Our CM built a lot of products incorrectly, that is what was built didn't match the Bill Of Materials (BOM) provided. This was the second time in a relatively short time period so we requested a CAR from them. They indicated the root cause was, we provided a sample(our CM has requested we always send a sample) that didn't match the BOM, and the operator built the product to match the sample. The corrective action was to retrain the operator to always build to the BOM. We checked our records and they show the sample provided did match the BOM. Although, to be fair there are situations where we send a sample but it doesn't match the BOM as it's the first time we're building a product or we just don't have an exact sample on hand...
I plan to have a visit with our CM to discuss, but I'm a bit unsure the best tact to take build a stronger relationship without making them defensive. We've been trying to do a better job at capturing issues, and providing feedback. Historically we only captured major issues(a couple a year) and rarely provided feedback to our CM when we had issues, we'd just fix the issues.
Unfortunately it seems like this is making our CM defensive. They are key to our business and I want to create an open line of discussion where we're helping one another improve and not one of poking each other in the eye, which I think they perceive this to be. Suggestions, on how to discuss the questionable root cause they provided?
I plan to have a visit with our CM to discuss, but I'm a bit unsure the best tact to take build a stronger relationship without making them defensive. We've been trying to do a better job at capturing issues, and providing feedback. Historically we only captured major issues(a couple a year) and rarely provided feedback to our CM when we had issues, we'd just fix the issues.
Unfortunately it seems like this is making our CM defensive. They are key to our business and I want to create an open line of discussion where we're helping one another improve and not one of poking each other in the eye, which I think they perceive this to be. Suggestions, on how to discuss the questionable root cause they provided?