Discarding Customer Scrap product without their knowledge

C

ctdic01

#1
I would like to get everyones take on a issue I have. I work for a telecommunication company where we have a asset and recovery project. Basically our customer deinstalls network equipment and returns it to our facility. We then inspect, test, clean, and inventory the equipment for the customer until they need it for a order. We also get power supplies and network cables, and power cords that comes in with the routers and switches. The warehouse manager instructed a employee to throw away a box full of power cords because they were dirty and his department did not have the time or resource to clean them. My take is that we should never throw away customer owned equipment because they may want to sell the power cords as scap to recover some potential savings if they can not be reused. Does anyone else agree with my thinking.
 
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Miner

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Staff member
Admin
#2
You did not state whether you are registered to ISO 9001 or TL 9000. ISO 9001 requires that the customer be notified of the loss of customer-owned material. I am not familiar with TL 9000, but would expect a similar requirement since it was based on ISO 9001.

If you are not registered to ISO 9001, there still may be contractual requirements. Rest assured there WILL be a day of reckoning. Your customer will have records of what they sent to you. If they pull the business, you will have to return the customer owned material or pay for the discrepancy.
 

harry

Trusted Information Resource
#3
.............. The warehouse manager instructed a employee to throw away a box full of power cords because they were dirty and his department did not have the time or resource to clean them..............
To start with, this is not a good business practice. The minimum one should do is to inform the customer and give them a reasonable time to respond (either collect it or give you a green light if they want it to be discarded).
 

Golfman25

Trusted Information Resource
#4
I would like to get everyones take on a issue I have. I work for a telecommunication company where we have a asset and recovery project. Basically our customer deinstalls network equipment and returns it to our facility. We then inspect, test, clean, and inventory the equipment for the customer until they need it for a order. We also get power supplies and network cables, and power cords that comes in with the routers and switches. The warehouse manager instructed a employee to throw away a box full of power cords because they were dirty and his department did not have the time or resource to clean them. My take is that we should never throw away customer owned equipment because they may want to sell the power cords as scap to recover some potential savings if they can not be reused. Does anyone else agree with my thinking.
I think it depends upon your agreement with the customer. If you inventory the equipment for the customer until they need it for an order, I assume that when the order comes in they get the equipment with a power cord? Thus, you would need to replace the power cord? How many cords in the box? Might be more cost effective to buy new cords than rework old ones. I wouldn't make too big of an issue regarding power cords.
 
D

danwsc

#5
Is it scrap?

If the customer knew it was scrapped, you would have the relevant paperwork in place to throw it away. If the customer doesn't know it was scrapped, then your company would probably need to replace it or at least you can start the scrap procedure pronto!

Regards.
 
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