The customer is always right!

#EOS #ESD #Reliability

A one-hour webinar on increasing reliability based on listening to what the customer says and/or wants.

The information presented will include many situations and comes from 35 years of working with customers and fixing problems because we did not listen to the customers in the first place.

The general topics are:

• Perception is very important to the customer, even in absence of reality.  Example of a customer who was using a machine to melt gold and silver to manufacture jewelry.  He observed much better results when he pressed a switch to engage the new, novel pressure-over-pouring routine.  There was just one major inaccuracy with his observations…but he refused to see it.
• A car with a mind of its own.  In this case, the customer contacted the car manufacturer since the car seemed to have a fit when the customer bought a certain product from the store.
• Very safe, redundant system for a reconnaissance military aircraft.  Everyone was elated with the system, including the customer…all except the pilot who was very skeptical.  Turns out, the pilot was right, and all the engineers were wrong…
• Engineering improvements to create a much better display in military fighter jet.  Took 36 man-months to implement with anti-aliasing and other improvements.  The pilot’s response was priceless… and unexpected.
• A flare and chaff counter on an aircraft was a bit overzealous, obviously from switch/relay contact bounce.  The simple engineering fix made matters worse…
• A jewelry casting machine that took a short break, without warning, from work at 0900 and 1500 everyday, even though there was no clock in the machine.
• A military aircraft designed to land on aircraft carriers would work perfectly on land but would show its nervousness when landing at sea on an aircraft carrier.  A simple design review would have eliminated the nervousness.