Page 219 - Lean six sigma demystified

Chapter 5 Redu C ing d efe C t S with Six Sigm a 197

address file just the way we sent it to them resulting in 1,500 returned mail
pieces due to insufficient address. Shouldn’t they have caught it just by looking
at it? They had in the past. Shouldn’t they have caught it during the run? Prob-
ably, but they didn’t.
When I asked what went wrong, they explained that they had been cleaning
up our file, but had failed to do so this time. I asked what they would like from
us instead and got some clear requirements about how to provide an address
file that would minimize the chance of this happening in the future.
The same thing happened with our printer who finally admitted that he’d
have to start charging us for preparation work if we didn’t start sending our
color artwork as CMYK (four color) instead of RGB. Otherwise he has to con-
vert it all before he prints.

Suppliers Are Customers Too

In both cases, we supply our suppliers with electronic files (addresses and
artwork). They become our customers for this part of the transaction. Then
they supply us with printed or mailed materials. If I know what suppliers
want, I can usually give it to them without much extra effort on my part,
but I need to know their requirements. Most don’t even have a checklist of
criteria for a job.

Clean Up Your Own Act

You know from experience that flawed raw materials will produce a poor
quality product. Which of your suppliers rely on you for some sort of input
before they can begin? What are the flaws in your “raw materials?” Find out

your supplier’s requirements. Ask: What will help minimize the cost, time,
and chance of error for my job? Change your processes to deliver what they
need. This will accelerate the speed with which your job can be completed
and minimize the risks.

Train Your Customers

Do you have a checklist of requirements for input from your customers? What
would it take to create one? How could you position it as a way for them to
save money, reduce risk, and reduce the time required to meet their needs?
Learning how to dance well with your customers and suppliers means learning
when to lead and when to follow. Ask your suppliers how you can help them