Let’s Talk About Turnaround Times
We often get the question, “What is your turnaround time?” In this issue of Q&A, we will explain how AGS Laboratories looks at turnaround time and what our current turnaround times are!
When diamonds arrive at the Lab, all packages are opened to confirm the contents. Once confirmed, the diamonds are received and entered into our system. Depending on the amount received on a given day, along with the varied arrival times of shipments, the receiving process for all items may take the full day. We consider this “Day 0” because of the low probability that the production process starts for items on the day they are received. However, for our analytics, the moment the diamonds are entered into the system, the clock starts ticking.
Total Turnaround Time
Here are the definitions of turnaround time for AGS Laboratories:
Turnaround to Grading Results – The time in business days it takes to complete the standard steps needed to get preliminary results to the client.
Total Turnaround Time – The time in business days from when the diamonds are received in our system to when the diamonds are shipped back to the client. Since this time is based on additional services and the client’s response time, the total turnaround times can vary.
The following are our average turnaround time for grading results and average total turnaround time from April 2021 through September 2021 (six months):
Turnaround to Grading Results: Three days
Total Turnaround Time: Just over eight days (8.37)
The Standard Process Steps
The steps in the standard process can currently be completed without delay and are not contingent on add-on services. They are as follows:
- Weight & measure
- Pre-screen testing
- Color grading
- Clarity and finish grading
- Advanced testing
- Preliminary grading results sent
For many clients, the completion of these services is a crucial step. With the preliminary results, decisions for additional services can be made by the client, or the diamond’s grades can be added to the client’s inventory systems.
Once the preliminary grading results are sent, the Client Experience Specialists at AGS Laboratories wait for a response from the client (unless standing instructions are available). Once we hear back from the client, some additional steps may include any combination of the following:
- Inscription services – Diamonds are inscribed with the report number, a logo, or both
- Video capture – A 360-degree video is taken for the Only My Diamond® online platform
- Report printing and preparation – Reports are printed, laminated, and packaged for shipping
Because of these steps, there is a potential for two to three days to be added after the standard process steps are completed.
Normally all services are completed smoothly and efficiently; however, there are some scenarios where potential delays may occur. One of the longest delays can be the wait for a response from the client by our Client Experience Specialists. Typically, this wait is less than one day, however, there are times when this can be a bit longer. This adds time to our total turnaround time, from in-the-door to shipping.
Diamonds are not submitted for additional services until final instructions have been received from the client. At which time, they are completed on a first-in, first-out basis.
Another potential delay could be caused by large volumes of items needing specific services such as video capture, or laser inscription. This is a rare occurrence.
Speaking of large volumes, the overall volume of diamonds received for processing will also have an impact on turnaround times. Like any other process, the more that needs to be done, the longer it will take. This is often the case during busy seasons when demand is high like just before the holidays.
The Business Week
While business in the industry continues every day, AGS Laboratories runs on a five-day workweek. We are open Monday through Friday from 7:00 a.m.–3:30 p.m. Pacific time. This means that items are not processed on the weekends. We are also closed on most national holidays.
AGS Laboratories always strives to provide the most efficient and seamless service to our clients. We hope this issue of Q&A provides some insight into how we think about and calculate our turnaround times. Please let us know if you find the information about our average turnaround times useful.
If you have any questions you would like to ask the Lab, please send your inquiry to email@example.com.
Thank you for your continued support!
– Q&A (Quick & Abel)