Posts Tagged ‘Customer Service’

Time to start planning for additional capacity

March 14th, 2013
By: Dan Davis

Can you expand capacity to the point where you can keep up with OEM customers? If not, you better start pulling together a formal plan. OEM customers aren't going to wait around.

"It's getting to the point where we can't work with companies that don't have long-term capacity plans," said Warren Long, senior principal supplier development engineer, Oshkosh Corp., during the Strategic Sourcing session at The FABRICATOR's Leadership Summit (FLS) in Innisbrook, Fla., in late February.

It's not enough for a metal fabricator to keep up with more jobs coming through the door; a shop needs to be planning how it can address the need for additional capacity in an intelligent and organized manner.

The thing is that many metal fabricators simply assume additional capacity is related to equipment capacity. That's not necessarily true in some instances. (more...)

Two ways to manage manufacturing risk

April 19th, 2011
By: Tim Heston

Last week I visited two facilities that focused on low- to medium-volume manufacturing. Both customize products to meet customer needs. Both tout quick response and comprehensive customer service. Yet in many respects, the two couldn’t have been more different.

A week ago today I pulled into the parking lot of Atlanta Precision Machining & Fabrication and its parent company, Atlanta Attachment Co., a make-to-order manufacturer in Lawrenceville, Ga. Atlanta Attachment began as an equipment supplier to the apparel industry and diversified into automated machines for mattress-making. The company also fabricates products for the aircraft maintenance market. When business went downhill during the past recession, managers considered the manufacturing technology on the floor--press brakes, lasers, waterjet, painting, rows of machining centers--and had a thought: Why not offer contract fabrication? That’s how, in 2009, Atlanta Precision Machining & Fabrication was born. (Look for an article featuring the company in a future issue of The FABRICATOR®.)

Because the company already fabricates and assembles complete machines for its product lines, Atlanta Precision offers more than just parts. For certain customers it handles the entire manufacturing process. Managers are finding that some OEMs are stepping out of the manufacturing arena entirely, especially for products with highly variable demand.

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How metal fabricators interact with customers

August 17th, 2010
By: Tim Heston

Over the past year I’ve talked to various metal fabricators, from low-volume job shops to specialized manufacturers, and I’ve noticed one thread common to all of them: They’re all high-mix, short-run environments. Volumes vary; some companies process a greater number of short-run jobs than others. But regardless of overall volume, they all seem to be producing short-run jobs.

Of these, I can identify two kinds that have well-endured the downturn. Both kinds have perfected shop floor operations to reduce lead-times, but each approach involves starkly different styles of customer interaction.

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Customer service issues

February 19th, 2010
By: Dan Davis

Talking with successful metal fabricators, I'm beginning to feel that they are the only companies left that remain committed to customer service. Lean manufacturing improvements are all about getting fabricated products to the customer sooner. Investments in engineering personnel and tools are made to offer more design expertise to those customers looking to trim costs from a part. Investments in capital equipment help to produce fabricated parts more accurately and efficiently, which in turn helps improve on-time deliveries and customer satisfaction.

Obviously, I know that some people will forfeit good customer service for a low-cost supplier. Think about the OEMs that rely on foreign-sourced stamped parts and have to deal with suspect quality and late deliveries. It's amazing what's been sacrificed in the name of saving a dollar. (more...)

How one woman benefited from Chrysler's problems

January 14th, 2010
By: Vicki Bell

You don't have to be a former autoworker to have been affected by the automotive industry's problems. All U.S. taxpayers have been affected, as have many community and state economies.

I personally was affected — in a relatively minor way — when Chrysler sent letters of termination to 789 dealerships in May 2009. Mine was among them. The facility closed shortly after receiving the letter, and the Dodge dealership across the road hung a banner that said its service department now was Chrysler-certified.

On my first visit to Dodge, I asked my technician if he could get my Jeep's service records from my former dealership, one of many in the state — selling various brands — that bear a prominent dealer's name. He replied that he couldn't and indicated that the defunct dealership was not receptive to the idea. I couldn't understand why at the time. My thinking was that common decency and the desire for former customers to visit another of your dealerships when buying a new car might be incentives enough to cooperate. I think I may understand now, but it really doesn't matter.

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The power of walking away

October 13th, 2009
By: Tim Heston

Talk of health reform has become frenzied in recent weeks. The latest compromises have bordered on desperation. We can't pursue the public option plan, to appease budget-weary politicians (and voters) and the insurance industry. We're uncomfortable about requiring everyone to buy insurance during the current economic climate. The insurance industry isn't going for caps on premiums. The idea of taxing high-end health insurance plans isn't faring well either. What's left are thousands of pages of legalese signifying, well, not much.

Democratic representatives, senators, and the president have all said they will pass health care reform. They say they can"t walk away from the table.

No wonder special interest groups are moving in for the kill.

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Fabricators: Servants to their customers

October 9th, 2009
By: Dan Davis

Today's thoughts are inspired by a question posted on the Fabricators & Manufacturers Association's group discussion board on LinkedIn.

Cecilia Allison, vice president of finance, K & S Tool, Die & Manufacturing Inc.: "OEMs are great at demanding service and charging the supplier if their schedules are not met. Do any metal fabricating companies charge an expediting fee if the OEM's part delivery schedules change drastically from week to week wanting delivery terms that are next to impossible?"

The responses reflect the harsh nature of being part of anyone's supply chain nowadays.

Robert Buzzard, plant manager at Hamlin Steel Products LLC: "Go ahead and do that & then give them my number! ;-)."

Robert Quinn, owner, RCM Inc.: "So long as you do it, it's not impossible, only 'next' to impossible. And that is acceptable to them! :)"

It's definitely a cold, cruel world out there. But it's also one full of opportunity. Metal fabricators just have to hustle like they never have before.

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Gaining market share during tough times

April 6th, 2009
By: Tim Heston

Buy low, sell high. Good rules to live by for the investment-savvy person. (I, being oh-so-not investment-savvy, usually do the opposite.) The phrase could be applied, slightly altered, to a business strategy: Invest during slow times so you can sell when times are good.

That sounds like a smart, level-headed business rule, and some of the largest companies follow it. Today The Wall Street Journal reported on a study showing that companies that had steady or increased R&D spending during a downturn found big success once the economy kicked back into gear. Apple"s iPod is a shining example. R&D for the device that helped propel Apple"s growth during the last decade started in 1999, and it was released during troubled economic times--in 2001, just one month after Sept. 11.

But Bruce Hamilton, president of Boston-based lean consultancy GBMP, takes this concept another step. He suggested that companies don"t just hang in there and wait for the upturn. Now, he said, is the time for the best companies to get aggressive, ramp up advertising and marketing efforts, and gain market share.

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Manufacturing at your service

January 12th, 2009
By: Tim Heston

Let the record show that I"m no fan of the iPod®. My wife got one two years ago, and upon downloading the iTunes® media player program and going through setup, the dang thing prompted us to register at the iTunes Store andwait for itinsert a credit card number.

What?

We just shelled out money for this gadget, which cost more than most comparable brands, and now it wants us to set up an iTunes account so we can spend more money? We"re frugal (we still haven"t set up the iTunes account), but the story does show why Apple"s been a Wall Street darling in recent years. It can make money not only making computers and software (though much of the hardware is outsourced to Asia), but also selling services, which has the advantage of high margins and steady income: The company sells an iPod to a consumer once, but those music download fees keep coming. Judging by its market performance in recent years (excluding recent weeks), Apple"s apparently on to something.

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The new 5S

October 15th, 2008
By: Vicki Bell

At last week's FABTECH International® & AWS Welding Show with METALFORM in Las Vegas, I walked the show floor, which I'm proud to say I survived. Anyone who attended the show knows what I mean. The show was huge and the aisles were long. The first day, it also was crowded with record attendance—a positive sign at this time when we're focused on so many economic indicators.

Along the way, I stopped by booths and spoke with company representatives eager to talk about new products and enhancements to tried-and-true products. As I took notes, I began to write key words in the margins that jumped out at me as motivators for new developments. Coincidentally, all five begin with the letter "S."

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