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Customer Profile: A Happy Christmas?

On the Thursday before Christmas, Millison Technology received a call asking if they could assemble 200 boards by the next day. The enquirer had been let down by his existing supplier despite numerous promises that they would be completed before Christmas.

The story goes that the assembled boards were required in USA by 31 December and represented the first shipment of a major aerospace industry contract. Non arrival of the boards would mean the loss of the contract. At that time the flow line at Millison was fully committed to an existing order until shut down for the Christmas / New Year break on Friday.

Paul Isaacs, the Managing Director of Millison Technology, made the following offer – “if you bring in your components and are willing to help me, I will personally run the line for you on Saturday”. The offer was accepted and the 200 boards were produced by 2pm on the Saturday.

A very happy and satisfied new customer was able to meet the export contract delivery deadline.

Paul makes the following comments on customer service. “Most contract electronic assemblers believe the definition of customer service is getting the order out, in full, on time. This is important but at Millison we believe the definition must go further. A customer should be able to think of Millison as an extension of his organisation, that will do everything possible to help to overcome the customers problems, such as meeting tight deadlines and improving the design of the product to reduce manufacturing costs. In return the customer can help Millison by communicating, as soon as possible, new requirements and potential changes to schedules.”

In the long run it is strongly recognised that Millison Technology will only be successful if our customers are successful.