Sales vs. operations (a tale as old as time)
We were on a potty roll for a few days there, but today our winning streak ended. Thank goodness store owners are sympathetic to a mommy in need of an extra plastic bag or two!!!
Today I received an email from my new sourcing agent. As you know, not too long ago I put in my first
PO for my tooling and 100 samples of 1 design to insure the quality. Today I got an email from Mr. New Sourcing Agent saying that the factory was concerned with the detail in the piece so they submitted via email a revised drawing of a simplified version of my design. It was not acceptable. I emailed him back explaining this and reiterating my needs both now and in the future for this product (which he is very well aware of). Mr. NSA called almost immediately saying of course I was correct, that he completely understood, agreed and that he would get back to me tomorrow morning after talking with overseas. Oh, not sure if I mentioned this, but with Mr. NSA my product will be made in Taiwan, not
China. Regardless, due to the time difference, communication is always 1 day later. I’m curious to see the outcome of this latest hurdle.
This brings to mind a topic I think we can all relate to in any field. Sales VS Operations. In my previous career working for the same company for 9 years, I played for both teams, so I know that of which I speak. The sales rep comes in and promises the customer that everything will be exactly the way they want it and then some. The order goes to operations and ops comes back and says, “We can’t do any of this, are you NUTS!” What you get is usually something in between. As inventors dealing with manufacturers this age old struggle is something you should be well aware of. When trying to have a product manufactured, most of the time you are dealing with one of the manufacturer’s sales reps, be it a sourcing agent for an overseas OEM (original equipment manufacturer) or a domestic company directly. You are usually not in contact with the person that is on the line doing the tooling, cutting the pattern, pouring the molds, wiring the circuits or sewing the stitch. These people are indeed the experts, but it is also your job to educate yourself to some degree in the materials and processes that your invention involves. Operations can probably do a little more then they say they can do, and sales probably can’t do EVERYTHING they say they can. You need to have some sort of idea where that line should be. When Mr. NSA forwarded me the new drawings from the factory, if I didn’t’ understand this dichotomy between sales and ops AND had not educated myself in metals and the various processes, I might have put my tail between my legs, hung my head low, said “okay” only to find myself with a product I was not happy with. I don’t know much, but I do know enough to ask the right questions and when I get the answer, I can actually follow what they are saying. You can’t be an expert at every aspect of the invention to market journey (nor should you, your time is better spent elsewhere) but you need to know a little bit about almost everything. Advice for the day: Expect a little more out of operations then they are telling you they can do, and don’t believe 100% of everything your sales rep tells you. If you’ve done your homework, you’ll know approximately where that line should be drawn.
Leslie Haywood, Founder and President of Charmed Life Products, Inventor of Grill Charms™ www.grillcharms.com
