Customer Service/Inside Sales Will Not Leave Us (Quality Assurance) Alone!

NikkiQSM

Quite Involved in Discussions
#1
Looking for thoughts / advice on this peeve of ours here at the company I work for....

Customer Service / Inside Sales just won't leave us (Quality Control) alone!!

"Is it good?" "Can I tell the customer it will ship today?" "Is this running yet?"

My gosh, I just want to shove some ear plugs in my ears to get through my day. It is incredibly distracting, and even the General Manager has had meeting with customer service and told them to back off and allow QC to do their job.

The GM also instructed CS to go through the Production Coordinator when they have questions if something is running, or so on.

Being a small company, the PC is also in charge of purchasing, so now SHE is getting hasseled and interupted constantly.

Anyone have any ideas of a simply solution to keep customer service from crossing the quality or purchasing line so we can get our work done? Anyone ever experience anything like this before?

Thanks in advance:bonk:
 
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yodon

Staff member
Super Moderator
#2
I expect everyone has experienced something similar.

Take a step back and try to understand why they are asking the questions. Is management over-promising? Does QC not provide adequate and timely feedback DURING the process? Is the process so out of control that it's a miracle when anything ships?

If your tasks are somewhat repetitive, maybe you can give good estimates at the start. If they aren't, maybe a (twice?) daily status update would keep the hounds at bay.

Try to put yourself in their shoes. What is driving the questions. What information do they need. Understanding where they're coming from might help identify a better solution.
 

Sidney Vianna

Post Responsibly
Staff member
Admin
#3
Anyone have any ideas of a simply solution to keep customer service from crossing the quality or purchasing line so we can get our work done?
Many organizations that I audited, over the years, had meetings every work day, early in the morning, with people from different functions; status of jobs, orders, priorities, hot items, etc. were all discussed so, the proper information could be passed on to the appropriate parties, such as customers.

By doing so, the constant disruptions during the day were minimized.
 

Big Jim

Super Moderator
#4
Ultimately the best answer may be a computerized production tracking tracking system so any interested party can look it up easily for themselves.

Another obstacle I have seen is when the sales pay plan is so aggressive that each sales person hounds production to get their orders out without any regard to the rest of the orders. When this happens, the cure can only be applied from the top to minimize this behavior. You really know it is bad when you discover that sales people are bribing schedulers.
 
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