Quality after AS9100c !!!!!

For many of us in Aerospace businesses we work with the quality system AS9100c. This year a new more advanced and comprehensive version comes out.

We had our first meeting this week for change needed and requirements for the upcoming revision. I believe the Quality System AS9100 makes us a better more efficient company. I like it!

In 1997 I was first exposed to the Boeing quality system D1-9000a. Our company became certified late 1997. When exposed to better and best quality practices our company has stayed focused and embraced the system and practices. Our current company Polytronix Machining & Fabrication is certified and working with AS9100c.

Since I learned about “lean principles”, some years back, and the savings possible within our organization, I have aligned everything to coincide with “Lean” and the highest quality standards available.

I am sure there will be challenges to the new quality system. We are going forward and will be ready for audit later this year. Good luck on your journey!

Make 2017 the best year yet!

Last month of 1st quarter 2017!

What is your attitude toward the first quarter of the year?

  1. Are you ahead and going to finish the first quarter of the year with sales, personal, family, financial, etc. goals on-track or ahead of schedule?
  2. OR— Are you the person who says “I did Ok this quarter, just a little or just a lot behind — Not to worry! — I have three more quarters to catch up!”

Like most people I have talked with, we all seem to fall into one of the above categories.

In my career I was the person always going to have plenty of time in the last three quarters to catch-up. Sometimes I did and sometimes I didn't.

Several years ago I read a great article and when I find it again I will most likely publish it and recognize the author. The gist of the article was to get the feeling of success as soon as possible with new a new year and new goals. Try really hard to get goals accomplished monthly. But — Be extremely diligent in getting the goals completed and even get ahead for the quarter. The feeling of knowing that you are there or ahead is mesmerizing. It can literally fuel you to do better the next month and quarters ahead.

You owe it to yourself and the “Stakeholders” / “Stockholders” around you to be the best you can be.

Make 2017 your best year yet!


Easy or Difficult?

Great potential!

Have you ever thought about how easy or difficult it is to do business with your company?

I look at other businesses and items of interest, especially on the internet. Many times I turn away and do not get any information about the company or its products. If before I see the product or service I have to give my contact information or worse, a credit card to see something free — I leave!

Having said that — I started looking at doing business with my company. Is it easy or difficult? My conclusion was that it was difficult. We didn't really make things easy.

So now I am on a quest of making this business easy to get information and do business with us. Not an easy quick task. However, I am continually reviewing our practices and asking — “What makes doing business with us easier?”

Is it easy or difficult to do business with your company? Good luck — !

Make 2017 your best year yet!

I am going to make doing business with us easier – www.Poly-PMF.com

Sales, Selling — Follow-up?

Ask a sales person –

“When is the best time to follow-up with XYZ customer?”

“When is the best time to follow-up on a recent quote?

“When is the best time to follow-up on “Blah, Blah, Blah?”

 All too often we hear, It’s too early, or I am not sure now is the right time, or I don’t want to bug the Buyer/Customer/Etc.

 Have you ever taken the time to think about “Follow-Up” in selling?

Some sales people follow-up too often and disturb/disrupt the potential customer.  It is estimated that you need 7 contacts with potential clients/customers before a transaction happens.

I am self-taught in selling and when I found a really good system I latched on to it.  I have been using the Sandler Selling system for over ten years. (I would be happy to provide my contacts to anyone interested.)

A great technique that I learned and use is the Sandler Technique of using an Up-Front Contract with potential customers.

 Simply ask the prospect/Client for the next time contact would be appropriate.  Set an exact date and time if possible or get at least a time frame for contact — Then do what was agreed upon!

Too many times I have had sales people working for me or trying to sell to me stop — after the very first call.

 Never get caught in this trap —

It’s too soon to call — Now it’s too late the order was let to someone else.

Make 2017 your best year yet!

Good Selling or Bad Selling?

This week I had a scripted telephone sales call come through.  It was a service I am interested in and I listened.

The caller was a lady obviously not used to making telephone sales calls.  She was very nervous and would not deviate from her script.  This could have been mandated, but there was no friendliness or emotion — only monotone, nervous reading.  The script was written to have the caller periodically ask if there were any questions on the material just covered.  I could only imagine her relief when I answered “No questions at this time”.

After about 1-1/2 minutes she concluded with a final — Do you have any questions?  I had none.  However, had I not been taking notes as she quickly delivered the presentation I would not have had any data as to what she was telling and selling.  I may continue and purchase this service.  However, I will go on-line and do my research.

I listened to this particular presentation because I am interested in the service, and I am very interested in how people are taught and trained in selling.  This instance was not a good showing for the company trying to get me to buy.

I'll bet she was relived that I had no questions  and I also believe she will not be in the selling game long, or worse she will get fired.Many companies don't train or send sales people to sales training.  Most get the same training I had —  Here are your business cards, here are the brochures, there is the door — Go forth and sell!

When I was thrust into sales many years ago, I was so nervous I had to have my opening script with my name included so I would remember who I am.  I learned very quickly that a perfectly written presentation given in a monotone rote delivery was ineffective.

— But —

We all say “That is an absurd obvious statement!”.  We all know that you can't sell that way.  Listen next time a telephone sales person calls — The calls are the same and generally you can pick out the sales “Pitch” and decide to get off the call.

Is this how you sell?  Many good potential sales and/or referrals are lost, just because the basics are not provided and utilized for sales success.

Good Selling or Bad selling! — You decide.


Look at the BOOKS tab on this site — We are tied into a great book seller!

Warranty/RMA’s (Return Material Authorization). Necessary – But – Really Bad!

Sometimes we make customers mad and don't even know how bad we have treated them!

Causing and/or allowing defective material to leave your facility can and usually does require Warranty/RMA – Return material authorization.  To me RMA is the black mark of black marks when viewing total customer service and satisfaction.

I started my career in the world of customer service, dealing with Warranty/RMA – return material authorization processes.  After several years of building and working in warranty and RMA departments I found myself being very good at dealing with mad upset customers.  After many years, I have decided that returns are the worst form of customer service possible.

Customers buy with trust that the product purchased was useable, not to be returned.  A perception of a companies on-time delivery, reasonable pricing, great reliable products and great supplier company — “Can be gone or at least damaged”.

As I grew through the Warranty/RMA system, I wrote procedures, built departmental space, created budgets and hired personnel.  Years ago as is today this is a necessary evil.  However, after much thought and reflection I have concluded that this department and procedure should be continuously monitored and reviewed by top management.

After buying and operating my own company in 1997 I decided that even though I needed a Warranty/RMA department and system, it should be diligently watched and monitored.  I set up metrics to watch and be notified of any returns on a daily basis.

Many companies know the reality of having the Warranty/RMA service.  Many, especially larger companies I have worked for never really monitored the process – they set up the department and took it as a fact-of life, put it in the back room and ignore.

I believe this was part of the nucleus for my start on the “LEAN JOURNEY”.  I now own another company and we have begun lean thinking — I am definitely watching and doing all that I can to stop and/or keep returns as close to zero as possible.

Remember, Warranty/RMA's (Return Material Authorization), Necessary – but – Really Bad!


Good Selling / Bad Selling!

Some years ago, I had possibly the best Receptionist/Gatekeeper in business, she understood and could stop none essential sales people from getting through. One day our Receptionist/Gatekeeper brought me a package. It had been hand delivered.
In the package was a T Shirt from my alma mater — Indiana Institute of Technology, and a note from the salesman requesting an appointment, and comment that he hoped I appreciated his effort to get my school T shirt. He said he would call in a few days.
I graduated from IIT in 1973 with a Bachelor of Science in Mechanical Engineering, the idea that this salesman had gone to the trouble to get me the shirt was unique and I liked his style.
At that time I instructed our receptionist/gatekeeper that I was impressed by this salesperson and that when he calls I will take the call. After a little research on his company, I was pretty sure I would not need his services. However, I would listen to him and then if possible direct him to a referral.
He never called!

How many times have you had seemingly good salespeople just not follow through?

Good selling or bad selling?