Our company, as certified by the Quality Manual, has “Customer Satisfaction” as its goal and in order to achieve this objective it is appropriate to define some rules to establish a lasting and fair relationship with the customer above and beyond the criteria imposed by our ISO 9001-2015 system.

The essential points highlighted include:

• Collaboration with the customer;
• Sales orders;
• Receipt and delivery of materials;
• Confidentiality;

Given that our company is ISO 9001-2015 certified, the certifying body obliges us to comply with the relevant standards: this means that in the customer/supplier relationship the customer must conform to our terms of sale and follow certain procedures.

a) Collaboration with the customer

In establishing a new relationship, the company makes its technical resources available to the customer in order to fully define the object of the contract, that is, the characteristics of the type of treatment to be performed.
The company carries out “standard” treatments the results of which are always guaranteed within the tolerances allowed by the standards concerning these types of treatments or processes.
Nonetheless the company is willing to examine the feasibility of treatments on a case-by-case basis. In this phase our technical office is available to the customer for the definition of the technical characteristics, the processing methods, and the parameters to be achieved.

b) Sales orders

All customer orders must contain the following information in accordance with the requirements of the Quality System:

• Type of material(s);
• Quantity;
• Terms of delivery;
• Treatment requested;
• Any references to regulations;
• Any references to customer specifications;
• Payment terms;
• Packaging;
• Returns.

When negotiating and/or requesting a quote, the customer, in addition to technical specifications, must attach or identify the supply conditions in particular with reference to its own tests and control methods as well as the traceability of supplies in the case of multiple suppliers.

In the case of repetitive supplies, it will be the responsibility of the company to establish contractually “standard conditions” applicable for the entire duration of the contract. The company maintains the right to vary the aforementioned conditions at its own discretion in the event of objective market changes.

Since these are continuous cycle processes with systems with specific potentialities, and therefore set-up and start-up times, the company reserves the right to establish minimums for each production lot on customer specifications. The company reserves the right to establish guaranteed minimums for the duration of the contract.

c) Receipt and delivery of materials

Based on its own established procedures our receiving department performs a check of all incoming material. In the event that Non-Conformities are found with regard to the declarations contained in the accompanying documents, the material is set aside and is at the disposal of the customer which is asked to make a decision on the merits. It will still be our service’s responsibility to immediately report the any Non-conformities identified.
The company is not liable for defects and/or losses which occur during transport.

d) Confidentiality

It will be the customer’s responsibility to safeguard and not disclose any information, technical specifications, or processing methods which it may become aware of during the relationship with the company.

We believe it is above all advisable to clarify that the determination of the price for our work is calculated taking into account a series of parameters:

• the volume of the individual piece;
• the quantity of the material processed, understood as by the barrel or a specially prepared frame;
• the thickness of the coating;
• the specific weight;
• the surface;
• the level of quality required in processing.

Therefore, it is easy to understand how every single item must be evaluated to determine the specific price for the treatment which is not transferable to other processes. Therefore, costs must be evaluated on a case-by-case basis.

In light of the above, it is advisable that customers, if they in turn have to prepare a quote for their client companies, request that we prepare a preliminary estimate of the cost of the individual piece to be treated, thus avoiding unpleasant misunderstandings which are likely to turn into economic losses.

Of course we are always available for a fruitful collaboration in this regard.

As has long been reported by the specialized press, even in Italy the strategic orientation to the concept of product “total quality” has become primary in industrial policy. This means that every product, especially for those with high intrinsic value, must be manufactured with the highest care and attention to the exaltation of its maximum potential in every phase of its processing.
Our company is well aware of this new research and as much as is possible we have made the appropriate investments, in light of the predetermined objective. Moreover, since Total Quality is achieved with the contribution and active involvement of each of the companies that contribute to every phase of the product manufacturing process, we ask for your collaboration, which in any case is clearly also to your advantage.
In light of the above, we would like to inform you of a series of measures and requirements that, if implemented, would allow our work to provide the maximum results, to the advantage of the pieces processed.

1. Individual requests for treatment should be accompanied by a table containing the characteristics and parameters required in the specific case.
2. Each material to be treated should be accompanied by a table containing the data relating to its physical composition.
3. The materials to be treated must be free of oils, grease, rust, grinding or abrasive pastes, as well as any other chemical product that might somehow interact with the treatment products, or limit their effectiveness.
4. Ask in advance, as necessary, for our advice regarding the most appropriate, economical, and in any case the most suitable treatments for the effect sought. (In any case it is our practice to specify for our client companies the most appropriate processes or treatments, even if different from those requested of us).

Finally, we believe we must note that:

a) the pieces treated may have different shades if the piece is partially worked before the treatment;

b) the company benefits from the collaboration of a well-equipped chemical laboratory, able to determine the causes of any incorrect processing and treatment;

c) checks on the treated material must be carried out and disputed immediately; any pieces rejected must be accompanied by an error certificate, and cannot be accepted after they have undergone further processing;

d) in order to avoid unproductive disputes, our company reserves the right to manage and keep samples of treated pieces, in order to carry out the necessary checks in the event of disagreements regarding the work carried out.

In this way we are better suited to satisfy the requests of even the most qualified and demanding customers with competence, professionalism, accuracy, and with the least expensive method.