Nonproductive time (NPT) caused by preventable tool and equipment failures in offshore drilling and completion operations typically accounts for 5% of well delivery time, but can reach as high as 30%[1]. This equates to millions of dollars per year that could have been spent on other well delivery opportunities. Mutual benefit exists for both operators and vendors to dedicate the time and effort necessary to consistently perform comprehensive investigations and develop effective solutions to mitigate risk of repeat failures. A one-sided or inadequately supported approach to failure response can lead to incomplete analyses and insufficient solutions that treat symptoms rather than root causes, thereby sustaining or creating reliability gaps and allowing further NPT to be incurred. In recent years, Shell’s Gulf of Mexico (GOM) drilling operations formed a specialized, dedicated team to establish and facilitate an effective, sustainable approach to failure response. The team’s immediate goal was the reduction of NPT cost associated with drilling tool failures. Long term, the team’s objective was to promote a culture within both operator and vendor organizations for effective failure prevention and performance improvement. Via this team consistent representation, influence, and support is maintained during failure response activities. The team enforces vendor failure response expectations and ensures complete, unbiased analyses and solutions with appropriate local, regional and global communication within operator and vendor organizations, such that the chance of repeat failures anywhere in the industry is minimized. Since inception, the team’s efforts have facilitated a significant reduction in NPT, which translates to yearly multi-million- dollar savings. Given its evident success, the scope of this initiative has been expanded within the Americas and also in global operations. This paper reviews the approach and process, clarifies the roles, responsibilities and accountabilities for both operator and suppliers, highlights the mutual benefits for operators and vendors, and illustrates the effectiveness of the approach through its very positive impact on operational NPT reduction.