Handle Rework
Rework is work that failed its check and has to be done again. Recording it properly is what keeps the plan true and gives you the only honest measure of quality you will get.
Who can do this: Workshop Controllers, Location Managers, Org Admins and Account Owners.
Sending work back
Open the vehicle’s detail pane
Choose Found extra work, or reopen the stage that failed
Reopen the stage where the problem was introduced, not the stage where it was found. A paint defect discovered at quality control is a paint problem, and reopening quality control fixes nothing.
Confirm
The reopened stage becomes outstanding again, and the stages after it follow. The vehicle re-enters the plan as work to be done, and everything behind it is re-planned around the extra time.
What you see afterwards
The vehicle’s card carries a rework mark — Reworked n times — so nobody mistakes it for new work, and anybody looking at the board can see it is a second pass.
In the action centre it appears under Needs action with the reason “failed QA · back to rework”.
The rework count stays with the vehicle for the visit. It is visible to everybody, and that is deliberate: a car on its third pass through paint needs different attention from a car on its first.
A worked example
Santos Body Works, São Paulo. A Fiat Strada finishes paint on Thursday afternoon and goes to post-repair inspection. The inspector finds a run in the clear coat on the rear quarter.
Reopening Paint Application — not the inspection — sends the vehicle back to the booth. Paint prep before it is untouched; reassembly, quality control and final detailing after it become outstanding again.
The vehicle is re-planned into the booth on Friday morning. Its promise, which was Friday afternoon, now shows as at risk, and appears in the action centre — so the customer is called on Thursday evening rather than being met with an apology on Friday.
Reading rework as a number
Rework counts feed reporting, and they are the closest thing a workshop has to a quality metric that is not an opinion.
Used well:
- Look at rework by stage. Rework concentrated in one stage is a process or equipment problem, not a people problem.
- Look at rework by service type. A particular job that reworks often may be under-estimated, rushed, or genuinely harder than the catalogue assumes.
- Look at the trend, not the individual. A single reworked car tells you nothing.
Do not use the rework count as a stick for individual technicians. The moment it becomes one, quality checks start passing things they should not, and you lose both the measure and the quality.
Rework and the customer promise
Rework almost always puts a promise at risk, because the time was not in the plan. The vehicle will appear as at risk or breached in the action centre.
Deal with the promise as its own decision: expedite, re-promise with the customer, or accept the miss deliberately. Do not leave it to be discovered.
Common questions
Which stage do I reopen? The one where the problem was introduced. Everything after it follows automatically.
Can I reopen a stage on a vehicle that has been handed over? No. A vehicle that comes back after handover is a new visit — check it in again. Its previous visit stays on its record, which is exactly what you want when investigating a repeat fault.
Does the technician who did it originally get it back? Not necessarily — it is re-planned like any other work. If you want the same person to correct their own work, or specifically want somebody else, assign it yourself.
Is rework counted as extra revenue? No. It is work you are doing twice for one job, and reporting treats it that way. That is what makes it worth measuring.
We found extra work, not a defect. That is different — use Found extra work to add stages rather than reopening a completed stage. Extra approved work is not rework and should not be counted as it.