What we think great customer service looks like...

Case Study - Resolving a Customers' Design Issue

The Challenge

A potential customer approached us after they identified a latent quality problem where 1 out of every 5 of their complex harness assemblies were failing during installation.

The Opportunity

CPS identified that the customer required immediate assistance and realized that we were uniquely positioned to address their needs.

To gain a comprehensive understanding of the problem, CPS examined one of the failed units, analyzed the build process, reviewed the design of the harness, and evaluated the installation method.

Within one day, our team successfully identified the root cause of the issue: the manner in which the harness was attached to the housing frame. 

The Results

Within just 2 days, a robust solution was identified, implemented, thoroughly tested, and approved by the customer.

Recognizing the urgency of the situation, the initial units were personally hand-delivered to the customer to get them back up and running.

Within a mere 2 weeks, all impacted products were repaired. Moreover, there was no further impact on the customers’ operations.

Case Study - Getting Back on Track

The Challenge

A new customer found themselves 2 months behind on deliveries due to their current supplier’s poor performance in both delivery and quality. This situation caused significant AGC for the customer in the form of frustration and disruption to their operations. They reached out to us and asked if we could help.

The Opportunity

Upon reviewing a sample product during their visit, CPS quickly agreed to produce the product at the same price as their current supplier.

The very next day, we received key components for a qualification build. We listened to them as they described the different quality issues they were experiencing and understood how important it was going to be for us to find a way to address each one.

Appreciating the importance of addressing the quality issues, CPS created a robust production process designed to resolve each concern. By the end of the week, the qualification unit was completed and delivered to the customer’s site for approval.

The Results

Upon approval, the customer expressed a desire to expedite production. CPS collaborated closely with the customer to devise a plan for acquiring necessary raw materials during the ramp-up phase. To mitigate delays caused by long lead times for certain components, the customer supplied these items until CPS secured its own supply.

Daily shipments were initiated to help reduce the customer's backlog, with CPS ramping up to weekly shipments within six weeks as requested. Thanks to this proactive approach, the customer's backlog was completely eliminated, and regular shipments from CPS's facility were ensuring consistent delivery schedules.

Case Study - Production Line Down?... Not Anymore!

The Challenge

A customer relied on a complex harness for final product testing, built by a previous supplier. However, the harness began to exhibit intermittent electrical issues, causing production to halt due to the lack of testing capability.

The Opportunity

Facing the urgency of a production halt, we empathized with the customer's predicament, having experienced similar challenges ourselves. We immediately posed two critical questions: How swiftly can we resolve this issue? And how can we prevent future occurrences?

As soon as it arrived one of our technicians immediately went to work on diagnosing the issues. Within a short timeframe, they pinpointed 2 electrical opens and identified 4 other potential issues. Not only were the immediate issues rectified, but more importantly, the root cause was addressed – an inadequate strain relief used on the main connection interface.

The Results

The refurbished cable was swiftly shipped back to the customer the following day, minimizing downtime and enabling them to resume production without delay.

Case Study - Building a Production System Designed for Success

The Challenge

A new customer presented us with a promising opportunity: they offered a range of relatively simple products that they sold direct to businesses. The challenge arose from the thousands of possible variations that could be ordered at any given time. This complexity was leading to challenges in meeting customer demand, resulting in excess inventory, extended lead times, and dissatisfied customers.

The Opportunity

The key question was: Could we develop a production model that would streamline inventory management, reduce fulfillment times, and effectively meet the customers’ market needs?

Drawing on our expertise in Lean Manufacturing, we conducted a thorough analysis of the customer's requirements and identified areas for improvement. Our proposed solution included the implementation of strategic raw material kanbans, brokered supplier lead time agreements, and the establishment of a dedicated production cell for the product.

The Results

Through the implementation of these initiatives, we successfully addressed the customer's market needs. By leveraging our streamlined production model, we were able to drastically reduce order fulfillment times to under 10 minutes, thereby significantly enhancing efficiency and customer satisfaction.

Case Study - Supporting Legacy Products

The Challenge

A customer approached us with a legacy product that had been out of production for several years. Despite their commitment to supporting these products, they lacked the capacity and inclination to produce them internally.

Moreover, their internal documentation was incomplete and inaccurate, posing a significant challenge in reproducing the product. However, they possessed some samples of the finished product and sought our assistance in providing a quote for CPS to manufacture it.

The Opportunity

Understanding the inherent challenges of dealing with legacy products and incomplete documentation, we embraced the opportunity to collaborate with the customer. We committed to working closely with their team, thoroughly reviewing the available information and examining the product samples. Multiple visits to their facility allowed us to gain a comprehensive understanding of their requirements and challenges.

The Results

Through collaborative efforts with the customer, we helped to develop updated prints and bills of materials (BOM). Leveraging this newfound clarity, we provided a competitive quote that aligned with the customer's budget and expectations.

By entrusting the production of the legacy product to CPS, the customer could redirect their focus and resources towards current and future endeavors, confident that their legacy product needs were in capable hands.