Communication is Key – Correcting Issues with a Smartphone Order that Could Have Been Avoided

Communication is very important to ensure high quality, good lead times and customer satisfaction. This means communication between us and the factory, communication between factory employees and communication between the factory and the customer. Good communication must be frequent and timely.

Poor communication could have resulted in an unacceptable batch of 1,000 smartphones being shipped to Mexico. We notified our client that, at the assembly factory, we must perform inspections of the products during the assembly process in order to conform to their quality standards (achieve a defective rate lower than 2%).

However, the factory finished assembly without communicating with us or the customer, resulting in us being unable to do our job and leaving the customer unable to include the NOM label on the phone and gift box. More than two days of additional time was needed to solve the problem, which meant that the client’s order was at risk of missing the important Christmas holiday season.

We addressed this problem by arranging seven team members to inspect every smartphone one by one, which was finished within two days. Ten percent (100 phones) were found to be defective, and so we arranged for technicians to fix these phones before shipping. Addressing the problem of the NOM labels, we worked out a new label solution and had them printed out within twelve hours.

Poor communication, delays and defective products are the biggest problems, and we solved these by minimizing the delay, communicating frequently and ensuring that the shipped products were 100% guaranteed. We delivered a quick-response to the problem, with adequate teammates and lots of experience in dealing with a wide variety of problems.

If the original product batch had been sent to Mexico, there would have been a strong chance of the supermarket receiving a high level of complaints and returns from their customers. This would have been bad for all parties involved. Our solution stopped this potential problem from happening, and our quick turnaround helped the client catch up for the Christmas season.

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