • Demanufacturing  • Re-manufacturing/refurbishment  • PSO (Part Supply Optimization)  • Recycling and disposal  • Advanced technology  • System-to-component level repair  • Failure analysis  • Engineering change order    Depot Services    • Same day/contractual turnaround  • Serial number sensitivity  • Carry in service (warranty/non warranty)        Bigtech has leveraged its relationships with key customers and transportation and delivery  companies in order ensure that the necessary parts are available where and when they are needed  at the total lowest cost for repair, refurbishment and re-manufacturing activities. In order to achieve  this, Bigtech utilizes information and technology, as well as the internet to improve customer  service while reducing inventory and transportation costs.  Logistics Management capabilities include:     • Inventory management     • Serial number management     • Parts management     • EC management     • Parts exchange     • Configuration management     • FGI (Finished Goods Inventory) levels     • Reverse logistics     • Advanced exchange     • Warehousing     • Shipping/receiving     • Scheduling     • Forecasting     • Freight carrier management        Bigtech considers partnership to be a relationship between two companies that have an invisible  seam and appear to be one from your customers' perspective. Internally we view ourselves as an  extension to your service department, sharing joint business principals. It goes beyond providing a  basic repair service; we must be able to provide other value added benefits that are required by both  yourself and your customers. We are aware that our actions are a direct reflection on your  reputation and that we must constantly endeavour to maintain the high level of quality set forth by  you, our client and ourselves.  Bigtech utilizes a "Proactive Customer Contact" approach that includes any contact required from  the time that the customer defective unit is sent to the repair provider, through to the time that the  customer has received a repaired or replacement unit. This does not impact the initial call centre  support of the customer.  This process focuses on the development and implementation of a custom-designed process to  enable direct customer contact by Bigtech for any issues arising during the hardware support  process. This will enable you to more proactively and effectively manage the customer service  experience.  The goal is to improve end-to-end cycle times (TAT) and to increase the first-time fix (FTF)  percentage. Improving both TAT and FTF percentages will together reduce the burden on you to  manage exceptions and escalations, and will improve the overall customer experience.  In order to improve the return rates and cycle times for RMA's, Bigtech utilizes a custom designed  process that enables you to more effectively track and retrieve defective inventory directly from your  customers. Improving levels of returns reduces the burden to supply new products.        When old or defective products are returned, they often contain components that can be refurbished  and reutilized. Bigtech's asset recovery offerings also greatly reduce the impact of electronic  products in the environment through the recycling or reutilization of components and parts.  Specialized technicians inspect and analyze each product and its components for re-use or  disposal. Recovered parts are subjected to extensive testing and checks to ensure quality, and are  quickly added back into the supply chain for re-use. Obsolete or defective products are disposed in  a safe and ecologically sound manner.  When partnered with repair services, our asset recovery operations also greatly diminish the  amount of waste created in product repair.  Our asset recovery capabilities include:     • Asset verification        · Inspection        · Configuration        · Test     • Re-manufacture and reconfiguration     • De-manufacture for PSO (Part Supply Optimization)     • Disposal or recycle        At the system and component levels, Bigtech provides the technical expertise necessary to service  a wide range of electronic products. Our service technicians are highly skilled in the support of  today's most advanced technologies, including LCD, and optical and wireless product repair.  In order to remain on the leading edge of technology, Bigtech has forged relationships with major  ODM's (Original Design Manufacturers) and OEM's (Original Equipment Manufacturers). These  relationships allow Bigtech to offer the best overall price and quality in our industry.  Bigtech's repair and maintenance capabilities include:     • System and component repair     • Cosmetic repairs     • Refurbishment     • Remanufacture     • Upgrade - hardware and software     • Test and burn-in     • Component de-bug     • Field ready pack-out     • Direct ship     • RMA control     • Advanced exchange     • DGI management     • EC management     • Optical repair and test screening     • LCD repair        Depot repair consists of three main areas of flow; component repair, modular exchange and  advance exchange. Component repair consists of diagnosis to the failing component and the  replacement of the component. Modular exchange is described as diagnosis to the failing module  (i.e. mother board) and the replacement of the failing module. Advance exchange is performed when  the customer has purchased extended warranty, which allows for the replacement of the defective  unit with a new/refurbished unit, which will be sent to the customer who will utilize the packaging to  facilitate the return of the defective unit to the service depot.  Fast Depot Capabilities:     • FRU exchange     • ECO upgrade     • Test     • NTF screen     • Field ready pack-out     • Direct ship     • FGI management     • Failure analysis