If the printer needs to address the first concern more than one time, two things could be happening: They either do not have a viable process of continuous improvement, or they lack discipline...both are unacceptable.
Austin, TX (PRWEB) October 25, 2012
There’s no doubt that at some point every printer will “drop the ball” on quality and give customers a reason to voice a “quality concern.” When a customer raises the concern, this actually gives their printer an opportunity to first: show their integrity as a business partner, and secondly: implement their process of corrective action.
Here are the key elements of an effective and efficient corrective action process that should be expected from a high-quality printer:
1) Point of contact to address any concern
A customer should only need to call or email their printer one time to address a concern and receive a follow-up. If one has to do this more than one time (from concern to resolution), their process is not working! (As a side note, printers that are truly focused on quality and continuous improvement, actually WANT AND NEED customers to call with any concern; they view this as a key trigger event and opportunity for improvement.)
2) Quick Response
The customer should receive a response within 24 hours at the latest. Best in class printers strive to have a response back within 4-8 hours.
3) Detailed Information
The response should include the following:
A) Root cause of the concern: details of what happened.
B) Quantifiable data concerning how many pieces were affected using quality time-pulls from manufacturing, house samples, file review, etc.
C) Resolution of the concern. This is where the printer’s integrity comes into play; do they step up and admit their mistakes? Do they offer fair compensation in terms of a credit, reprint, make-good on the next issue, etc.? If a customer feels like they have to fight for what is “fair," they may have the wrong printing partner. On the other side of the coin, there are clients that view a printer mistake as an opportunity to be “punitive” and try to take advantage of the situation. A true partnership strives to find a win-win resolution!
D) Continuous Improvement plan to prevent, or at least minimize this concern in the future. If the printer needs to address the same concern more than one time, two things could be happening: They either do not have a viable process of continuous improvement, or they lack the discipline that was discussed in the first part of this series. Both are unacceptable.
In summary, every printer makes mistakes—one can count on that—but printers that are serious about quality and continuous improvement have an efficient and effective correction action process. They view concerns as opportunities to get better every day in meeting customers’ expectations. During an initial plant tour, it’s important to ask the prospective printer to describe in detail about their correction action process and walk through the entire process of what happens when the first concern arises.
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