Having a company representative at the customer’s production site is becoming increasingly common, especially in the automotive industry. A quality resident today plays a far more strategic role than simply being “on-site quality control.” It’s a position that can directly impact customer relations, response time to issues, and the effectiveness of corrective actions.
In this article, you’ll learn about the role of a quality resident at the customer’s plant and the advantages this brings to the organization.
Who is a Quality Resident?
A quality resident is a person delegated by the supplier to work on-site at the customer’s production facility, serving as the direct point of contact in all quality-related matters. Their role goes far beyond typical inspection duties. Why? Because it includes:
• Communicating with the customer,
• Analyzing quality claims,
• Training operators,
• Initiating sorting or containment activities.
In many companies, the resident becomes the “first line of response” in the event of a quality incident. This allows for quicker reaction times than traditional escalation structures and helps minimize the impact of potential problems.
This is particularly valuable when the customer plant is located on another continent. In such cases, the organization can act immediately based on the resident’s report.
Key Benefits of Having a Quality Resident On-Site
Here are the main benefits of assigning a quality resident to the customer’s plant – from both operational and strategic perspectives:
1. Internal Sorting Capabilities
The resident can initiate immediate sorting without involving third-party companies approved by the customer. This reduces costs and gives you greater control over the process. Note: some customers require specific third-party sorting companies – in such cases, you’re obligated to follow their guidance.
2. First Point of Contact in Case of Quality Alerts
Ongoing communication with the customer enables quick issue analysis and implementation of temporary countermeasures, which builds long-term trust.
3. Training Customer Operators
The resident can conduct brief product training sessions, explaining proper installation techniques, critical areas, and acceptance criteria. Ideally, this should be done across all shifts to ensure consistent understanding among operators.
4. Support During New Product Launches
A resident trained in the supplier’s plant can support the customer during initial assemblies. This significantly reduces the risk of errors and future claims.
5. Faster Shipment of Suspect Parts
Suspect, not rejected – that’s an important distinction until the root cause is confirmed. The resident can arrange fast part shipments without going through the full claim process, reducing response time and protecting performance metrics.
6. Insight into the Assembly Process
Being physically present allows the resident to gather undocumented information – such as how parts are assembled, local adaptations, or process weaknesses.
7. Direct Presentation of Corrective Actions
The resident can present PCA (Problem Corrective Actions) and analysis results (e.g. dispute requests) directly to the customer during meetings, before they are uploaded to the customer portal. This avoids unnecessary business trips and shortens reaction times.
Another valuable role: managing software reflashing to newer revisions on-site. This allows the customer to avoid waiting for replacement shipments – reflashing can begin with finished vehicles in stock, currently assembled ones, and parts in incoming inspection.
Quality Resident as Part of a Quality Management System
Quality management doesn’t end with audits and paperwork – it’s a dynamic system that relies on people, communication, and trust. A quality resident is a natural extension of your QMS and can act as an early warning system for potential quality issues.
Feedback Loop: From Customer to Production Plant
If a problem arises in the field that appears to be caused by improper handling or installation at the customer’s plant, it’s crucial to inform the resident (or quality team if no resident is present). This should be accompanied by a recommendation to train operators across all shifts – even if training was conducted months ago at launch.
This approach:
• Shows a proactive attitude,
• Strengthens customer relations,
• Helps reduce the number or cost of claims,
• Improves negotiation position in 0-km complaint cases (if PPM is your KPI).
It aligns with continuous improvement (Kaizen) and enhances your credibility in future customer interactions.
Skills of a Quality Resident – More than Technical Knowledge
An excellent quality resident isn’t just a quality expert. They’re also:
• A communicator,
• An analyst,
• An advisor,
• A problem solver,
• A brand ambassador.
They need to listen, explain, mediate, and solve problems before they escalate – especially under pressure or in unclear situations. Many companies now provide soft skills training for their residents to improve their confidence and customer interactions.
Of course, technical skills remain essential. To develop your quality residents effectively, consider an onboarding program that includes:
• Product structure and functionality,
• Historical complaints for similar products or customers,
• Hands-on training on the production line – ideally at least one week. This gives residents insight into assembly processes, useful during problem-solving on the customer’s floor.
Where Quality Residents Are Most Valuable
This role is most commonly found in:
• Automotive (OEM & Tier 1),
• Home appliances,
• Electronics,
• Aerospace,
• FMCG (especially with high-volume, fast-paced programs).
In some industries, the presence of a resident is mandatory following a serious quality issue. However, it’s best to see it as an opportunity – well-executed residency can evolve into long-term collaboration.
Summary
A quality resident at the customer’s site is one of the pillars of effective quality management. It gives you a real competitive edge – helping your company act faster, more precisely, and in line with customer expectations. In today’s environment, speed and precision are essential. Residency can be the difference between retaining or losing a contract.
Investing in the development of your residents is not a cost – it’s a strategic move. They’re not just “on-site support.” They are your eyes, your ears – and your voice in front of the customer.
Author: Dariusz Kowalczyk
