Issue link: http://www.e-digitaleditions.com/i/653106
24 POWDER COATING, March 2016 Custom coater's recipe for success Professional metal finish- ing businesses should proactively manage their companies in accordance with a structured set of policies, procedures, work instructions, and records. Beginning with the request for quotation (RFQ) from the potential customer, the custom coater should document every aspect of the cus- tomer's requirements and expectations. Often the custom coater will get caught up in the customer's frenzy to complete their order quickly and will end up cut- ting corners and making costly mis- takes. Complete and accurate job pro- cessing information is critical. Jobs that are put in play before all of the necessary quality documentation, processing methods, and correct material(s) are established are likely to be processed incorrectly. When critical quality infor- mation regarding the job is not com- municated properly, customer dissatis- faction is the predictable result. Like planning a long adventurous road trip, all processes have a beginning, middle, and end. We don't just jump in the car and go. We plan our trip first and then execute the plan in an orga- nized manner so that we have the neces- sary resources and have allocated an appropriate amount of time to reach our destination safely and on time. Creation of protocols Custom coating professionals must have policies and procedures in place to execute critical aspects of each job com- pletely and accurately. Every employee in the custom coating shop must be familiar with the company's policies that are designed to keep products mov- ing in a systematic manner with a focus on complete and accurate processing and documentation. Management's responsibility is to create policies that employees follow for each and every order processed. Process flow diagrams are an effective way for management to articulate com- pany policies. Although an employee's individual responsibility may be limited by their job description, the employee must be acutely aware of the responsi- bilities of others. This can only be achieved by proactive management. A good place to begin is to establish com- pany protocols that list the sequence of order processing beginning with a com- plete and accurate quote. Example of processing sequence: 1. Quote (job quote/part specific) 2. Receive the order 3. Receiving inspection (inspect for condition) 4. Contract review (quote document) 5. Shop traveler (detailed processing information) 6. Resource review (powder/packag- ing/masking supplies) 7. Scheduling 8. Production processing control 9. In-process documentation (docu- mented SPC controls) 10. Quality assurance data gathering (testing) 11. Count verification 12. Packaging 13. Job ticket identification (PO/WO customer ID) 14. Shipping documentation (mani- fest) 15. Invoicing 16. Collection When one process in the sequence is finished, another begins. If one only focuses on color and cost, critical details of processing and quality acceptance criteria will be left to chance. Profes- sional custom coaters should create a comprehensive quality management system and hold their employees and their customers accountable to specific protocols to achieve complete and accurate job planning, processing methods, testing, and documentation. Anything less is unacceptable. Qualification of custom coaters Custom coaters are contract metal fin- ishers as defined by contract law. Some have argued that without a formal written agreement signed by both par- ties, the law governing contractors would not apply. This position has been tested in the court system on a Coater's Corner Coater's Corner Michael W. Cravens Powder Finishing Consultants and IKON Powder Coating