Customer not willing to reveal the usage or function of the part to the supplier

[Andrews]

Deming says "Quality is fitness for use " and not " meeting customer expectations".If a customer is not willing to share the usage / function of the part with the supplier ,then what should the supplier do?

[Mike S.]

You do what you can - make the product/service meet the customers expectations and if you can exceed them, great. Even if you knew the application it is doubtful you would be able to tell as well as the customer can how "fit for use" your product is. Perhaps Deming's contest was from an internal perspective.

[M Greenaway]

If the customer doesnt want it it aint fit for use is it ?

[Mike S.]

Martin,

That was sort of a curt answer, wasn't it? And I'd have to say I can recall some cases where that was not true.

[M Greenaway]

Andrews

Could you tell us where that quote came from ?

Mike

My response was based on the principal that we need to listen to the voice of the customer. He decides what is fit for his use. If we ignore this we may well find ourselves making product that to our minds is fit for use, yet we have no customers that want it.

'Fit for use' is a very subjective and whooly concept.

M Greenaway said:

Mike

My response was based on the principal that we need to listen to the voice of the customer. He decides what is fit for his use. If we ignore this we may well find ourselves making product that to our minds is fit for use, yet we have no customers that want it.

'Fit for use' is a very subjective and whooly concept.

When we do our "Contract Review" or "Product Realization", we determine and guarantee that our product is fit for use. No? The customer defines the crititeria and you meet the criteria and supply your product. No? Just think of it as fit for the Customer's use.
I agree, M. Who would make anything without customers? Am I missing something?
Does anyone think that the Customer has to tell you what he is going to use your product for? I guess you can always make that a pre-condition before the sale. You better have something good.
You won't be in business very long.
Most product warranty is voided if it is used in a manner not designed or intended for. No? What's this all about, Alfie?

[D.Scott]

What's this all about, Alfie?

Not really sure Energy, but there are some great thoughts here.

I agree that fitness for use comes down to the customer but is the customer always fair in making the judgement or just waving the "customer is always right" flag?

With the latest trend to "Zero Defects", a lot of customers will intertwine the definition Zero Defects with Zero Nonconformance. There is an obvious distinction between the two and Martin and Mike have hit on it. Every nonconcormance does not in itself create a defect.

I would like to hear from others on how you plan to address the "Zero Defects" mandate and are your customers allowing the distinction between defects and a nonconformance.

Great topic - hope it goes somewhere.

Dave

D.Scott said:

With the latest trend to "Zero Defects", a lot of customers will intertwine the definition Zero Defects with Zero Nonconformance. There is an obvious distinction between the two and Martin and Mike have hit on it. Every nonconcormance does not in itself create a defect.

I would like to hear from others on how you plan to address the "Zero Defects" mandate and are your customers allowing the distinction between defects and a nonconformance.

Great topic - hope it goes somewhere.

Dave

Dave,

Are we talking about a Customer who may declare our equipment not fit for use, even though we have a Purchase Order with all the requirements, terms and conditions spelled out? Or are we talking about something wrong with the equipment? The original post was, I thought, about a Supplier not having access to the use of his product, which I feel is irrelevant. I'm not sure what we are talking about, now, and I sure as he** do not know the difference between a defect and a nonconformance. I'm sure I'm about to find out. Just like the difference between continuous and continually, I hope not!