User-centeredness and Timely Resolution of UsersĄŻ Problems
Service Case Studies: How Baosteel's Client Service Timely Solved User's Quality Issue
Background
Founded in August, 2004, Company B is China's largest crown cap manufacturer with a total investment of $10 million, with its annual output ranking first in the Asia-Pacific region.
Service Overview
This June, the purchase manager of Company B gave the feedback that Baosteel tin mill products had been experiencing the problem of bulging since the shearing workshop of the company was relocated. As they couldn't solve the problem themselves, they hoped that Baosteel could provide a solution. Upon receipt of the client's notice, Baosteel's customer representative, along with Baosteel's technical professionals, went to Company B's workshop at the earliest possible time. Through investigation, it was found that steel coils supplied by Baosteel and numbered 14985753302 and 14985847501 tended to bulge during uncoiling and shearing. After onsite uncoiling and shearing, measurements were taken. When the bulge in the middle was pushed to the two sides, it was found that all four corners upwarped. Serious upwarps ranged between 4 to 7mm while slight upwarps was around 2mm. Based on his years of production experience, Baosteel's customer representative pointed out that the major cause of the problem was the inappropriate distance between the tension leveler and the rolling equipment. After slight adjustment of the tension leveler and the rolling system, the shape of strip steel became normal again and ready for use.
What's Learnt from the Service Case
As for any quality issue (complaint) raised by any user, a customer representative must visit the user in person to have a full understanding and knowledge of the user's production process control requirements. He/she must be good at identifying problems and be better at providing solutions for users. He/she should protect users' interests; what's more, he/she should safeguard Baosteel's interests and product reputation. Know the enemy and know yourself, and you can fight a hundred battles with no danger of defeat.
