Footwear Repair Assessment and Completion Procedure

Purpose. This procedure sets out how repair jobs are received, assessed, quoted, completed and returned at the Preston footwear workshop.

1.Receiving the job

Every pair received for repair must be tagged with a job number and entered in the Production Work Orders system as a repair work order with the customer name, description of the footwear and the requested repair. Photograph both shoes on receipt. Note any pre-existing damage, wear or marks on the job ticket so the customer is not charged for it and the workshop is not blamed for it.

2.Assessment

Inspect the upper, welt or cemented bond, sole, heel, top piece, insole and lining. Decide whether the footwear can be repaired economically and safely, what materials are needed and how long the job will take. Record the assessment and the recommended repair on the work order. Footwear that cannot be repaired to a safe standard must be declined and the customer told why.

3.Quoting

Cost the repair from the repair price list plus any materials outside the standard list, and quote the customer before starting work. Record the quoted price and the promised date on the work order. Changes to the scope found during the repair must be quoted before the extra work is done.

• Heel block replacement, standard
• Top piece replacement, rubber or leather
• Half leather sole, cemented or stitched
• Full sole and heel
• Patch, stitch or lining repair
• Custom materials at cost plus labour

4.Completing the repair

Carry out the repair to the workshop standard using the materials on the work order. Solvent-based adhesives must be applied at the extracted bench and left to flash off for the time on the product label before bonding. Finishing must match the original edge colour and finish as closely as the materials allow. Check the pair together for symmetry, bond strength and heel height before marking the work order complete.

5.Return to customer

Update the work order to status Complete, place the pair in the collection bay in job number order and notify the customer. Any variation from the quote must be explained at collection. Uncollected repairs are held for 90 days and then handled under the unclaimed goods process.

6.Records

Keep the job ticket, photographs, quote and materials record with the work order for two years. Materials used must be issued in the Materials and Trims Stock system against the work order number.