It got me think about our services.  Despite the copious amounts of verbiage on our website, I spend a good chunk of each day explaining what we do and how we do it – which is one of the drivers behind developing the upcoming video tours, which we hope to post soon.

Some time ago, casting about for a good analogy for our company, my obscene fatness landed upon the concept of an a la carte menu.  You can use our services in the typical order – Sourcing Feasibility Study (sample report here), Vendor Coordination, Assembly-Inspection-Packaging (sample Product Quality Manual here), etc. – or you can start anywhere in the process you like.  Skip the salad and go straight to the main course.  Or eat dessert first.  We are nothing if not flexible, and our only goal is to help the client be successful in China.

And now I want ice cream.  Damn.

If you’ve noticed that blogging has been slow these past weeks, it’s been because a number of trips, client visits, etc., but the main reason has been an ongoing grind of computer trouble.  I have a high-end Windows machine from one of the big American brands.  It was bought a year ago because my prior machine, a super-crappy XP laptop from one of the other big American brands had finally given up.  The new machine purchase was ill-timed as I had to get a Vista machine.

Short version, it sucks.  Vista is, was and will be terrible.  But the machine itself was not much either.  Fit and finish were poor (screen was scratched and scuffed out of the box) and like all Windows machines, the thing was crammed with bloatware.  Despite its specs, it was slow from the start.

Three weeks ago, Windows download a bunch of updates and all hell broke loose.  The Blackberry also updated its software at the same time, which caused another slew of problems.  Worst of all, Outlook, which is the only Microsoft product I prefer to use, stopped working reliably.  I tried Thunderbird but found it a poor substitute (I love Firefox though).  After four (4) different IT folks took a look, after upgrading to Windows 7, after reinstalling Outlook twice, I gave up.  My Macbook Pro arrives today.  After 20+ years as a Windows user, I am switching (back) to Mac.

Note to Steve Ballmer – when your “productivity software” is this unreliable, it is no longer productive for me to use it.

It will be an adjustment, I am sure and there will be plenty of cussing no doubt.  But I had the opportunity to play around with one the IT professional’s Macbook and his iPhone 4G, and both blew me away.  I have bitched before about how little I like my Blackberry Storm 2, how unimpressed I am with my current carrier and now I am plotting my move (back) to AT&T so I can get a phone that was designed from the ground up to interface with my computer.  When the only office you have is two devices you can hold in your hands, you just can’t afford this kind of garbage.

Why do I include this in a blog about doing business in China?  Because both my current laptop and the new Macbook were made by the same company – Foxconn – and yet the fit and finish are night and day.

I have the feeling the company who’s name is on the current Windows laptop just goes to Foxconn and asks what’s new that they can slap their name on and market.  I know that Apple does not do that.

I have said it before and I’ll say it again now – you get the quality in China you are willing to pay for.

• MSNBC – Clinton says world must respond to N. Korea
• Financial Times – US warns over Beijing’s ‘assertiveness’
• DER SPIEGEL  – Interview with Economist Nouriel Roubini: ‘We Will Have Even More Crises in the Future’ (hat tip Matt)
• Real Clear Politics – Depression 2010? (whether you agree with him or not, this future is not clear or bright – there is much excitement yet to come I fear)
• Reuters – Factbox: Sources of tension between China and the U.S.
• Reuters – China and U.S. look to close world’s biggest trade gap
• Reuters (again) – Clinton avoids China disputes, hands out teddy bears (avoid confrontation and carry a teddy bear – not exactly what the Teddy for whom the bear is named advised, but then he never had to deal with being in debt to your competitors)
• CNBC – US Plays Down European Crisis but China Worried (as they should be)
• USA TODAY – Private pay shrinks to historic lows as gov’t payouts rise (that’ll work)
• Reuters (yet again) – How Greek debt crisis could save America (God, I hope so)

Maybe get to some travel blogging tomorrow.  Or not.  You’ll have to check back to see.

Too many American industries rely on illegal labor to remain cost competitive, thus the constant drama on the border issue.

The China nearly every Westerner sees is the coastal veneer.  The majority of China still dwells in the poor, mostly agrarian interior.  Their source of cheap labor in internal.

And as this article in Slate by Brett Edkins points out, in a sense, many of those Chinese migrant workers are “illegal” anyway.  Key paragraphs:

The United States could begin by conceding one of China’s principal arguments: Human rights are not just about individual liberty, but also economic opportunity. The Chinese “economic miracle,” which lifted 500 million people out of poverty in just one generation, is itself an unprecedented human rights achievement. Yet it gave rise to other pressing human rights concerns, including an issue that threatens to destabilize China’s Communist regime—growing discrimination against the roughly 200 million Chinese citizens who left their rural homes to find jobs in China’s booming cities.

In many ways, these rural migrants resemble undocumented immigrants in the United States. In China, they provide indispensible labor for vast urban construction projects and work in menial jobs as guards, waiters, cooks, or barbers. They are often mistreated by employers, generally live in poor conditions, and receive few social benefits and limited protection from the police. And their children are regularly denied public education.

Chinese newspapers, “Netizens,” and even Communist officials are calling for reforms. Their main target is China’s 50-year-old household registration, or hukou, system. Began as part of China’s state-run economy, the hukou system labels individuals as “rural” or “urban,” indicating their proper place of residence and binding laborers to the land. Today, rural residents are permitted to travel to the cities, but they can still be fined or forcibly returned home if they are caught working or living outside their designated hukou. Obtaining a temporary urban-residency permit from the police is beyond the means of most migrants, requiring a fee and employment documentation. Permanently changing one’s hukou by attending university or joining the military or the Communist Party is similarly out of reach.

Life for a city dweller with a rural hukou is difficult. Their hukou denies them urban welfare and access to public housing. It also excludes them from publicly funded health-insurance schemes. Since fewer than 3 percent can afford health insurance, most avoid medical care altogether. City judges often impose harsher sentences on rural migrants, and employers frequently withhold wages, knowing undocumented workers cannot complain to police without risking exposure.

I will admit I not a fan of the author’s wording, “undocumented migrants”.  If you illegally cross a national border anywhere else in the world (including Mexico), you’ve broken the law.  Only in the modern American journalist and politician world does that deserve an obscurant euphemism.

However, the point of the article is that despite the rapid advances, parts of the Chinese state are stuck in the Maoist past.  One good thing about dealing with PassageMaker, you know our employees are treated well and legal.  As a foreign owned firm, the government would come down on us like a ton of bricks were it otherwise.

Regardless, I am happy to see people in China, including members of the Communist Party, start to address the problem.

He commented on my recent post, “Sheer Import Genius“.  This led me to read two excellent posts on the the good and bad trading companies in China.

His points are spot on.  One of the reasons PassageMaker formulated the Sourcing Feasibility Study (SFS) was to identify and eliminate piss-ant trading companies that don’t add value.

Li & Fung is a tremendous company, and we have sought to emulate them in many ways.  PassageMaker focuses on SMEs – Small to Medium Enterprises, not Li & Fung’s market.  Many of our customers are Tier 1 suppliers to Fortune 500 companies, but they themselves fall into the SME category.  In my mind, this is a fine market to serve.

PassageMaker is not a middleman.  We are not a traditional trading company.  We add tangible value with our SFS, Vendor Coordination, Assembly-Inspection-Packaging and Factory Formation services.  Most importantly, the entire process will be transparent.  We don’t exist by keeping our clients in the dark.

Let us know how we can be of assistance.  If you are not 100% sure about every step of your supply chain, you need our help.  Trust me, you do.

The importance of contracts and compartmentalizing your supply chain cannot be overstated.  You have invested too much to build the business.  Don’t give it away because you are too lazy or too cheap to do the work to protect that investment.

Money ‘graph:

The other day, a really savvy client of ours stopped by the office. This company has been doing business in China for a long long time and it has non-disclosure/non compete/non circumvention agreements with all of its Chinese suppliers and US Buyers I mentioned the above conversation (no names or other identifiers, of course) and we talked about the benefits of the contracts his company has both in China and in the U.S. He then reminded me that this was also one of the reasons his company had set up its own trading companies in China. This company gets its product from about a dozen different Chinese factories, but the records in both China and the United States all point to the U.S. company’s own trading company as the exporter. This company has never had a problem with its customers going around it.

PassageMaker can help you secure your China supply chain.  Our “Black Box” Assembly Center is a far less expensive option than setting up your own trading company.  If you still want your own presence in China, we can help you with our Factory Formation service.  Give us a call, and when you need a lawyer in China, you could do far worse than Mr. Harris.

I’ll step up and admit I didn’t.

What’s worse, now that Import Genius is out there, finding your competition’s suppliers is as easy as using a search engine.  Anything imported into the USA is a matter of public record, including the exporter (i.e., your supplier), the type of goods and your receiving address.

Import Genius is an amazing program and I will be using it for sure, but it also highlights another advantage PassageMaker‘s “Black Box” offers our clients.  When you hire us to perform our Assembly-Inspection-Packaging service, that is really a catch-all term for any sort of contract assembly, product inspection, contract packaging, kitting, order fulfillment, pull-pack-ship, freight consolidation, private labeling or branding, etc.  We do everything from kit mobile phone accessories to assemble vacuum cleaners.

Aside from the advantages we provide to help you control your costs, ensure your quality and protect your intellectual property, we also act as a “firewall” to protect your real supply chain.  When a competitor searches for you on Import Genius now, they’ll get the name of your Chinese supplier.  Think about that for a moment.  You invested thousands upon thousands of dollars to establish that relationship, to tool your product and get the production going.  If you are like a typical “mature” PassageMaker client, before you hired us, you were paying for at least a half-dozen trips to China a year.  With business class seats, rooms at the Shangri-La, private cars, etc., that’s $20k per trip.

How confident are you that your supplier wouldn’t sell a knock-off of your product to a competitor?

If they search when you are working with PassageMaker, all they will see is our address as the exporter.  So in addition to saving you on travel expenses, we protect the investment you made in your suppliers.  Our motto is “Trust & Transparency”, and you can trust us to protect that supply chain.  We wouldn’t stay in business 5 minutes if that weren’t true.  In the PassageMaker system, you will always know who your suppliers are, who has your tooling, who has your designs, who has your money and who has your products.  The transparency part only applies to you!

I take full responsibility, as I am the only one who proofreads my blog posts.  I have dyslexia, so I always try and proofread everything 2-3 times before I send it or publish it.  After all, I get enough hounding from the clan in China, to say nothing of the Zen Dragon from down under, that I don’t need to make it any easier for them.

That said, my error sets me up for a good blog post today.  This experience underscores what I was saying in the original post – your business documents are far, far more important in China than in your home market.

Make a mistake or an error of omission on a purchase order, and you may very well be hosed.  Do the same on a Product Quality Manual (PQM), and I can guarantee trouble.

Some time ago, such an error of omission rose up and bit one of our customers rather badly.  We had followed the PQM as approved, but we had not been checking a particular dimension.  It had never been in the PQM, whether we didn’t include it when we drafted the document or whether the customer left it off the original drawing was lost in the mists of time, but the error had persisted undetected by all for nearly 4 years.  It was never a problem as long as the vendor providing that component did their job right, but we are all human and that finally didn’t happen.

Our team inspected the product to the PQM.  The error was so subtle, you would never notice it with the naked eye.  The client assumed all was well and shipped the product, which immediately were rejected in the field.  Long story short, everyone was unhappy and we all lost, but there was no warranty claim to be made against PassageMaker.  We’d followed the approved PQM.

Our policy is we will do what you tell us in the PQM, no more, no less.  It has to be this way, as the biggest problems in China are the admirable Chinese tendency to want to help too much or worse, to improvise when a problem arises.

I had a friend who was buying pillow cases in China.  All the samples came in exactly 1″ too big on every dimension.  Panicked, he called the factory and they told him they so appreciated the order (for several hundred thousand units), that they wanted to reward him by providing extra material at no cost!  After he got his heart pumping again, he contacted our friends at China Quality Focus who went on-site and got things back on track quickly.

Doing business in China is Murphy’s Law on steroids, acid and a truckload of uncut Colombian all at once.  Muse’s 1st Law is “Never Assume Anything“.  Make sure if you want it to happen (or not to) that you put it in writing.

I meant it when I wrote that we LOVE getting 17 pages of corrections back from the client.  It is far better than a cursory review and signature.

We have four (4) internal layers of proofreading for a PQM before it is sent to the client for approval.

1. The PQM is drafted by a Quality Technician, with input from the entire team, including the client.
2. It is then reviewed by the Production Engineer.
3. It is then reviewed by the Project Manager.
4. It is then reviewed by a member of senior management (most often by me).

Only then is it sent to the customer.

This is a time consuming process.  But the alternative is terrible to contemplate.  Anything worth doing is worth doing right the first time.

So make sure you proofread before you sign on the line that is dotted.

He began hitting McDonald’s almost daily to give his stomach a foundation to get by on.  Having had my share of food poisoning in China since then, I agree.  When you’ve just spent the last 12 hours on the “China Rapid Weight Loss Program”, you are NOT in the mood for more Chinese food.  A Quarter Pounder with Cheese is the most welcome sight on earth.

He started referring to McDonald’s as his “Get-Out-Of-China-Free-Card”.  What a perfect name.

It has nothing to do with PassageMaker or SafePassage or China Quality Focus – except that if you come visit us and get sick, we will make sure you are well cared for – but it is a reality of China travel that you will miss food you would never eat when you are home.  When I am in the USA, I cook Asian food 3-4 days a week.  When I am in China I crave hamburgers and hot dogs.  The grass is always greener, I guess.

Anyway, here are three crazy articles from ChinaSMACK about McDonald’s and the impact it has on modern China.

Chinese Netizen’s McDonald’s Happy Meal Rotting Experiment

Chinese Grandfather Eats McDonald’s For The First Time

Pretty Chinese Girls Run Into McDonald’s & Begin Dancing

On the last one, you see this kind of stuff regularly in China.  What a place.

Enjoy.

This put me in mind of the importance of making sure all your business documents say what you intend them to, ESPECIALLY when doing business in a foreign language.  One of the services PassageMaker offers our clients is help drafting the language on their purchase orders.  Many of our clients come to us after having a bad experience or two in China, and it is amazing how vague some of their purchase orders are.

The Chinese legal system is rapidly improving and a properly written purchase order is a binding contract that can be the difference between getting raked over the coals and being the one doing the raking.

I see similar issues with design databases.  Drawings are often given to us with no material specifications, no finish specs, etc.  I had a drawing once from an client that specified “aluminum”.  When I asked his engineer what type, he responded that he didn’t think it mattered.  This for a part to be subjected to high heat and load stress – you’re darned tootin’ it matters.

We have also received drawings specifying titanium fasteners.  After wasting time looking for these very hard to find fasteners, the project engineer in the USA tells us that he just cut and pasted the fastener drawing and forgot to change the material spec.  Two seconds of his time would have saved two days of our team’s time.

This kind of BS is why we have Endorsed Service Providers.  Choosing with the cheapest guy is very rarely the best deal.

Another area where we frankly NEED our clients to proofread is our Product Quality Manual (PQM), the core of our Assembly-Inspection-Packaging service.  As Mike Bellamy says, “we are generalists; we depend on the client to be the expert”.  We take the lead on drafting the PQM, and submit it to the client for approval, but once they sign off on it, that is what we are going to do, no more, no less.  It becomes our warranty and if the client forgets to tell us something, once they approve the document, that is now the official record.  We’ll happily amend the PQM for the next order, but if it wasn’t written down, not my fault.

Our system incorporates four (4) levels of approval before it is sent to the client for final approval.  From the speed at which some clients approve the document, I know they barely looked at it.  I would rather have a 17 page response as we got from one client than a signature 20 minutes later.

Doing things right takes time, but nowhere near as much time as doing things over.  If your project is valuable enough to bring to market, you have time for some proof reading.

PS – I have dyslexia, and have proof-read this damn post five times looking for typos.  I bet you all find at least one in spite of that effort.