Failures of Imported Electrical Products

L

lday38

#1
I am looking for feedback from anyone on how they look at failures for imported products . While the products are designed here in the US, the product is made in China. One issue is that the China supplier may change internal components or perhaps the supplier even though the rule is not to unless confirmed by US.
I should tell you there is company sampling inspection on all product. Then there is also failures on product returned from the field. Percentage over product sold is one factor as well as severity of defect looked at from the field.
Many returns are customer abuse or does not want product.
Please point me in the right direction in these forums , email me or post. My previous experience was in manufacturing. I have my own chant about bring Manufacturing back to the USA but it is what it is.
Thank you in advance
 
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M

MIREGMGR

#2
The title says "electrical products", and you're in the US. Are these products Listed or Labeled? What does the Listing or Labeling party say about the manufacturing variability, and about your company's lack of success at specifying what you apparently actually want, and controlling your vendors so as to achieve that?
 
L

lday38

#3
Of course small appliances have ETL and/or UL requirements, these are more failures on the customers in the fields. Safety failures is considered very serious.
 
S

Seeisoguy - 2011

#4
The item that stands out to me is the supplier changing internal components of the electrical product. In order for you to maintain your UL listing any component changes must be approved by UL. You will not get UL backing if the there is a serious safety failure.
Keep in mind, you are responsible for controlling your supplier' s actions. If your vendor is changing internal components or even suppliers of the components without informing you, that is a major area of concern.
Actions should be taken by you to have the supplier's at the very least inform you of changes. If they refuse to comply, I would suggest sourcing a new vendor. Perhaps one that is ISO certified.
 
M

MIREGMGR

#5
We have suppliers in, I think, nine or ten countries. We specify what we want and expect, and control the suppliers as required, including audits as appropriate for their criticality. We don't have any more or less difficulty in controlling our relationship with suppliers in China than we do with those in Taiwan or Austria or Mexico.
 
L

lday38

#6
All of what you say is true. None of these changes I referred to are safety issues or defined in the UL specifications.
The Engineers take responsibility for recourse with the supplier often with the loss of the job to the supplier for not adherring to the notice.

I am talking about measurements and corrective action on defects that make the product not last as long or malfunction. I am trying to put my arms around the cost of the product vs the cost of returns.

All of this discussion has been beneficial, it brings to mind that I need to wrap my head around classifing defects similar to what the automotive industry does. Anyone ever done or seen a design FMEA on small appliances? Or do I need to learn this product is an entirely differant animal. Market driven of course.
Have a nice weekend.
 
S

Seeisoguy - 2011

#7
Are you referring to reworking the defective product?
Or
Are you referring to actual cost of the return verses the amount sold?
 
L

lday38

#8
cost of the returns over the product sold. However, you have to also take in that many returns are customer remorse.

Lin
 
S

Seeisoguy - 2011

#9
I would review the return policy. Specifically, I would look at the policy in regards to customer remorse. Is there a "no return" period? or is it an open to return policy. Is there a processing fee for returns due to customer remorse. I can understand waving a fee if the product is defect but if they returning because they simply don't like it then you should be able to recoup some of the lost of having to determine the disposition of a used product.
The other aspect to consider is customer education and customer feedback. What are the reasons for the returns? Is it because of a defective product? Or is it because a customer doesn't understand the product? In this case, the review of the owners manuals maybe helpful in reducing the problem.
In any event, to reduce the cost of the returns you must first address the root cause of the problem. What are the major contributing factors of the returns and address those factors with a comprehensive root cause analysis.
 
L

lday38

#10
I hadnt thought of it like that, definetly a good point. What I do know is they have a return policy with some major customers which is liberal. But exacts no, and if there is any return charge on any such wal-mart. I dont know this.
Is there any information on there on what other compaines are doing in their return policy?
Thanks
 
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