Raptorwild said:
Mike, Honeywell has a similar score card system. Our delivery profile will show a number of parts received late, when our documentation has been stamped by a Honeywell representative as being received on the day it was due. I have called to talk to them about it and get the run around.
. . .
Does anyone else think a CAR is a good idea?
Paula
I'd hold off on CAR until I explored the situtation a bit more. I know many major customers would simply ignore a CAR directed at them.
This is a highly political situation in many organizations - the left hand does not know what the right hand is doing and then proceeds to punish all who counted on the right hand to stick up for them.
Getting a runaround when you call means one of two things:
- the person you called did not have the authority to get you an answer
- the person you spoke to didn't realize or care about the implications of a non-response - maybe it's even a customer's policy to "extort" concessions from a supplier
Either of these answers means you need to do some research to find a person at the customer with authority over the situation. I'd start with each of the people whose signature appears on the purchase order and work up the ladder from there. It often helps to talk directly with QM at customer and ask advice on how to proceed.
(Professional courtesy still reigns in the Quality profession.)
Sad thing is, it seems it's always the biggest or most profitable customer that wields the most unfair sword. I'm thinking particularly of customers who impose fines and arbitrary discounts when they "detect" poor delivery performance by a supplier.
We once "fired" a customer because the soft cost of dealing with his hassles was more than the hard profit we made from his business.