Problems with Unrealistic Customer Expectations

#1
I?m having problems with unrealistic customer expectations and need to be able to properly explain this with supporting formulas/numbers/terminology.
I?ll use one of our midsize chassis for example. It has 363 inspections points on it. It?s a mixture of both cosmetic and mechanical inspections points. We can build anywhere from 40-60 chassis a day. (40 chassis x363 inspections points = 14,520) So at a minimum that?s 14,520 opportunities for an inspector to miss a defect. This is a manual inspection process. Nothing automated. These chassis run down a single production line so we only have one inspector reviewing this.
Whats the correct terminology for describing this antiquated process as being invalid. What formulas should I be using to support and direct us into a better process?
I appreciate the help guys & gals
 
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Mikishots

Trusted Information Resource
#2
Re: Unrealistic customer???

I would start be making a study of those 363 inspection points. Are they all considered critical by the customer? Have you conducted a risk analysis on the points themselves (if there is an escape)? Cosmetic inspections can be tough, because invariably they are listed as critical by the customer:D

Once that has been studied, it would make sense to determine if a sampling plan for the non-critical points can be made.

Without more info, that's all I can really offer.
 
#3
Re: Unrealistic customer???

Miki, we previously determined that the labels and required components of the chassis would be the critical points. But as you mentioned, anytime a non-critical defect is identified out in the field, then it becomes critical. Its to the point now where our customer is arguing that all 363 inspection points per chassis are critical.

I just don't expect a human inspector to be 100% succesful
 

Helmut Jilling

Auditor / Consultant
#5
Re: Unrealistic customer???

Miki, we previously determined that the labels and required components of the chassis would be the critical points. But as you mentioned, anytime a non-critical defect is identified out in the field, then it becomes critical. Its to the point now where our customer is arguing that all 363 inspection points per chassis are critical.

I just don't expect a human inspector to be 100% succesful
Try this on them, (but they probably won't get it) -

By definition, if all points are critical, then they are all equal, then none are more critical than the others. Thay are all equally important and normal. Critical only works if there are distinctions between importantance.

For example, imagine if regular inspection points are 1 star, but important ones are two stars. However, over time, all inspection points have become 2 satrs. then they are all equivalent. You must begin to mark some of them as 3 stars to differentiate the important ones. then, eventually, all become 3 stars. This inflation could just creep without end...

Obviously, the customer is not very knowledgable in this regard. All inspections can be deemed important, but it only benefits if the more important oones are indicated as such.
 
K

KathySmith

#6
The customer is always right even when they are wrong. But you only have so much resource (time and labor) to inspect parts. And I bet maybe just a handful of those features are off and critical and or easy to mess up and all the other features are hard to screw up and okay.

It sounds like you?re in a quality hole that is very hard to get out of. Trust and credibility come to mind when a customer is shot gunning, almost in a punitive fashion. You may need to do a complete first article type inspection, maybe for a handful of parts to regain confidence, working weekends. And you better make sure to fix the features that got this part on the customer's short list, a.s.a.p.!

Then you need partners/support on your side to be the bad cop, a front office spokesman, preferably someone that controls the resources $$$. Quality folks have to relent to money folks, because we are all in business to make money, not the customer?s quality department. The big/bad guy to call up and say, added inspection will cost you or is does not make any sense when the only problem is??. This works unless you have lots of competition ready to steal the business at no notice.

This gives you a little time to get the real problem fixed and better make sure it gets fixed. Just a ?what if? scenario.
 
#7
Re: Unrealistic customer???

......but isn't there a standard or formula that can tell us how accurate we can expect human inspection to be? A formula that dictates if you have X-number of inspection points by Y-number of units will only provide Z-number accuracy....does that makes sense ?
 

Bev D

Heretical Statistician
Staff member
Super Moderator
#9
Re: Unrealistic customer???

......but isn't there a standard or formula that can tell us how accurate we can expect human inspection to be? A formula that dictates if you have X-number of inspection points by Y-number of units will only provide Z-number accuracy....does that makes sense ?
Sorry, there isn't one.
And if your customer can't see the logic of it a formula wouldn't help you anyway...

Mistake proofing, positive process control, maintenance and SPC can help you ensure capability.
 

bobdoering

Stop X-bar/R Madness!!
Trusted Information Resource
#10
Re: Unrealistic customer???

......but isn't there a standard or formula that can tell us how accurate we can expect human inspection to be? A formula that dictates if you have X-number of inspection points by Y-number of units will only provide Z-number accuracy....does that makes sense ?
Not sure if you want to go there...it is a slippery slope. They may come back and say you need to tighten your process tolerances to accomodate the error you have identified. Then you will be painted into a very, very small corner. You would have been better off just doing the inspections.
 
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