In China, emails and phone calls can only do so much. Solving problems usually requires someone to go on site, to understand what is really going on.

We have been doing occasional troubleshooting for our clients for years, and they typically fall under one of two categories:

• Investigating a process issue in the workshop with the factory technicians: looking for the root cause; running several tests in search of a solution.
• Investigating problems of non-compliance by a supplier: gathering facts and discussing with management in a non-emotional manner; trying to uncover a reasonable way forward.

Example 1:

An importer starts production with a new swimsuit factory and sends them the logo (made of rubber). The factory says the rubber is damaged by the pressing process and does not look nice. We send a technician to test different combinations of pressure & temperature, and a suitable solution is implemented for the rest of production.

Example 2:

An importer waits until all production is completed before appointing us to inspect quality. We find many issues. The factory says most non-conformities cannot be repaired. The purchaser requires them to pay for air shipment and pushes for more favorable payment terms. The factory stops communicating, and the only contact person says he is leaving the company. One of our managers goes to the factory to meet with the boss, explain the facts, and re-establish dialogue.

Example 3:

An importer placed an order for a new style of remote controls to his supplier, who finds a factory to make the silicon sleeve. Production starts slowly, and the defect rate is above 30%. We immediately send an engineer to see the main types of defects and look for their sources in the processes. No single source is found, but several areas for improvement are identified and communicated immediately to the factory workers.