I hear a lot of things in the
customer service area in regards to how to satisfy a customer. Some say “Under
promise and over deliver.” Others talk of exceeding their customer’s
expectations. While these are lofty goals, I’m going to go out on a limb and
call “BS” on these and other similar comments.
Certainly, you’ve got to
satisfy your customers to remain in business. However, in the manufacturing
world, customers contract for a product at an agreed upon price, to be delivered
on a particular date that meets the blueprint and purchase order requirements.
That’s it. Simple enough.
Here’s the rub. Let’s say
you’ve got a dimension on the print that has a fairly open tolerance. Many
choices are available on how to measure this dimension. These choices may range
from a simple set of calipers to a sophisticated coordinate measuring machine
that is capable of inspection to millionths of an inch. Both will give you
acceptable results. What do you do?
I know of many companies that
will put these parts in the CMM and measure away. I say it’s a gigantic waste
of time and MONEY. I submit that all you are required to do is comply with your
purchase order at the least cost to you. You’ve got to be able to document (as
required) what you made. But other than that, you’re done.
I had customers in my gear #manufacturing business that only wanted to know that we had put the right
number of teeth on the gear. Others wanted everything. (Those of you that do
this kind of work know what that means)
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