Dealing with a forgetful Special Processor

Q

qualitypirate

#1
Greetings Elsmar People,

I have a little issue going on right now with one of my special processors (forgive me for not being more specific on what/who, but I will say they are AS/NADCAP certified) We sent them some parts to be treated recently and waited the usual lead time. They called us with two days left to the deadline asking for a material cert because they had no idea what this material (its not a common type but its also not unicorn hair.) was and didn't know how to treat it. This would be well and good if it was a first time job. The problem lies in the fact that they have done the same process to the same part with successful outcomes more than four times for us in the last 2 years:frust:. I had to go back into my system to give them their old PO'S to look up and they are still having a hard time getting it done. Any advice wise people of the Cove?
 
Elsmar Forum Sponsor
#2
Greetings Elsmar People,

I have a little issue going on right now with one of my special processors (forgive me for not being more specific on what/who, but I will say they are AS/NADCAP certified) We sent them some parts to be treated recently and waited the usual lead time. They called us with two days left to the deadline asking for a material cert because they had no idea what this material (its not a common type but its also not unicorn hair.) was and didn't know how to treat it. This would be well and good if it was a first time job. The problem lies in the fact that they have done the same process to the same part with successful outcomes more than four times for us in the last 2 years:frust:. I had to go back into my system to give them their old PO'S to look up and they are still having a hard time getting it done. Any advice wise people of the Cove?
Yes! You know who their CB is, so write and tell them the situation. Clearly, they don't have a robust Contract Review process (or much after that) and aren't "customer focused" to have a job in there without someone asking WTH? The auditor SHOULD check on this process. Also, issue the supplier a complaint. Formally.

Good luck!
 
S

SvanRaay

#3
I would always suggest sending a current copy of the drawing of the part with your purchase order. This way the information the process house requires is available. This will also help with any masking issues, surface finish issues, or tight tolerance issues.
 
P

PaulJSmith

#4
Sounds to me like your supplier is having some other problem, and is using this as an excuse for the delay.
 
Q

qualitypirate

#6
The situation resembles a key employee turnover symptom, with the new kid / team slow to come up to speed regarding tribal knowledge.
Thats what it felt like to me, so I was hesitant to burn a possibly new person who might have inherited a mess.
 
#7
Thats what it felt like to me, so I was hesitant to burn a possibly new person who might have inherited a mess.
So, may I ask, what is their QMS for? Isn't is a risk to have someone who is likely NOT to "get" this tribal knowledge? Doesn't AS ask them, as a supplier to identify such risks. You may have lost sight of what their QMS and certification are supposed to do. If they throw someone new under the bus, I'd be looking for another processor, since they don't understand and, frankly, shouldn't HAVE an AS certificate!
 
Q

qualitypirate

#8
So, may I ask, what is their QMS for? Isn't is a risk to have someone who is likely NOT to "get" this tribal knowledge? Doesn't AS ask them, as a supplier to identify such risks. You may have lost sight of what their QMS and certification are supposed to do. If they throw someone new under the bus, I'd be looking for another processor, since they don't understand and, frankly, shouldn't HAVE an AS certificate!
I'm leaning towards filing a complaint with the processor and giving them a chance to fix their issue.
 

John Broomfield

Staff member
Super Moderator
#9
It may be worth determining with your supplier how best to invoke their work order that results in you receiving what you ordered on time.

The old-fashioned "plug-in" instead of ships passing in the night.
 
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