A new project quality complaint brings a profound lesson

Four or five hundred pieces of products were sent to Japan and were returned and complained twice by customers. Is this lesson profound? Deep enough.

This is a small batch trial production of the product, the specific use in what industry here to sell a key. From the picture below, you can see that the appearance of the product is quite exquisite, and it is qualified according to our normal process. But the harsh reality is, 400 or 500 pieces shipped to Japan turned out to be returned, returned twice.

What's the problem? And we've dissected why.

First of all, in the product processing, the arrow in the figure indicates a small slot less than 2mm wide, this place needs to be a chamfer, to tell the truth, in the normal process because there is no such a small chamfer knife, there is no machine chamfer, just a manual to remove the burr. After sending it to Japan, the customer complained to us, saying that this place has no chamfer, and it is not possible to go by hand.

The customer directly judged all NG, and returned it to re-chamfer the machine. When it was sent to the customer again, it was complained again. We are really confused. It is clear that the machine has been chamfered according to the customer's requirements. What is the reason for this complaint?

When the products are returned, we carefully check one by one and find that some products have a little bit of small burrs that turn up slightly, what is the reason for this? Technology immediately realized that there is a problem with the chamfer knife, at the beginning of doing, the chamfer blade edge sharp clearance effect is good, but after a long time, there will be more or less a little feeling of turning up. In many of our products, this is negligible, are qualified products. So we also shipped in accordance with this standard, but did not expect that the customer eventually complained.

Secondly, in terms of product testing criteria, I did not maintain consistency with customers. The client is under a microscope, using a toothpick to test to see if there is a scratchy feel. Therefore, when we make quality judgments according to the "general product standards", we do not communicate with the quality person in charge of the customer in a timely manner, fully understand the customer's testing standards, what kind of environment they are testing in, and where their quality focus is. This is a step in the hole.

In addition, because the quantity of this product is not large, the customer's urgent need only gave a delivery time of 20 days. This is also one of the factors, our mistake is not to understand the industry background of the product, the real needs of customers. Because the industry background has relevant quality requirements

He has a common, this is the semiconductor industry products, we all know that semiconductor products, the requirements for burr is very high, there may be a little bit of burr small block, which is fatal to it.

Finally, for the development and trial production of this new project product, we must send samples to customers as much as possible, so that customers can acknowledge the samples, that is, more customers to do the standard of limited samples, in order to avoid a major loss in batch production.