Behind the scenes at Brightstar
August 12, 2008 – 12:48 pm by mchuaThis is a long overdue post - we visited Brightstar at the very start of the summer. Here’s a behind-the-scenes look at how XOs get from the factory to the G1G1 end-user - a process that’s far more complex than I’d ever thought.
Entering the warehouse
We went to the warehouse of Brightstar, the supply-chain fulfillment company that’s been working closely with OLPC since the first G1G1. This involved rising groggily from a sleeping bag on Tank’s floor at 5:30am and staggering downstairs to the van where an unexplainably chipper Adam Holt (how does he look so happy on so little sleep?) was waiting for the drive to Libertyville.
Christine Myrick met us at the front door. Wearing closed-toed shoes and sans personal electronics, we were given visitor badges and shown into the main warehouse, which, if you haven’t been to a warehouse before, is a cavernous multi-storied open indoor SPACE. It’s a large box with a roof on it. Huge fans vented the area to prevent it from becoming an oven (this is apparently the first summer they’ve had fans, and the temperature has much improved). Boomboxes duct-taped to support pillars blasted music in languages I was fairly certain I didn’t understand.
Getting to work on RMA’d machines
Our “job” for the day: RMAs. Any support-gang member can tell you about RMAs (Return Merchandise Authorizations), which is what happens when a user calls up OLPC Donor Services and says “My XO is broken,” and Donor Services says “Okay, we’ll send you a new one; first send your broken one to this address.” We were at that address, facing the motley stack of boxes that had piled up at our door. There were original XO boxes in various stages of rumpled-patched-up-ness, FedEx boxes, boxes that used to house other products now stuffed with newspaper and foam and whatever the returning user could pad them with.
Our mission was to work this line to diagnose and triage the XOs; stations of chargers and batteries were laid up and down a row, and we ran back and forth with USB sticks booting, diagnosing, reflashing, and sorting them. (Next to us was a line of workers doing exactly the same thing, only about 10 times faster.) Some of the XOs had obvious issues like broken screens and ripped up keyboards. Some had clock errors that we set aside to unbrick later. We piled the broken ones up in a physical histogram to see what the problems were (mostly keyboards and screens). Most of the returned laptops, however, were NTF (No Trouble Found) when reflashed, leaving us scratching our heads at what the issues might have been.
At the end of the afternoon there were several pallets stacked with laptops that had been processed back in. Most of these would find their way out to repair centers and volunteers to be used for development and spare parts. After lunch, they showed us around the part of the warehouse where (a much larger volume of) XOs get shipped out.
How laptops get sent out
A good portion of the warehouse was taken up by shelves and rows and multi-story-ceiling-high stacks that forklifts roamed between like mechanical giraffes, putting up and taking down stacks of cardboard boxes shrink-wrapped to their wooden pallets. Conveyor belts ran past rows of pickers who grabbed parts from an array of bins behind them and stuffed them into the boxes ambling by. After the humans had done their work, the boxes accelerated into a shipping area at the back where they went fairly whipping past scanning beams, over a scale, and got slapped by a robotic arm with a shipping label (calculated precisely for that object’s size and weight) before shooting into a waiting truck. It was like watching giants do an exquisitely choreographed dance en pointe.
That’s how XOs get shipped out to individuals: they arrive in pallets from Quanta’s factories in Taiwan and China, get pulled individually from Brightstar’s shelves when instructions to ship come in, and whizz over conveyor belts into FedEx trucks.
It sounds simple, but then think about coordinating thousands and thousands of these pouring in - what XOs do we have in stock where, and when are more arriving? What truck does this box go in? That one? How do we change shifts of workers without interrupting the flow of XOs shipping or dropping boxes and data mid-stream? - and then considering that they need to do this simultaneously with other customers’ products so that streams of boxes of XOs and cellphones and chargers are weaving back and forth across the floor getting programmed and packaged and recorded and shipped - it’s a tough job, and I admire and respect the folks who can deal with that kind of incessant complexity on a daily basis.


