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Distributor's Link Magazine Fall 2018 / Vol 41 No4

14 THE DISTRIBUTOR’S

14 THE DISTRIBUTOR’S LINK Laurence Claus Laurence Claus is the President of NNi Training and Consulting, Inc. He has 25 years of experience with a medium sized automotive fastener manufacturer, holding positions including Vice President of Engineering, General Manager, Director of Quality, Director of New Business Development and Applications Engineer. In 2012 he formed NNi offering technical and business training courses as well as technical consulting, expert witness and consultation work. He can be reached at 847-867-7363 or by email: Lclaus@NNiTraining.com. You can learn more about NNi at www.NNiTraining.com. THREE THINGS THAT DISTRIBUTORS MUST DO WELL - PART 2: QUALITY This three part series seeks to explore three things that fastener distributors must do well. In fact, failure to do any one of these three things well exposes the organization to short-term problems and, if not addressed, potentially eventual ruin. In Part One we looked at how Customers Service, when done right can set an organization out in-front of the pack but cripple those organizations that don’t do it well. We looked at how customer service has a strong potential of leaving lasting impressions both good and bad. These impressions often lead to actionable reactions, meaning that a positive experience may result in increased dependency, trust, and turnover for the organization, while a less than positive experience can generate loss of trust, reputation, and business. In this second installment we are going to look at quality. Much like customer service, providing excellent quality will bring out positive feelings by your customer while providing poor quality products or by not responding well to a quality spill will land you in pretty much the same boat as poor customer service. Therefore, it is extremely important to develop attitudes toward quality that promote prevention, build processes that are understood and controlled, and encourage proactive and expedient resolution to emerging problems. CONTRIBUTOR ARTICLE What is Quality? Answering the question, “what is quality?” is perhaps a loaded one and one which has different answers depending on your perspective. However, when we consider the question strictly from a manufacturing point of view, one might answer that a quality part is one that is “in specification”. This interpretation, however, places the same “value” and performance expectations on the part regardless of whether it is made at the middle, low, or high end of the specification band. In other words, this scenario assumes that a part will perform the same when centered at the ideal target specification value as it will when made at its absolute highest or lowest limit. Although not necessarily a wrong assumption, it is easy to understand that parts made at their extreme limits may not perform the same way as a part centered in the middle. In the early 1970s renown Japanese quality expert, Genichi Taguchi, proposed his Taguchi Loss Function. This theory essentially says that the “value” one receives from a product or service begins to diminish as you deviate from the ideal target. To illustrate this, imagine a banana. From time to time we all enjoy eating this or some other delicious piece of fruit. We know from experience that there is an ideal ripeness to a banana, when it is absolutely most satisfying. In this example, let’s say that is on Day 5. CONTINUED ON PAGE 130

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    CHICAGO HARDWARE & FIXTURE COMPANY

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    MID-WEST FASTENER ASSOCIATION TABLE

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    Women In The Fastener Industry (WIF

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    NEFDA GOLF OUTING - OAK RIDGE GOLF

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    fastenerlinks THE DEFINITIVE WEB DI

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    fastenerlinks BRINGING YOU THE FAST

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    ZAGO MANUFACTURING INC. THE DISTRIB

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    advertisers index # 3Q, INC. 64 Spl

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    advertisers index F FALL RIVER MFG

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    advertisers index R RUMCO FASTENER

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