Case Studies

Unannounced component changes from a third-party supplier were driving up returns on a popular security product. Contec became the single source for its computer and display and cut lead time in half.

Overview

A global technology company saw its profitability and reputation threatened by quality complaints about one of its most popular security products. The General Manager called the return rate unacceptable; replacing units at customer sites was costly and hurt repeat sales.

Challenge

The problems traced back to the third-party computer and display embedded in each instrument. The supplier changed key components without notice, so compatibility problems surfaced on the production floor or in the field. Failure rates and lead times rose sharply, and R&D spent its time fighting fires instead of developing enhancements.

Solution

The R&D Manager recommended Contec, having worked with it at a previous employer. Contec’s reputation for quality and lifecycle control was central. “If a component becomes hard-to-find or obsolete, Contec gives advance notice,” he said. Online visibility into Contec’s production schedule keeps manufacturing running smoothly.

Contec also resolved sourcing problems with a chipset board that had disrupted production, and now supplies both the computer and the monitor. Proprietary barcode tracking of every component and a built-in double-check process prevent manufacturing mistakes, and full component visibility makes troubleshooting and servicing much easier.

Results

Lead time has been cut in half, real-time tracking prevents unexpected delays, and quality and customer satisfaction have improved dramatically. The R&D team is again focused on next-generation products. After two earlier disappointments, the General Manager said he had not believed anyone could meet his requirements, but he found the solution in Contec.

Originally published by Contec Co., Ltd. at contec.com.