How Good is Your Service?

1) Quality is not a "campaign."

2) Service is the only differentiator in my experience; Either the quality of the product meets requirements, or else you will get claim/return and won't get the order (again). You will meet the market price for whatever comparables exist for the same requirements- or else the lowest priced comparable product will be selected. Therefore it is only your ability to serve the customer with immediate delivery/ provision that is a differentiator.

In the screw machine business, nobody sets up there machines based on the quality or price of your barstock. They set up their machines based on your delivery (service). Ability to provide is the true determinant in the real world of execution. Thats why There is a gap between business plans (What we think we can get) and the monthly operating statement (what we got). The delta (difference) between the two is a failure of some supplier to service (provide what needed as needed.)

3) Consumers consider service to be part of the landed cost, and don't want to pay extra for it in the industrial sector, it is a given.

4) Everything else is Marketing B.S.

Milo

The only things that i see the customer require is :

1. Price

2. Delivery.

3. Quality.

The above order varies with the customer and application.

Quality is not a "campaign."

I totally agree.