Problem solving case06

Exceeding customer expectations

When we checked the intended use of the parts requested by the customer,
we found that it was difficult to procure not only the parts requested but also other parts.
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PROPOSER

Toyota Branch Sales Representative

We provide facility-related equipment and related parts to manufacturing sites and manufacturers. Our customers' requests are diverse, so we need to be able to respond to a wide range of requests. However, we utilize the know-how accumulated by our many partner companies and predecessors to propose solutions to their problems on a daily basis.

BEGINNING

The client in charge also manufactures their own equipment in-house, but the materials used for that are procured from outside our company.
It all started when we were asked to make a double-speed chain.

SOLUTION

I don't have this, I don't have that, what should I do?

Our company also needed to confirm the specifications of the double-speed chain, and we were given detailed information on what it would be used for. In order to cope with the increase in production, the company decided to manufacture conveyors to improve the efficiency of its own production lines. We said, "If that's the case, we can provide you with everything you need in addition to the double-speed chain!" However, at the time, there was a shortage of semiconductors and parts, and the delivery of major parts was significantly delayed.

As a trading company, we have the advantage of being able to select parts by incorporating the strengths of each partner company for each process, and make comprehensive proposals to realize the customer's ideals.

In addition, the timing was just right, as one of our partner companies was releasing a new motor with speed control, and the company had secured a large amount of inventory in preparation for the release. During a specification meeting with the customer, we explained that although the control parts were not available, the newly released motor could be speed controlled, and this proposal led to the customer adopting the product. With the most difficult-to-procure parts in sight, we gained momentum, and by working with each partner company, we were able to procure the other parts one after another.

This project is a classic example of a problem-solving proposal that involves automating manufacturing lines, reducing manpower, and shortening lead times, but I don't think it would have been possible without the accumulated know-how of our predecessors and the presence of many partner companies. Based on this valuable experience, I would like to continue taking on more difficult challenges in the future.