We currently received a complaint from one of our Russian clients.
The complaint is:
- There is painted 21pcs wooden legs which scratched while arriving at destination
- These scratched legs are not be able to sell in Russian
- These 21pcs wooden legs has been full checked by CQS inspection
Client's Request:
- Client is not happy for such inspection service and claim CQS inspector have not checked these 25pcs wooden legs
- Client asking for compensation
Issue clarification:
- We called inspector, show him the photo of the scratch legs, and asking his comment
- The inspector feedback that these defect is very seriouly and obviously, and it is not the same quality level leg which passed his inspection
Identify process point of cause:
The process is - 1) QC 100% inspection--> 2) wooden leg packing--> 3) container loading process--> 4) transportation--> 5) container dis-loading at destination--> 6) deliver to warehouse for storage
The potential process point of cause maybe: 2), 3), 4) 5). and base on our experience, we finally decide to focus on point 2) and 3). The reason is these 2 points usually proven as the cause.
Root cause investigation:
- We start to call the manufacturer to understand how these wooden legs been packed, after CQS inspector passed the inspection and left the factory (as this inspection is conducted before packing)
Answer from factory: these legs is wrapped by polybag, and then loading to container without carton box. These legs wrapped by polybag, is putting at the side of the container, and there is space room to allow these legs move forth and back.
Corrective Action recommended to client:
- change the package, use carton box to pack these painted wooden legs
- make sure the carton box is not movable in the container
- use this recommendation to trial run next production order, and valid its effectiveness
The case closed, and we found out the root cause to prevent it re-occur. These action finally help to reduce the cost of poor quality (COPQ)
The learning from the case:
- Respect the fact to find out what really cause the issue, to avoid re occurrence
- Open communication with client, to tell them what's your thinking base on the facts. it is value add to both your client and you. Don't be afraid losing business.
The complaint is:
- There is painted 21pcs wooden legs which scratched while arriving at destination
- These scratched legs are not be able to sell in Russian
- These 21pcs wooden legs has been full checked by CQS inspection
Client's Request:
- Client is not happy for such inspection service and claim CQS inspector have not checked these 25pcs wooden legs
- Client asking for compensation
Issue clarification:
- We called inspector, show him the photo of the scratch legs, and asking his comment
- The inspector feedback that these defect is very seriouly and obviously, and it is not the same quality level leg which passed his inspection
Identify process point of cause:
The process is - 1) QC 100% inspection--> 2) wooden leg packing--> 3) container loading process--> 4) transportation--> 5) container dis-loading at destination--> 6) deliver to warehouse for storage
The potential process point of cause maybe: 2), 3), 4) 5). and base on our experience, we finally decide to focus on point 2) and 3). The reason is these 2 points usually proven as the cause.
Root cause investigation:
- We start to call the manufacturer to understand how these wooden legs been packed, after CQS inspector passed the inspection and left the factory (as this inspection is conducted before packing)
Answer from factory: these legs is wrapped by polybag, and then loading to container without carton box. These legs wrapped by polybag, is putting at the side of the container, and there is space room to allow these legs move forth and back.
Corrective Action recommended to client:
- change the package, use carton box to pack these painted wooden legs
- make sure the carton box is not movable in the container
- use this recommendation to trial run next production order, and valid its effectiveness
The case closed, and we found out the root cause to prevent it re-occur. These action finally help to reduce the cost of poor quality (COPQ)
The learning from the case:
- Respect the fact to find out what really cause the issue, to avoid re occurrence
- Open communication with client, to tell them what's your thinking base on the facts. it is value add to both your client and you. Don't be afraid losing business.