WEBVTT 1 00:00:00.810 --> 00:00:02.290 My name is Thomas Cortine 2 00:00:02.290 --> 00:00:05.990 and I'm involved in quality assurance, 3 00:00:05.990 --> 00:00:08.900 and in that role as quality assurance manager, 4 00:00:08.900 --> 00:00:12.220 I also deal with key accounts for my company. 5 00:00:12.220 --> 00:00:13.710 Well, the world of quality assurance 6 00:00:13.710 --> 00:00:15.890 line:15% has evolved quite a bit, it kind of ties 7 00:00:15.890 --> 00:00:19.240 line:15% into another area called supply chain management 8 00:00:19.240 --> 00:00:20.960 line:15% because quality assurance is concerned 9 00:00:20.960 --> 00:00:23.400 line:15% with everything that happens from the factory, 10 00:00:23.400 --> 00:00:25.210 line:15% all the way through to the customer, 11 00:00:25.210 --> 00:00:28.680 and is the customer happy with the product they received? 12 00:00:28.680 --> 00:00:31.810 Well, we gather data from start to finish 13 00:00:31.810 --> 00:00:34.630 line:15% and we analyze the data, we keep track of 14 00:00:34.630 --> 00:00:37.220 line:15% where we have problems and where things are going well, 15 00:00:37.220 --> 00:00:40.810 line:15% and we adjust how we run the supply chain accordingly. 16 00:00:40.810 --> 00:00:42.630 A busy day for me would be 17 00:00:43.820 --> 00:00:44.960 looking at 18 00:00:44.960 --> 00:00:46.130 data 19 00:00:46.130 --> 00:00:47.480 and putting it into a spreadsheet, 20 00:00:47.480 --> 00:00:49.500 and analyzing the data for things that need 21 00:00:49.500 --> 00:00:52.120 to be corrected or adjusted. 22 00:00:52.120 --> 00:00:54.930 Also, I am involved in creating samples 23 00:00:54.930 --> 00:00:56.300 for new customers. 24 00:00:56.300 --> 00:00:58.180 Because I work with key accounts, 25 00:00:58.180 --> 00:01:00.210 that means people want customized awards, 26 00:01:00.210 --> 00:01:02.730 not just what's ever available on the website. 27 00:01:02.730 --> 00:01:06.060 That requires making samples or having samples made, 28 00:01:06.060 --> 00:01:07.720 and that requires making sure that 29 00:01:07.720 --> 00:01:09.710 if the customer decides to do business with us, 30 00:01:09.710 --> 00:01:12.050 will we be capable of making a product 31 00:01:12.050 --> 00:01:13.920 for them that they'll be happy with? 32 00:01:13.920 --> 00:01:15.870 line:15% Well, we look at customer complaints 33 00:01:15.870 --> 00:01:18.320 line:15% and what was the complaint? 34 00:01:18.320 --> 00:01:21.400 line:15% Was it that they had damaged their product? 35 00:01:21.400 --> 00:01:23.300 line:15% Did they feel they got the incorrect product, 36 00:01:23.300 --> 00:01:24.690 line:15% did they feel the product didn't look 37 00:01:24.690 --> 00:01:27.770 the same to them as it did in the photograph we sent them? 38 00:01:27.770 --> 00:01:30.070 Those kinds of things, and we adjust accordingly 39 00:01:30.070 --> 00:01:32.260 as to how we should handle it going forward. 40 00:01:32.260 --> 00:01:35.000 So, it's always looking to improve things. 41 00:01:35.000 --> 00:01:37.730 Well, some of the services are customization 42 00:01:37.730 --> 00:01:40.330 of the trophies and awards. 43 00:01:40.330 --> 00:01:42.140 This is important because it's not 44 00:01:42.140 --> 00:01:44.910 the trophy or award that they're giving to someone, 45 00:01:44.910 --> 00:01:47.120 line:15% it's the recognition they're giving to someone, 46 00:01:47.120 --> 00:01:49.210 line:15% and someone needs to be able to 47 00:01:49.210 --> 00:01:51.390 line:15% come to appreciate that intangible 48 00:01:51.390 --> 00:01:53.650 line:15% by being given a physical award, 49 00:01:53.650 --> 00:01:57.350 so it's important that our awards spark in someone 50 00:01:57.350 --> 00:02:00.150 that feeling that they've been recognized for something.