GXO WHITEPAPER
For higher-complexity programmes – those with significant throughput or a large number of distinct SKUs – an automated storage and retrieval system may be required to maintain those response time benchmarks. These decisions are typically part of the broader programme design, ensuring the physical infrastructure of the spare parts operation is calibrated to the demands of the specific deployment.
At GXO, the full scope of a mature critical spares programme encompasses kitting, builds, decommissioning, rack moves, spare parts replenishment and server repair. Key performance metrics include kitting run accuracy, parts availability, management of approved alternates and return material authorisation( RMA) – the reverse logistics of components coming out of the data centre for warranty or repair processing. Effective reverse logistics management translates directly into warranty recovery for parts that remain under warranty – a financial benefit that compounds at scale.
But one metric sits above all the operational KPIs in GXO’ s customer review process: safety. As Marcus explains, the first item on the agenda in any review is safety performance – a reflection of a culture in which the well-being of the people carrying out these operations is treated as a non-negotiable precondition for everything else.
“ When we have a review with a customer, the first thing we talk about is safety. If someone is hurt, it doesn’ t matter if we deployed or shipped everything on time”
Marcus Machado Business Unit Director GXO
78 May 2026