 In the global-based world of manufacturing today, hundreds and sometimes thousands of miles separate component and parts manufacturers from their customers. The lines of communication are stretched and valuable information gets lost in transit or translation. Manufacturers today are utilizing Customer Quality Representatives (CQRs) to bridge this gap, improve response time and develop better working relationships with their customers.
CQRs are the first contact point. Knowledgeable of your manufacturing processes, as well as the customers production systems, they work at your customer's manufacturing site on your behalf to represent you and bridge the communication gap. CQRs assist with new product launches, PPAP submissions, sorting and containment issues, and serve as a liaison for all quality issues.
CQRs assist you in eliminating waste by quickly communicating quality issues back to your plant. Ken Davis, a Plant Manager for a major component manufacturer, put it quite simply when he said, anytime a supplier has direct contact with the people who are using the part, it shortens the lines of communication, promotes good will and helps to resolve quality issues quickly and thoroughly. A free flow of information develops as the operators on the line come to know the Reps and how they can help make their job easier. The Reps receive information about emerging quality issues before they become big problems.
Ken went on to explain, From my perspective, the CQR is a person that understands our processes and procedures and understands the improvements that we can make to assist the customer. Since the CQR is regularly talking to the person who actually assembles the product on the line, he understands what the needs are for that operation. This shortens the time for improvement since simple changes that improve the quality or process can often be implemented with a quick phone call.
CQRs also add value to the process during a new product launch by observing the way the customer uses and handles the product in their production system, and relating that information to the manufacturer's process. Often, issues are easily corrected; for example, the way the part is packed may be affecting the process at the assembly point. The CQR observes this issue and suggests a simple change in the pack that is easily made. This resolves the problem.
Sorting and containment are huge expenses, and the CQR is utilized to insure these costs are managed. Issues found while doing a 100% inspection can grow in number if there is not a knowledgeable person who can insure the standard for non-conforming parts is well defined and can oversee what parts are being rejected during the inspection process.
CQRs have become an integral part of Quality in the global marketplace. Bridging the miles, synergizing the processes, saving costs by reducing waste and promoting good will in the supplier/customer relationship, they have become an indispensable part of any truly effective Quality Program.
Continental provides CQRs for its clients around the globe. Often an experienced and knowledgeable local retiree is recruited to fill this position, since the need for these services ebb and flow with new product launches and quality spills. The CQR visits the plant as often as is needed, which could be daily or twice a week. The CQR may only work 10 hours one week, then 50 hours the next. The customer is only charged for the hours worked. If containment or sorting services are required at the plant, Continental can provide these services, as well, at competitive rates.
Contact Continental today to find out how a CQR Program could save your company money while improving your quality.
Wacky Patent of the Week
Aaaaaarrrrrgh!!!! Do you sometimes become so frustrated that you just want to scream? Do you find yourself suppressing this urge for fear of looking foolish or disturbing others? Do you feel that there is a need in our complex society for a device that can be placed over the mouth and muffle your yell or scream? Well, that's exactly how inventors Moira and Frank Figone felt back in 1989 when they invented the "Sound Muffler for Covering the Mouth." This piece of true ingenuity was not only developed to muffle your screams of frustration, but also to translate your audible energy in to a visual indicator of how frustrated or angry you are. This is done by using a microphone placed inside to help gage the intensity of your screams and convert the energy, using circuit boards and an amplifier, into one of three lights which are explained as yellow, green, or red to show varying degrees of intensity. So, scream your head off. We will only be able to see how frustrated you are.
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