Solutions 1Q09

In Focus

First Articles

Benny & Bruce

Right Things Right

Product Focus

Cover Story

Tech Session

Solutions Current Issues > Jan.Feb.Mar_2009 > IN FOCUS

RAPID RESPONSE TEAM

When a customer has a problem, we’re ready to solve it.

The phone call immediately got the attention of RL Hudson Territory Manager Jay Gilliland.  A customer reported failures with an RL Hudson part. It was more than an isolated incident; it was systemic and specific. After learning all he could from the customer on the phone, Jay’s first step was to form a Rapid Response Team to tackle the problem and deliver a solution.

The team would seek to answer four key questions: was this a design failure, a material failure, a manufacturing error, or some combination of the three? In addition to Jay, the team included Project Manager Mary Ann Schwing, Product Engineer Larry Peres and members of RL Hudson’s quality assurance, material development and supply-chain management groups. Jay, Mary Ann and Larry went directly to the customer’s manufacturing plant to begin the fact-finding process. Back at company headquarters, the quality assurance, material development and supply-chain management groups began examining samples of the failing product and tracking product shipments from manufacturing to shipping to assembly and delivery.

The quality and material teams used sophisticated imaging and dimensioning tools to determine if the parts were within specifications. This rigorous process uncovered some issues with nonconforming material, which while troubling and requiring corrective action, were too intermittent to have caused the widespread failure of the parts. the supply-chain management side, a thorough review of the manufacturing process showed nothing that would induce failure.

Meanwhile at the customer’s factory, RL Hudson’s “away team,” working side-by-side with the customer’s engineering staff, discovered a critical miscalculation in the customer’s computer model. It turned out that actual field conditions were harsher than those simulated in the model. Based on this information, new designs were developed and tested successfully.

During the course of this event, several lessons were learned, including the importance of teamwork and the value of examining every possible angle of a problem. The process also underscored the value of RL Hudson’s professional engineering, quality, material development and supply-chain management capabilities. As you consider your next rubber or plastic product design, keep the RL Hudson team in mind — you might save yourself some stress in the process.