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Find improvements through data-driven training.

Who is iFixit?

iFixit is the international, online repair community that teaches users how to fix the things they own. Founded in 2003 by California Polytechnic State University engineering alumni, Kyle Wiens and Luke Soules, iFixit has published over 10,000 repair manuals on everything from electronic devices to cars, musical instruments to outdoor gear. iFixit’s mission is to make repair easy, clear, and accessible. And within just 10 years, they have taught repair to a 100 million people—professionals to novices, Silicon Valley to Shanghai.

But as electronics—like smartphones and tablets—become thinner and sleeker, they also become harder to repair. Folks don’t just need great repair manuals, they also need specialty repair kits to navigate past the glue and screws in modern devices. So iFixit’s team engineered a line of custom repair kits—including the popular iPhone Battery Replacement Kit and the Pro Tech Toolkit. They ship out over 1,500 units daily—and on their busiest days assemble 5,000 kits. With packages flying out the door to destinations all over the world, iFixit’s Operations department has little extra time to train new hires or correct assembly errors. They needed a better system to onramp new employees—one that would also cut down on human error. And that’s exactly what they got with Dozuki’s visual training manuals.

From static spreadsheets to streamlined software

Andrew Stone, iFixit’s Director of Inventory Processing, explains: “Before we implemented Dozuki, we used a spreadsheet to describe every kit. And you physically had to walk a new hire through the steps—usually about 10 times. It took up a lot of everyone’s time. Now, we just show trainees our Dozuki site and then they can rely on the resource.”

Data-driven training

But it was Dozuki’s Data Capture feature that really captured iFixit’s attention—and increased the quality of products that left iFixit’s shipping bay each day. Ryan Watkins, Lead Inventory Processor, describes their use of the feature. “Using data capture, we can see everything—the number of completed kits, assembly time, and dashboards of our most efficient employees. It keeps our crew accountable.” Looking at the key metrics on their Dozuki site, Watkins says, “Assessing employee productivity used to just be anecdotal, but now we have the data to back up who is doing well—and who can improve.”