When suppliers are the weakest link in the chain

I don’t get industrial suppliers. I truly believe that some just don’t care about their customers. Yet, collectively, customers are their lifeblood. Suppliers don’t get it—how to treat customers—and I don’t get their attitude, and sometimes I don’t even get their product!

I’ll share an example of being inadequately served by a supplier, an abrasives manufacturer that has several production facilities. The company that I work for normally spends more than $20,000 per year on the manufacturer’s grinding wheels. Fine wheels, they are. We recently purchased a new OD grinder for our facility. Before the order was placed, we were getting delivery quotes of 6 to 8 weeks. When we had the machine quoted, lead time increased to 9 to 12 weeks. OK, I can accept that.

I was then notified by our distributor that the wheel manufacturer was increasing the price 2 percent and the lead time to 16 to 18 weeks. I like that: Pay more, and wait longer.

When the machine order was placed, I expected delivery of the wheels by April 26. Then I was notified that the wheels were an additional 12 weeks out, with delivery by June 11, or 6 months from the date of order. So we had almost $400,000 worth of grinder and accessories waiting on a $1,400 wheel. We decided to go into production with a narrower wheel that the grinding machine builder provided. I am now in contact with a competing wheel manufacturer and will order one of its wheels regardless of lead time.

A second example occurred last year. I needed a new pneumatic screw thread installation tool and chose a name brand. I was quoted a price and delivery date. The price was what I expected. Delivery, on the other hand, was 12 weeks. You would think that this type of tool would be stocked on the shelves. However, each and every one is built to order. So much for just-in-time for the customer. At least the company didn’t extend the delivery on me.

Another classic example involves a prominent cutting tool manufacturer. In the past, we’ve had the toolmaker design and build special indexable drills, in addition to purchasing standard tools for selected legacy parts. To makes things easier when ordering a special, I provide the company with its own drawing marked with a new diameter or length, or both.