
Last week I posted information on a letter that I had sent to the president of a large consumer products company concerning the failure of a new dorm sized refrigerator that I had bought for my son. I expected the usual scrubbed response from some “marketing specialist”. Instead I received a telephone call that made me very happy.
No, it was not a call from the president asking me to manage their entire supply chain management process. But it was a call from their continuous improvement manager, the person with responsibility for quality assurance, quality control, and related functions. A Six Sigma Black Belt, he was nervous in calling a customer. But, it was a great telephone call because we connected on a business level and not on a “customer” level.
It seems that the company had been getting some complaints on the performance of their licensees and my letter hit the tipping point. They had a hands-off philosophy with these suppliers and truly just traded on their brand. However, complaints have mounted to where they will be working with their licensees on continuous improvement activities, communication, and other manufacturing and customer service issues. The quality person was happy because he had been lobbying about this for a while.
So, I’m out a refrigerator but they said they send me some products to offset the expense. Not what I was looking for but I’ll take them. And, I appreciate a “line” manager calling me. Tells me a lot about the company.