Issue link: https://iconnect007.uberflip.com/i/374650
14 The PCB Magazine • September 2014 went down recently, instead of panicking, they switched back to trays of solution to process the film, the way they used to do it. They do the same when other processes fail. They know how it was done in the old days, so they adjust until they get things running again. They do have co- op agreements with a few fabricators in the area, which can help in a crisis. And operating 24/7 gives them the opportunity to fix a process and catch up during the next shift. Maintenance people are available at any hour of the day to ensure things keep humming. Equipment upgrades Although the operations are well-controlled and thought out, the company can benefit greatly from some newer equipment. There are a few new purchases in the wings, which Viter discussed while we were touring the fac - tory. They're looking at a new two-spindle drill machine and a direct imaging system, both of which are designed to increase throughput and improve capabilities. I'm sure these new systems will also help maximize the factory production footprint. There's also an OEM press on order that happens to be the only one small enough to fit in the space of the old press, and they're continuing to upgrade as it makes sense. As I mentioned earlier, Sunstone's commit - ment to remaining profitable has driven their efforts to maximize usage of existing equipment and processes. They prefer to make smaller, budgeted, methodical moves when it comes to capital equipment. They don't have to climb the technology ladder too quickly to meet the needs of most of their customers for 5/5 technology. Instead, their focus is on speed and customer service. How can they move boards more quick- ly through the factory and out the back door to the customer? Management Experience As I talked with the management team and factory floor employees, names like Tektronix, Merix, Praegitzer and Viasystems, popped up. It seems that Sunstone has been the beneficiary of the talent of a few of its neighbors and bygone shops. The rest of the company employees have been homegrown over the last decade or two. More on Sunstone's managers in the sidebar. The Guarantee Putting their money where their mouth is, they've upped the ante by attaching a guaran- tee. If they don't "deliver quality boards, on time with the right quantities," then the order is free. I think if most of us realized we were going to be late, we would prefer to work with cus- tomers to see if they were OK with the delay or to see if we could make partial shipments, etc. We wouldn't discount our work unless we had to. In fact, most customers would probably be fine with a delay, here and there, as long was the communication was good. They're kind of used to that. When the idea of a guarantee was first floated at Sunstone, some thought it was a bit too much. But after a review of their delivery history, they decided to make that offer and stand behind it. They have had to eat a few orders since they first instituted the program, but the process improve- ments they've made as a result have benefitted the company way beyond the cost. They've had to step things up but it's been a win for the com- pany and a win for the customers. Although I might have ruffled a few feath- ers among senior managers when I called the guarantee a gimmick, I did follow that up by saying that offering a guarantee does three things. It gets people's attention, it demon- strates confidence, and it helps ensure custom- er loyalty. The gimmick is what we see on the outside, but the systems and people behind it, as well as the effect is has on the customer, are the real thing. THE FAMILy (SuN)STONE continues