Issue link: https://iconnect007.uberflip.com/i/935136
66 SMT007 MAGAZINE I FEBRUARY 2018 manufacturability and quality, and has higher reliability and a longer overall lifecycle. Las Marias: What is your customer satisfaction goal? Hebson: On-time delivery at the lowest total cost of ownership. Vexos is dedicated to devel- oping robust, integrated solutions that excel in creating customer value and satisfaction. We develop, maintain, and continually improve effective and efficient processes to ensure excellence in on-time delivery and the quality of our products and services. Las Marias: What do you think is the most important attribute for customer service? Hebson: Without question, trust, is the number one attribute. Our customers need to be confi- dent that we are looking out for their better interest, all the time. We are an extension of their production organization, and they need to be 100% confident that we will do as neces- sary to support their needs. Las Marias: What is the cost of not meeting your customers' needs? Hebson: The short answer, is you lose reve- nues for both your customer as well as your company, which is never a good thing for all involved. Open, honest and continued commu- nication is key to keeping all well informed. Our company prides itself in meeting customer expectations, certainly this assumes that the customer's expectations are realistic and achievable. Las Marias: What is your biggest unfulfilled need from your supply base? Hebson: In determining which suppliers are awarded business, we factor in value-added and supply chain services that distributors offer. Such services can reduce cost of owner- ship, improve delivery and reduce supply chain risk. Having the right number of capa- ble distributors can help EMS providers avoid shortages, reduce cost and manage supply chain risk. Las Marias: What is the most important feed- back/metrics you want from your customers? Hebson: Growing sales revenues. If we are growing with a customer, one can assume Figure 1: Vexos has the size and capabilities of a larger Tier 2 EMS provider while maintaining the flexibility and advantages of a Tier 3 manufacturer in this space.