On the Subject of Quality
First, What is Moss Trying to Do?
Are we a supplier of genuine NOS parts screened for originality for use by those restoring cars to Councours standards? Are we supplying painstakingly recreated parts based on original Morris Garage blueprints? Are we buying off the shelf parts that happen to work in an old MG? Are we selling state of the art replacement parts that totally replace the original parts? Are we supplying the latest supercession of a part made by an OE supplier? Or are we selling reproductions made in small quantities by a 2nd or 3rd tier supplier that is close, but not really identical to the factory part?
The answer is yes to all of the questions. We believe our role is to provide parts that are suitable for the purpose and in so doing keep these cars on the road. The reason we are doing so many things at once is that no single approach will allow us to meet the needs of our customers AND stay in business. The key is how we represent the parts we sell.
Why are problems on the rise?
This industry has evolved over the last 30 years, and in the 20 years I’ve been here, I have watched as one supplier after another went out of business, merged, restructured itself or dropped product from their range. Some examples: Lucas is gone; pieces of what used to be Lucas were sold off to various companies around the world. Where Lucas branded product is available, it is often product made by another company and sold in a Lucas box. Lockheed is now owned by Delphi, and American auto parts company. They also own Borg & Beck. RHP Bearings are now owned by NSK Bearings. Girling is owned by TRW.
Looking at the history of a single item is perhaps useful.
In 1986, the distributor cap for the Austin Healey BJ8 was made by five companies. Bosch, Lucas, Commercial Ignition, Brovex, and Quinton Hazel. Moss at the time had one part number and bought whatever we could at the best price, our sole purpose being to keep a distributor cap for the is application on the shelf. By 1998, there were only one, possibly two companies actually making a cap. We obtained samples from four sources, Lucas, Bosch, Brovex and CI. In examining the samples we found identical black (not brown) caps with aluminum (not brass) fittings. Looking carefully, we found the minute flaws in the surface of the cap (tooling marks) to be identical on all four samples. Clearly brand names do not mean what they used to. As manufacturers decide to quit making bits for British cars, they outsource... they may still carry the part, but it is not what it used to be. In 2003, the cap began to disappear because it had been decided that it was no longer cost effective to produce the cap. Supplies began to dry up and the cap was actually not available from us for about half a year. Working cooperatively with a specialty parts supplier in the UK, a cap was successfully reproduced and we are happy to be able to supply the cap.
The reality today is that many of the tier one suppliers are gone, the tier one suppliers that remain are not making/selling the same product they used to supply. As the old sources go away, we are increasing looking to tier two and three suppliers to supply the product we need.
The Issues
Quality issues fall into two groups.
Expectation & Reality
No matter what we send you, if it is not what you expected, you will be disappointed.
It is up to us to make sure that when you open the box you will see exactly what you expected. This of course is a process that will never stop. We have taken steps to provide clearer information in the catalog and in the computer, and we have begun to develop additional information and / or instructions for many of the products we carry.
Originality
This is an issue for some, and it is very much a case of what’s expected versus the part in the box. First, let’s see if we can define the term. What is “original”? Is it the part on the hand-built pre-production prototype? Is it the part fitted to the first 500 cars? Is it the service part supplied by the MG Dealer in 1967? Is it the part supplied by Austin Rover Group in 1984? Or, say in the case of a brake hose, is it the part in the BMC packaging or the same part in Lucas-Girling packaging? Is it the first version of the Lucas 552915 rubber seal for the headlamp bucket, or is it the fourth version? Lucas never changed the part number, but I have drawings and samples of four very different versions of the same thing sold under the original part number over a period of 20 years. Another example: the original 11 inch brake hose we got from Lockheed is now a 9 inch hose from Delphi/Lockheed under the same number. If original includes brand, we have no hose to sell because the 9 inch hose won’t work. We sell an non-Lockheed hose that is 11 inches long with the correct fittings. It is not technically “original”. With our goal of keeping the cars on the road, originality has to take a back seat to functionality. Again, we need to give as much information as possible and let you decide if it is “original” enough for you.
Form, Fit & Function
No matter what we send you, if it does not fit or perform the intended function, you are going to be disappointed and rightly so.
Why then, do you sell parts that don’t work or that cannot be fitted?
We buy parts from all over the world from suppliers that sell parts by application, just like we do. We assume they are suitable for purpose. As odd as it sounds, we are most often unaware of a problem until someone tells us. A common assumption seems to be that "we know" when an item is somehow less than perfect and "we sold it anyway" with the implied message being that we only want your money. I have seen posts on web based forums bashing us for one thing or another and that is a common tone. When I contact the person, invariably I find they had not contacted us at all. I've been here at Moss for 20 years, and the idea that we knowingly sell crap is fantasy. There is no future in pissing people off. If there is a problem, we try and deal with it. If we can fix it, we do, if we can't then we will discontinue the product or sell it with enough information available to sales and the customer so there are no surprises. If it's wrong and you tell us, we can do something. If you assume we know and don't call us, the problem persists. There is no doubt that we have supplied parts that were poor quality and for that we need to be slapped up side the head. The key issue for me is that it was never part of a plan, we're just oblivious sometimes.
Why don’t you just find a good source and keep buying from them?
It sounds logical, but the fact is our sources have their sources and they are also merging, consolidating and discontinuing parts every day. Many customers believe that all it takes is a phone call to the supplier and they will make or do whatever we ask. Often we find that they went and had 10,000 of the widget made, and what they have is what they have. Getting a manufacturer to change tooling on a low volume item is tough. I have found that if the problem is serious enough, the item will simply be discontinued because the cost of new/improved tooling make the continued production uneconomical.
What Have We Done?
In 2003, Moss created the Product Management Department to deal with issues of fit, finish, originality, quality and product information. I was offered the position and I accepted. The Technical Services Department and Returns Department work for me
First and foremost, I believe that our job is to minimize the difference between what you expect and what we supply. Secondly, we must provide enough information for you to make an informed buying decision. With these in mind, we have implemented several changes.
- Where real choices exist, we offer both in the catalog, as in our oil filter listing. (See page 12 of the MGB-0508 catalog.
- Brand is now identified where it is believed to be an issue, as with body sheet metal. (See page 58 of the MGB-0508 catalog)
- Information relating to quality is displayed in order entry so that sales can advise customer of issues. Take a Healey bumper: When a salesman brings up a 991-353 bumper on screen, the salesman sees this: "NOT OE SPEC, BUT THE ONLY ONE AVAILABLE. MOUNT HOLES MAY NOT LINE UP & PRESSINGS MAY NOT BE GOOD AT THE ENDS. If your OE bumper can be repaired, do it." If the customer does not have an original bumper, they can try and find one. If they decide to order the new bumper, at least they have some idea about what they're going to get.
- Where the part we supply works, but requires modification, we are including that information in the computer, on the web and where space allows, in the catalog. (See comments on parts 141-220 and 163-500 on page 42 of the MGB-0508 catalog)
When we receive a comment about a part, we have a variety of responses. Regardless of the significance, if the comment will be filed by part number. If there is a more serious issue, we will freeze the inventory and investigate ASAP to determine the facts. Using a network of restoration specialists, the BMTA, and our own staff we will make every effort to determine the facts. Our findings will be shared with the manufacturer. If they are unable or unwilling to change, we will change sources or drop the item. Safety critical issues are very rare, be we have done recalls where it was necessary.
We have implemented procedures to enable us to better control the inventory. If we have a problem that is intermittent, we may flag the item for “inspection upon receipt” and that will prevent the product from going on the shelf until we have verified the item is OK to sell.
Vendors that cannot supply the quality we ask for are flagged as NSQ meaning “Not Satisfactory Quality”. Parts from vendors that cannot be fitted are flagged DNW meaning “Does Not Work”
We will not but that item from that vendor until they convince us they have fixed the problem(s).
Bottom line is this- we stand behind what we sell. You have a problem, call us or use the “Contact Us” form on the Moss website, and we'll make every effort to resolve the situation to your satisfaction. If there is a problem with a part, we will either find another source or discontinue it. If it is critical and there is nothing else available, we will carry it with suitable notes to make sure you know what you are getting before you open the box.
So…. Where does this leave us?
Moss is working very hard to keep the pieces you need on the shelf. Because each customer has different needs and expectations, we need to be as clear as we can about the parts we sell. We are clearest about the major components like upholstery and very specific where people want to know the brand, and less specific when it comes to fasteners. This is a process that will continue and because things keep changing, it will never stop.