I have written before that no one likes to have a failure: neither the customer nor the supplier. Blaming and finger pointing can become worse than a congressional dispute. The point is that a resolution must be made as soon as possible. Therefore, a solid investigation, or a failure analysis, is critical in determining the corrective action necessary to prevent reoccurrence. When a customer begins to complain of a problem, it is important to ask the right questions before information is lost or forgotten.
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