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3.3 SOP Readiness & Transfer to Volume

10. Customer Success & Business Operations Part 3. New Product Introduction (NPI) ...

Start of Production (SOP) is the specific moment where the project transitions from an Engineering Cost Center to an Operational Profit Center. It is not a date on a calendar; it is a certified state of readiness. If you trigger SOP with unstable processes, yo...

4.1 Rolling Forecast: Horizon Rules & Capacity Reservation

10. Customer Success & Business Operations Part 4. Supply Chain, Orders & Logistics

Manufacturing is a momentum machine; it cannot turn on a dime. The Rolling Forecast is the steering mechanism. It bridges the gap between the customer’s immediate sales reality and the factory’s physical lead times (often 12–20 weeks). A forecast is not a "gue...

4.2 Materials Ownership Model & Liability

10. Customer Success & Business Operations Part 4. Supply Chain, Orders & Logistics

Inventory is not an asset; it is cash trapped in a physical form that degrades over time. Ambiguity regarding who owns that cash—and who pays when it becomes worthless—is the primary cause of commercial disputes in manufacturing. We must explicitly define the ...

4.3 E&O Prevention & Disposition Rules

10. Customer Success & Business Operations Part 4. Supply Chain, Orders & Logistics

Excess and Obsolete (E&O) inventory is financial cancer. It occupies warehouse space, consumes working capital, and eventually requires a write-down that destroys net profit. E&O is rarely a surprise; it is the mathematical result of poor synchronization betwe...

4.4 Order Acceptance Rules: PO Validation & Promise Logic

10. Customer Success & Business Operations Part 4. Supply Chain, Orders & Logistics

A Purchase Order (PO) is not a suggestion; it is a binding legal contract. Once accepted, the factory commits capital, capacity, and liability. Accepting a "dirty" PO (incorrect price, ambiguous revision, impossible date) creates a blast radius of administrati...

4.5 Fulfillment & Logistics: Incoterms, OTIF & Claims

10. Customer Success & Business Operations Part 4. Supply Chain, Orders & Logistics

Logistics is the final step of the manufacturing process, not an afterthought. A product that is technically perfect but arrives damaged or late is a commercial failure. We treat the shipping container as the final component of the assembly. The goal is "Dock-...

5.1 Engineering Change Management (ECM)

10. Customer Success & Business Operations Part 5. Quality, Change & Lifecycle

Uncontrolled variation is the primary driver of manufacturing failure. In an electronics manufacturing environment, a modification to a Bill of Materials (BOM), a Gerber file, or a firmware version without a synchronized propagation path results in revision mi...

5.2 Deviations / Waivers / Concessions

10. Customer Success & Business Operations Part 5. Quality, Change & Lifecycle

Rigid adherence to specification is the baseline for quality, but manufacturing reality occasionally demands flexibility to maintain continuity of supply. A shortage of a specific resistor brand or a cosmetic blemish on a hidden chassis surface should not nece...

5.3 Customer Complaints → Containment → 8D/CAPA

10. Customer Success & Business Operations Part 5. Quality, Change & Lifecycle

Unresolved field failures degrade contract margins and invite liability claims. A complaint is not merely a service ticket; it is a signal of process control deviation. Treat every external defect report as a system breach requiring immediate physical containm...

5.4 Quality Assurance & RMA

10. Customer Success & Business Operations Part 5. Quality, Change & Lifecycle

RMA (Return Material Authorization) is not a waste disposal channel; it is a forensic feedback loop. A loose RMA process bleeds margin through unjustified credits and obscures critical design flaws. Treat every return as a financial claim against the manufactu...

5.5 End of Life (EOL) Management

10. Customer Success & Business Operations Part 5. Quality, Change & Lifecycle

EOL is a financial event, not just an operational stop. A poorly managed discontinuation results in "Stranded Inventory" (dead cash) or "Service Gaps" (breach of contract). The objective is a controlled landing: zero residual inventory liability and 100% fulfi...

6.1 CRM Data Model

10. Customer Success & Business Operations Part 6. CRM & Commercial Operating System

A CRM is not a digital address book; it is the operating system of your manufacturing revenue. If a data point does not exist in the CRM, it does not exist for the business. A "loose" data model creates invisible risks—untracked engineering changes, unapproved...

6.2 Automation Rules: Stage Gates, Approvals, & Escalations

10. Customer Success & Business Operations Part 6. CRM & Commercial Operating System

Manual enforcement of process discipline is a single point of failure. Human memory is fallible; code is not. Configure the CRM to act as a logic gate that physically prevents non-compliant actions (e.g., sending a loss-making quote) and enforces velocity thro...

6.3 Dashboards & KPIs

10. Customer Success & Business Operations Part 6. CRM & Commercial Operating System

A dashboard is not an art gallery; it is a control panel. If a metric does not drive a decision, delete it. Vanity metrics (e.g., "Total Likes," "Number of Emails Sent") obscure reality. Focus strictly on the physics of the business: Velocity, Quality, and Yie...

1.1 Material Group Architecture

09. Materials Planning, Procurement & W... Part 1. Quotation-to-PO Pipeline (BOM →...

Supply chain resilience relies on rigorous segmentation. Treating a microcontroller and a standard resistor with the same procurement logic introduces catastrophic inefficiency and unmanaged risk. A monolithic sourcing strategy fails because component physics,...

1.2 Supplier Selection & The AVL

09. Materials Planning, Procurement & W... Part 1. Quotation-to-PO Pipeline (BOM →...

The Approved Vendor List (AVL) functions as the primary firewall for the manufacturing ecosystem. Permitting unvetted entities to inject material into the supply chain guarantees downstream failure, whether through counterfeit components, sudden insolvency, or...

1.3 ROM Costing & Spend Stratification

09. Materials Planning, Procurement & W... Part 1. Quotation-to-PO Pipeline (BOM →...

Engineering velocity often outpaces supply chain visibility. Waiting two weeks for formal quotes to estimate a BOM cost paralyzes decision-making. The Rough Order of Magnitude (ROM) process uses immediate market data to generate a "Directional Cost." The objec...

1.4 Quote Validation & Risk Flags

09. Materials Planning, Procurement & W... Part 1. Quotation-to-PO Pipeline (BOM →...

A Raw Order of Magnitude (ROM) estimate is a guess; a Validated Quote is a contractual instrument. Translating a supplier’s pricing signal into a financial commitment requires forensic attention to detail. A single data entry error—confusing "Price per 100" wi...

1.5 In-Depth RFQ, Quote Leveling & Award Rules

09. Materials Planning, Procurement & W... Part 1. Quotation-to-PO Pipeline (BOM →...

A vague Request for Quote (RFQ) generates vague pricing. If you send a supplier a simple spreadsheet of part numbers without commercial and technical constraints, you are not negotiating; you are asking for a rough estimate. A robust RFQ package creates a bind...

1.6 Purchase Order (PO) Management

09. Materials Planning, Procurement & W... Part 1. Quotation-to-PO Pipeline (BOM →...

A Purchase Order (PO) is not an administrative suggestion; it is a legally binding contract that defines the specific configuration, schedule, and quality standard for a transaction. If the PO is vague, the liability for failure sits with the buyer, not the su...