Case Studies

The client, a components supplier to a key manufacturing customer, had been facing significant challenges for a couple of years. They struggled with missed scheduled deliveries, quality issues, and ineffective corrective actions. Communications were extremely strained with the customer.

The customer, frustrated by these ongoing issues, expressed their intention to replace the client with alternative suppliers.

Recognizing the urgent need for a turnaround, the client sought the expertise of Larry Ibbetson from Ibbetson Performance Consulting. Larry Ibbetson was entrusted with the responsibility to lead the efforts in resolving the customer's concerns and devising effective solutions.

Larry Ibbetson conducted a thorough assessment of the client's operations and engaged in candid discussions with both the client and the customer. Through this process, he identified the primary issues contributing to the strained relationship, including missed deliveries, quality deficiencies, and ineffective corrective actions.

To address the communication gaps and rebuild trust, Larry Ibbetson instituted a weekly meeting with the customer. This regular interaction served as a platform for open dialogue, issue resolution, and status updates. It provided an opportunity for the client to demonstrate their commitment to improvement and the customer to express their concerns directly.

Recognizing the need to meet the specific requirements of the customer, Larry Ibbetson implemented a dedicated manufacturing cell within the client's facility. This cell was tailored to align with the customer's demands, ensuring efficient production and streamlined processes. By having a dedicated cell, the client could focus on meeting the customer's unique specifications and minimizing lead times.

To address the quality issues, Larry Ibbetson implemented a robust continuous improvement program. He introduced a structed approach to identify and rectify quality deficiencies. Through data analysis, root cause investigations, and proactive measures, the client was able to make significant improvements in their quality management processes.

By implementing these measures, Larry Ibbetson effectively repaired the credibility of the client. The client demonstrated their commitment to resolving the issues, addressing concerns promptly, and delivering on their promises. As a result, the customer's perception of the client began to shift positively, leading to restored trust and confidence.

One significant factor that influenced the customer's decision to continue working with the client was their impressive step of bringing in a third-party consultant. The customer recognized this effort as a genuine commitment to addressing the issues at hand. It created a window of opportunity for the customer to witness the client's proactive approach and dedication to resolving challenges. The presence of a neutral and experienced consultant, like Larry Ibbetson, instilled confidence in the customer that the issues could be resolved effectively.

Within a span of less than six months, the efforts led by Larry Ibbetson yielded remarkable results. The client's proactive approach, consistent communication, and improved quality performance resulted in significant transformation. The customer, who initially sought replacement suppliers, not only retained the client but also increased their orders. This turnaround showcased the client's dedication to meeting customer needs and their ability to deliver exceptional value.

The case study of Larry Ibbetson's engagement with the components supplier highlights the importance of proactive measures, effective communication, and a commitment to continuous improvement. By identifying and addressing the key issues, the client was able to turn a  strained customer relationship into a thriving partnership. Through Larry Ibbetson's expertise and strategic interventions, the client successfully navigated their challenges, restored credibility, and secured long-term business growth. The presence of a third-party consultant played a crucial role in demonstrating the client's determination to resolve the issues, ultimately led to repairing the strained relationship and securing long-term business growth. It serves as a testament to the value of leveraging the expertise and credibility of a third-party consulting in driving positive change and fostering successful supplier-customer relationships.