Combating Failure With Knowledge

IN AN EFFORT TO EDUCATE customers about its seat belt retractors, buckles and height adjusters, TRW OSS Mexican Operations (MexOps), Reynosa, Tamaulipas, Mexico, has implemented a teaching curriculum called Seatbelt 101.

Many customers misunderstand or mishandle the products, resulting in calls

"We'll go anywhere to hold the Seatbelt 101 classes, or we will invite our customers to the plant to see their parts being made," Adams says. "Sometimes it's just a case of showing them how the parts are supposed to work."

The parts act differently when they are not installed in a vehicle, according to Adams. What Seatbelt 101 does is educate customers on what to expect from the parts before and after installation. The company also provides a troubleshooting guide that highlights common issues such as noisy retractors and overpacked retractors that appear to be locked up.