This customer is a global tier 1 for automotive parts, which manufactures high tensile bolts. Its head office in Italy, and there are 12 plants in America, France and China. Until now, we have cooperated with each other for 8 years, and buy our dies and pins.
In the beginning, this customer purchased one kind pins from lots of suppliers in China. But punches each supplier provided have no stable lifetime, some of them have long lifetime, some of them have short lifetime, which no supplier can meet the common requirement of customer, even have half the capacity. As the purchaser, they cut the purchase cost and replaced supplier frequently. Pin our company provided, it cannot meet their requirement completely, but we were not replaced for our pins with stable lifetime, which it is better than other suppliers but still far away from customer’s requirement.
After supplying the product to this customer for a period of time, due to the inability to increase the production capacity and the meager profit, we began to think about why the tool produced strictly according to the drawings could not meet the requirements of the purchaser. The drawing was produced after repeated discussions and confirmation. There should be no drawing error.So we decided to go on a field trip to the factory.
The first time we went to customer’s plant, our boss found the key of problem. There is no any problem with drawing, and our pins matched machine perfectly. However, in customer manufacturing procession, the customer employee would carve an angle on pins by theirselves before they run the machine. As we all know, it is quite different between carving by handmade and by machine, which nobody can control the tolerance in carving by handmade. In fastener tools industry, any error in tool will be enlarged in production procession, contribute to lots of unqualified product and effect tool’s lifetime .
We felt happy to found the key and soon communicated with customer how to solve it. Since there was error in carving by handmade, we had rich experience to operate machine so that we can modify the drawing and add one step in our production, which it can be manufactured by CNC milling and engraving machine. Customer accpeted our advise. Our boss took the first trial samples by air plane but it is unqualified, and returned back. Again and again, after three times, we did it. The lifetime and production capacity of this pin has been increased from 70,000 to 80,000 to 150,000 to 200,000, more than half of the expected 120,000 to 130,000. During the eight years of use, its production capacity has been very stable. At last, it was listed as the product exempted from inspection by the customer. The purchase price was also adjusted back to the standard level.
If we did not find the cause just as other suppliers manufacturing as per drawing, it is possible to be removed by our customer. However, our dedication to technology and sincere service have touched our customers, and we have obtained an order of perennial cooperation. At the same time, we have made a strong trust in our customers and friends.