Case Discussion, Weekly Topic for Quality Section (11.14–11.21, 2011)

Did the client ask you to write a guarantee letter? Actually, it’s just for their own benefit and to give an explanation to their superiors. . . It’s rare that it’s really done to impose a fine. . . . Our company has always required suppliers to submit guarantee letters, but in fact we really don’t want them to do that; even if such letters are submitted, it’s of no use as problems will still arise. When problems occur and we try to hold the suppliers accountable through those guarantee letters, they may not necessarily pay you. . . If customers return large quantities of products to you, it will also have a certain impact on them; they’re not fools. . 2 Since the shipments for September were made before they discovered the problems with the products from August, reply to the customer by saying that you cannot guarantee the absence of major issues with the shipments in September, but you can ensure that there will be no problems with future shipments. And you can attach a CIP continuous improvement report to your clients, which will be more convincing. . Sometimes customers just need the supplier to show an attitude of addressing the issue. . . 3LZ says that human error inevitably leads to mistakes, and that’s undeniable. However, there are different types of mistakes: fatal defects and minor defects. LZ should be aware of this; fatal defects must not be allowed, while minor defects can be accepted under certain conditions. Moreover, the products you deliver to customers can’t be 100% perfect; customers also have their own acceptance standards, such as the maximum allowable defect rate. . . It mainly focuses on how to avoid fatal defects, while the factory manages common defects. . I think this is what LZ needs to focus on

It is indeed a dilemma; the facts cannot be changed, and deception will lead to even more serious consequences, so naturally the business party must… I think we can explain the actual situation to the clients and assure them that there will be no problems with the products in October. For the products with issues in August and September, certain discounts can be offered; of course, it’s necessary to first identify what the problems are and resolve them as soon as possible. If it does not affect normal sales, offering a discount is sufficient; if the problem is serious, recall is necessary. A successful company must be willing to take responsibility for its mistakes, and there are many reports of companies carrying out recalls – the financial losses incurred are far less than the damage to the company’s reputation.

:First and foremost, the customer is king; their requirements must be met, which is why it’s essential to prepare a letter of guarantee. The question is, how to write it? It needs to reflect the actual production situation of the company at present, while also taking into account the customers’ perspectives. In fact, when encountering such problems, it is necessary to have in-depth discussions with the customer to analyze where the quality issue lies, what consequences this issue has, whether it can be resolved, and whether this quality problem could have been avoided.

The most important thing is that there are no problems with the product; at any time, that comes first. Negotiations can be held with the customer multiple times to ensure there are no issues with the products going forward. Write a guarantee. For previous products, warranty was provided in case of any issues. Get through the tough times.

I think reputation is important, and it’s necessary to tell the truth when needed. It is possible to negotiate with the user to have them use the product as early as possible, aiming for use in September, which will ensure product quality. You can briefly explain the technical specifications to the customer, outlining the product features and the expiration date for safe use.

What’s the use of a letter of guarantee? Can quality problems be completely eliminated? Wrong; if it isn’t addressed at its core, at the source, then even with a guarantee letter, the problems that should be resolved will still arise. On this point, I still agree with the monk’s view. Requiring you to write guarantee letters for products from September, October, and all future products is essentially a formality, meant to shield oneself from responsibility and to give an explanation to the company’s management... So it is possible to write such guarantee letters, but they must be genuine and sincere. You can address past issues separately from future ones: for past products, you can guarantee that problems will be resolved through recalls, replacements, compensation, etc.; for future products, you can state the measures taken to ensure that no quality issues arise, along with plans for dealing with any problems that might occur.

A guarantee letter doesn’t prove much, but it represents the company’s image and reputation. The products were launched in September, and it is possible to discuss matters related to October and beyond with the customers in order to avoid such problems. Human-driven tasks always have some flaws; improvements can be made by strengthening the inspection process, keeping proper records, and using data for analysis and enhancement. Identify the specific reasons within oneself, list the corrective measures and action plan; I believe the customer will understand

A guarantee letter cannot be issued, but the cause of the product issues and the solutions must be identified to provide the customer with a clear response. At the same time, it is necessary to focus on product quality; the company should have clear systems and production control measures in place. Improve execution, as it is execution that matters. Ensure that the product quality compliance rate meets the standards.

This post was last edited by Cultivator on 2011-11-17 at 15:00. A quality assurance certificate is essentially a point of vulnerability – no one dares to guarantee the quality of products produced in large quantities. Even products that are exempt from inspection, such as those used in China’s rockets, can have quality issues; let alone other products. When quality problems arise, the most important thing is to clearly analyze the causes of these problems, understand why they occur, and figure out how to resolve them. It is also necessary to establish good channels of communication with customers in order to address any remaining issues. Furthermore, if possible, company leaders should personally engage in face-to-face discussions with customer executives (on an equal footing). . . . . . . . . Hahaha, my feelings—I’ve experienced it before

Should the date of manufacture be listed on the product’s factory inspection report? Customers should have a purchase date when they buy products, right? A commitment letter should be written. But the products before September need to be distinguished above. For products produced after September, the warranty letter specifies the \"qualified rate\" of the products leaving the factory” ； At the same time, increase the intensity of testing ； To show sincerity (for example: invite the customer to provide suggestions regarding follow-up actions and corrective measures, and make corresponding adjustments)