5 Keys to Quality when Working with Chinese Suppliers
By Andrew Reich
When it comes to working with Chinese suppliers the issue of quality is one that consistently frustrates overseas buyers and often leaves their manufacturing partners feeling confused. There are many reasons for this, but in my experience the conflicts and questions that arise over quality are almost always a result of poor communication on both sides. A conflict-averse nature often leads Chinese suppliers to avoid disclosing potential issues during the product development and quoting stages of sourcing.
A fear of creating “more problems” and delaying time sensitive production can cause buyers to keep their mouth shut when they really need to be speaking up about their expectations. Anyone with a few years of sourcing experience knows that this artificial silence between parties is a recipe for disaster. Over the past 7 years while working in the quality control industry I have developed these “5 Keys to Quality” to keep in mind when working with factories here in China:
1. Detailed Documents
The number one key to quality when working with factories in China is documentation. Having bi-lingual, detailed, factory agreed upon checklists in place that document an item’s specifications and the criteria for inspecting the product before shipment, is essential to controlling product quality. One can not say for sure, but I would be willing to bet that the factories responsible for products recently recalled for lead paint did not have bi-lingual documentation on hand from their customer stating the type of paints that could and could not be used. Sure, this type of documentation takes time and hard work to create, but putting such processes in place is the first and most important step in avoiding quality issues. QC Checklists should describe in detail:
a) Item Packaging
b) Item Defect Classification (what is considered an defect and at what
severity)
c) Item Size and Other Specifications
d) Item Functionality and How it is Checked
2. Factory Presence
Having a presence at the factory ensures that both factory staff and management really know who you are. Either through a 3rd party QC company or your own staff, ensure that you are being represented at the factory in person on a regular basis, and that the factory clearly connects your presence there with your production. Success in China is all about relationship (Guanxi), and dealing with quality is no different. Work towards a state where the factory has a personal commitment to you and your products.
3. Inspection
Perform regular product inspections (either with your staff or a via 3rd party), not only on the final product shipment, but also during production (otherwise knows as DUPRO). Ensure these inspections are consistent and based on clear inspection criteria. Always review the inspection results with factory management and their own QC team.
4. Keep Approved Samples
Some say that a picture is worth a thousand words. I say that a sample is worth a thousand headaches! Items often get revised and modified several times in the sourcing process, and then again after production begins. Keeping an approved sample in your office, and also one in the factory that can be used to verify the production product by the QC team, is essential in seeing eye to eye with your Chinese suppliers.
5. Take Responsibility
Nothing will alienate your Chinese suppliers more than a mistake on your side for which you take no responsibility, and blame their misunderstanding. I’ve seen hard-headed buyers make this mistake more than once, to the demise of their hard earned factory relationships. So, make sure you have all the facts before you start to blame. Recognize when it’s possible that a mistake or production issue may have been caused by your own fault, or your own team’s mis-communication. Take responsibility when this happens, even if it means a financial loss. If you are working with the factory on a long term basis, the credibility you will gain will outweigh what you have given up.
The message here is don’t take anything for granted. You and your suppliers most likely come from two vastly different cultures, have different values, and see quality differently. By making sure quality standards and procedures are in place and clear to all parties you will definitely avoid costly production issues.
Andrew Reich is Founder of InTouch Services, Ltd., a China-based company that provides quality control and related services to buyers internationally. He is also author of the well-known quality blog: Quality Wars.
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October 17th, 2008 at 2:15 pm
Excellent suggestions, Andrew.
15 years ago, when I suggested dual-language documentation would be useful to a client to help correct quality problems, they didn’t think it was worth it. They had one guy who spoke some English and that was good enough. It wasn’t, but they didn’t see it that way. I’m happy to learn that someone else finds the idea has value.
I’ve found a method that works quite well for handling two-party inspections is a “research” rather than a “judgment” approach. Instead of the straightforward accept/reject most common in western culture, a “what’s going on and does it meet the standard?” questioning model is applied. This lets the supplier maintain face while at the same time correcting whatever problems may be found.
October 21st, 2008 at 11:58 am
Hello ,
this is a good overview, and our company uses also these steps. One thing that some-one has to bear in mind that unless the preparation of good documents Chinese suppliers sometimes just make the samples or production differently because of lack of material in stock or the material price has been changed, they just try to convince us..
October 21st, 2008 at 2:52 pm
Hi,
Thanks for sharing very valuable suggestions, I am now convinced that it is worth to learn Chinese characters for foreigners to be able to maintain healthy relations with Chinese suppliers.
October 22nd, 2008 at 3:32 pm
Very useful suggestions indeed! Thanks.
Halil Deligoz, there is no need to learn Chinese. All you need to do is find a good Chinese to help you. Many foreigners think Chinese are not honest-very strange!-you can find a good one so long as you are serious.
October 23rd, 2008 at 9:25 am
I am a Chinese and working for an American company now. We buy products from China and sell in U.S.
I have connections with many factories in textile filed and here is my opinion on finding good suppliers:
1. A good supplier should established at least 5 years ago and have export/import business for at least 3 years.
2. Employee in the factory should be more than 100.
3. Better find suppliers from Eastern China-provinces such as Shandong, Zhengjiang, Fujian, Guangdong. Those provinces are more developed and understand what customers need better. Yes, you will need to pay a little bit more than cooperate with suppliers from Middle & Western China, but this worth!
4. Search the factory on GOOGLE and visit its website-if there are too many flashes, you have to re-consider before start cooperating-a good manufacture understand website is designed to show his products and services, not to show off.
5. Check the factory is private or state-owned, I suggest cooperate with private factories.
6. Send the factory samples and ask them produce accordingly-find as many problems as possible after receiving samples-NEVER say “your sample is great!” at the very beginning.
7. If possible and you are willing to, visit the factory and see the workshop, dining room and washing room. A good factory treat workers comperatively good (compared with factories in China).
8. Talk with the one speak English from factory and ask he/she several questions: how many employees, how many equipment, anual turnover and so on. If he/she can reply immediately, this person can help on export handling.
9. Tell the supplier what you need in details, Chinese suppliers can supplier products at any prices-if you want good quality, you MUST tell directly. And visit the factory before loading the first container-find problems with products and reject, then you would not need fly to China everytime before shipping date, come in the next 3 months and then 6 months.
10. To double insure products can finish before cancel date and quality, better find a local representative help you.
Chinese culture is very different from western countries, above are few suggestions but I wish can help.
October 24th, 2008 at 5:17 pm
A very good list, and don’t forget consistent and persistent communication matched with an enthusiasm for quality over price. (no kidding) Price should always be a separate discussion as should delivery dates and material inputs.