My question is not about how much inspection, but what type.
Are you inspecting the same things as your customer?
Is your customer rejecting good product?
It is time for a careful reckoning of what the customer believes is acceptable, how often the customer is finding unacceptable products of what nature and what lots they were.
Get a second look at the items your customer said are flawed. Appraise and categorize these flaws. Did your group miss them? Do you agree with the rejections?
I have seen disagreement of what constitutes flaws. It can be a laborious project to reach consensus on goodness, especially on visual inspections, but it must be done. I have seen great rewards from establishing identical standards at both manufacturing and receipt inspection ends. Do you have these now? Are they being consistently applied?
Further, it's worth proposing that you align your inspection methods with that of your customer. When we can determine that the customer's inspection methods are not only accurate but consistent, (not easy to establish this but you can inquire about their methods) it becomes easier to believe that whatever preventive measures we take to eliminate defects will actually succeed.
Are you inspecting the same things as your customer?
Is your customer rejecting good product?
It is time for a careful reckoning of what the customer believes is acceptable, how often the customer is finding unacceptable products of what nature and what lots they were.
Get a second look at the items your customer said are flawed. Appraise and categorize these flaws. Did your group miss them? Do you agree with the rejections?
I have seen disagreement of what constitutes flaws. It can be a laborious project to reach consensus on goodness, especially on visual inspections, but it must be done. I have seen great rewards from establishing identical standards at both manufacturing and receipt inspection ends. Do you have these now? Are they being consistently applied?
Further, it's worth proposing that you align your inspection methods with that of your customer. When we can determine that the customer's inspection methods are not only accurate but consistent, (not easy to establish this but you can inquire about their methods) it becomes easier to believe that whatever preventive measures we take to eliminate defects will actually succeed.