On September 21, 2011 Electro Soft, Incorporated celebrated 25 Years in Electronics Contract Manufacturing.  Customers, vendors, family and friends all joined us at the Talamore Country Club in Ambler, Pennsylvania for a cocktail party celebration.

President James T. Wallace, Sr., regaled guests with the story of how Electro Soft started.  While everyone knew it the story of his kitchen table, they didn’t realize it was supposed to have been a one-time job as a favor for a customer of the company that had just laid him off.  Guests loved the irony of how what Wallace thought, “would soon pass”, has grown into a 20,000 square foot facility with 30 employees.

We were honored to have Congressman Todd Stevens come and celebrate with us.  He spoke about small business in our area and mingled with guests.

It was a great event and a fun time was has by all.  Please view our Flickr page for more photos.

Thanks to an energy grant from the State of Pennsylvania, Electro Soft, Incorporated will be upgrading our lighting fixtures. Currently we are using old 8 foot flurescent lighting fixtures that are over 10 years old (at least). While the current lights still work well, LED provides better coverage at a lower price.

Current Lighting Fixtures

LED lights ESI tested for a few months

Wave soldering is a process in which many parts on a PC board assembly can be soldered at one time.  It is a unique and interesting process that we  use at Electro Soft, Incorporated for our through-hole PC Board assemblies.

How Wave Soldering Works – In Layman’s Terms

1.  The board is checked to make sure that the components are secure and lined properly;

2.  The board runs over a foam flux which coats the bottom and legs of the board;

3.  After leaving the foam flux the board is heated in order to activate the flux, remove excess flux and in order to prevent thermal shock;

4.  Lastly, the board floats over a wave of solder which coats the legs of the components and, using a chimney effect, wicks the solder up to the bottom of the PC board, to the hole.

PC Board Assembly is just one of the capabilities as Electro Soft, Incorporated.  We offer both through hole and surface mount services.  All of our automated services are fascinating to watch.  The wave soldering machine is no exception.  Here is some video footage of our machine at work this morning:

For more videos, become a fan of the Electro Soft, Incorporated Facebook page.

Customer Service Turned Ugly

Please wait for a site operator to respond.
You are now chatting with ‘Joanna’
Joanna: Thank you for choosing Avnet Express eCommerce Support. How may I help you?
Karla: I want to order MPX2100A, 25 pcs, but the balance would be on back order
Karla: can I get the 25 pcs price at 23 pcs and nix the last 2?
Joanna: No, you will have to pay the price break listed for the quantity purchased
Joanna: 23 pieces would be a higher price, and you can’t get 23 at the lower price
Joanna: The system won’t allow it
Karla: so if I put in 25 and it says that its backordered, can i later cancel the 2
Joanna: I cannot answer that at this time
Joanna: If you only need 23, then you will have to order 23 and pay that price
Karla: is there someone that i can speak to in person? a manager?
Karla: it doesn’t make sense to hold up an entire project for 2 pcs which would be backordered
Joanna: I can have one call you
Karla: and it doesn’t make sense to pay double shipping
Karla: please do
Karla : 215.***.****
Joanna: I see that you want the lower price, but the only way to do that online is to order 25
Karla: which i will do, but 25 are not in stock
Karla: and i don’t want to hold up the project for two pieces, nor do i want to pay for shipping twice
Joanna: Correct, but you still must pay the price break for the quantity you order
Karla: which i understand
Joanna: Once you place the order, we cannot make changes or adjustments so that you can get a lower price for a higher quantity
Joanna: We can’t make changes after submitting
Joanna: We would only be able to cancel the entire order
Karla: even after it ships?
Joanna: You are trying to get me to tell you how to creatively trick the system
Joanna: I cannot do that
Karla: i honestly do not want you to do that
Joanna: If you order online, you must pay the price break for the quantity you buy
Karla: where you are coming up with that, i don’t know
Karla: i am not trying to place an order online
Karla: i am looking up the prices online in order to place a hardcopy order
Joanna: Well, you want to enter the 25 for the lower price, then ship 23 and cancel parts you never intended to take
Karla: after being in business for 25 years i am not trying to “trick” anyone
Karla: i would take them if they were in stock
Joanna: If you want to negotiate price, you can contact Sales at 800-332-8638
Joanna: I cannot do this online for a web purchase
Joanna: If you are not intending to buy online, then Sales is your best bet to buy
Karla: I am very disappointed in this IM experience
Karla: you accused me of trying to trick the system and that was uncalled for
Karla: i don’t know how your system works, i was merely trying to find a way to get the parts that i needed and was willing to pay for the additional quantity
Karla: Your company will be hearing from me
Karla: especially after the many years Electro Soft, Inc has been a loyal customer of Avnet

Let me back up.  I would not have even contacted Avnet had the RFQ that I had sent on Monday been returned to me in the promised 24-hour time span.  I HAD to contact them after 48-hours of waiting.  I spoke to a representative who told me that a hard copy of my quote was on it’s way.  I am still waiting on that quotation, by the way.  I finally broke down and looked up each individual item online, which is why I wound up in an instant message war of words with Joanna.  What happened after the call was a tweet:

I went online to their blog and tried to post the commentary, however it hung in moderation.  Within a half hour I was contacted by Bethany at Avnet (via Twitter).  She apologized and asked me to call her.  Bethany was very kind and I explained to her the entire situation.  She got in contact with the online manager who called me directly and apologized on behalf of Joanna.  While I appreciated these women calling and expressing their concern, it opened my eyes to how large organizations can have the best of intentions with social media and customer service, yet the people who are called to execute it oftentimes fail.  Its something we at Electro Soft strive to never do.

The industrial marketplace is still catching on to social media and how it fits in their respective companies.  It is an industry of scientists and engineers who rely on data analysis in order to move forward, but in this era of instantaneous everything, they can and will get left behind.  I love the fact that companies like Avnet and even Electro Soft are pioneering the way.  We are creating the data and evidence, we are a part of the case studies that prove that social media can work in this area of business.  It allows us to interact with our vendors, customers and potential customers.   It gives our companies a sense of human-ness that sometimes doesn’t exist.  And while my war of words with Joanna didn’t go so well, my hope is that we can learn from our interactions and mistakes in an effort to create a solid foundation for those to follow.

Does your business participate in social media?  How do you serve your customers?

1.  Proximity – Most companies who are starting a new project with a new company want a contract manufacturing firm that is close enough to drive to.  This is important for site surveys and material shortages.  You want to have the ability to react quickly and regional companies provide you with a little more agility when time is a factor.

2.  Type and Age of Equipment – Contract manufacturers sell time.  You want a company that has the ability to run a job using technology, when possible.  Pick-and-place machines, reflow ovens and wave soldering equipment are just a few staples.  If the company has them are they well maintained?  Do they make capital equipment investments?  Is the technology old or outdated?

image courtesy of Karl-Martin Skontorp

3.  Certification of Operators – Request information about the PCB Assembly operators at the company.  Are they certified in the latest standards that are mandated by your company and/or product?  If not, how far away are they from attaining the proper credentials?  Are they willing to complete the needed requirements?

4. Quality Standards - ISO 9001:2008 should be the minimum standard that a company has established for its business.  Various industries require that their companies and/or subcontractors have the same.  Is the contract manufacturer certified in all of the necessary standards?  If the company is willing to obtain the proper standard for your company, are you willing to invest a minimum amount of business with that manufacturer?

5.  Delivery – Is the company able to turn a job at your specified quantity in a reasonable amount of time?  Is the job too big for them to handle?  Do they ship off-shore for large jobs?  Are all of the parts in stock or readily available?

6.  ESD Controls - With today’s ICs, its very important to protect your products.  ESD in contract manufacturing is an important topic that we have discussed in the past.

7.  In-house Purchasing/TurnKey - Does the manufacturer have a purchasing department that can source your materials?  Do they have partnerships with vendors that cause the price to be driven down?  Do they have the knowledge to locate and obtain possible substitutions in the case of obsolescence?  Are they capable of turning your drawings into fruition with little to no involvement from your company?

8.  Price – Is the company’s labor rate commensurate with the industry?  What is included in the price?  Are they a lot higher/lower than other companies?  Make sure that you have an apples to apples comparison as the bottom line price may not include some integral pieces.

9.  Training – Does the company value continuing education when it comes to it’s staff?  Are their skills monitored and measured?  Are trainers brought in to enhance the staff’s skill set?  How often is this done?

10.  Age of the Business – We were once a start up and it was tough to get an opportunity, but after 25 years of experience in this area of business, we now have a body of work and a reputation that speaks for itself.  There aren’t many scenarios that we haven’t seen or solved.  Ask the potential manufacturing partner questions such as:  what was the longest running contract that they have had?  Which client have they had the longest?  What was the most complicated project issue that they have faced while in business?

These questions will put you on the road to selecting a quality PB Board Assembly house.  Are there any others that you can think of?

Having started is business 23 years ago, Jim is considered a true success story.  Growing up in Ambler, Pennsylvania, he was the eldest of 5 children.  Academically talented in the areas of science and mathematics, Jim was awarded a full scholarship to Millersville University which he turned down in order to join the Air Force’s efforts in Vietnam.  Upon his return, Jim enrolled in Montgomery County Community College where he earned an associates degree in Physics.  He then enrolled in the Pennsylvania State University and earned a Bachelors of Science in Electrical Engineering.

After having careers in both Mechanical and Electrical Engineering for companies like: Geometric Data and Smithkline, he found himself laid off.  Customers of the defunct company contacted Jim to make an integral cable that was deemed necessary for their product line.  That one cable built on his kitchen table was how Electro Soft, Incorporated was born.  Twenty-three years later Jim is being recognized for his journey.

If you are interested in attending the awar ds ceremony, it will be held on Thursday, August 5, 2010 at 7:30 AM at the Crystal Team Room in the Wannamaker Building.  Details here.

Photo courtesy of K!T

Activists say that the long hours, low pay and high pressure environment are the norm for manufacturing companies in China.  Foxconn employees were made to sign agreements stating that they would not kill themselves while dealing with work conditions where there they are yelled out, not able to talk on the assembly line and can take only a ten minute bathroom break within a two-hour period.  Workers live in dormitories with 8 to 10 people per room.  For many young people, they are working away from home for the first time.  While Foxconn does provide counseling, I still find it to be an interesting environment for a company that has been reported to generate more revenue in a one year period than Apple, Dell or MicroSoft.

Its no a secret that companies across the globe were attracted to China for their low prices for high quality work.  But now that there is an international presence, the issues at Foxconn are not only their issues, but a global human rights issue.  On June 1^st, Apple executive Steve Jobs was quoted at a conference calling the suicides, “very troubling”.  One has to think about it from a business perspective, if Apple is already behind in iPad orders, a move to a different manufacturer would be costly and create even a bigger back log than the one that currently exists.

Foxconn has worked with their parent company, Taiwanese supplier Hon Hai Precision Industry, to address the issues with their workforce.  Netting has been installed around the outdoor stairwells at the dormitories and workers are getting a reported 70% raise, which would boost the average salary to $290 per month.  The salary increase is an effort to decrease over-time hours, which is seen as a necessity for workers in order to meet their financial demands.

photo courtesy of mtlin

The issues at Foxconn are just extreme examples of how workers across China are getting fed up with their labor conditions.  Numerous companies have had to deal with demonstrations and workers walking off the job in an effort to force change.  Add to that China’s “one-child” policy which has reduced the country’s under-40 workforce by 20%, ultimately creating better collective bargaining power for the workers.

China’s labor rates will ultimately increase creating a new market of consumers who can take advantage of not only creating exports but consuming its own domestic products.  This is exactly what the Chinese economy needs in order to strengthen its position in the global community.

As for the multinationals that have invested in China, many will have to close their doors and/or relocate to southeast Asian countries.

Sources:

http://www.businessweek.com/magazine/content/10_24/b4182035750226.htm

http://www.google.com/hostednews/afp/article/ALeqM5hhOaoIZbqmmSc3z2Tv5D7fX14AQQ

http://www1.voanews.com/english/news/economy-and-business/Analysts-Salary-Increases-May-Not-Ease-Southern-Chinas-Labor-Woes-95888554.html

http://online.wsj.com/article/SB10001424052748704256604575294620379224124.html?mod=WSJ_hpp_LEFTTopStories

http://www.intomobile.com/2010/06/08/foxconn-considers-price-hikes-to-offset-wage-increases.html

RoHS means Restriction of Hazardous Substances, based upon the European Union’s Directive 2002/95/EC.  It restricts the use of specific hazardous materials found in electrical and electronic products.  All applicable products in the EU after 7/1/06 must pass RoHS compliance which is basically a screening and verification using RoHS analyzers such as x-ray fluorescence or SRF metal analyzers.

While it is oftentimes called the “Lead Free” directive, there are six substances that it addresses.  The banned materials are as follows:

• Lead (Pb)
• Mercury (Hg)
• Cadmium (Cd)
• Hexavalent Chromium (CrVI)
• Polybrominated bipheyls (PBB)
• PolyBrominated diphenylethers (PBDE)

The reason behind this switch is due to environmental concerns such as pollution of landfills and dangerous occupational exposure while manufacturing and recycling.  As technology changes at a rapid pace, people are getting rid of their obsolete electronics at a higher pace.  These electronics are shipped to other countries in order to be recycled where both adults and children become poisoned by the hazardous materials.  Unusable parts find their way into landfills, while items that can be recycled are sent back to the United States, thus creating a cycle.

Photo Courtesy of Art_es_Anna

In the manufacturing sector, if a large enough client requires RoHS compliance, it makes sense to make the entire company compliant due to economies of scale.  It doesn’t make sense to purchase two different versions of the same item.  However, the changeover is not only costly, but there are performance issues associated with going “lead-free”.  The solder alternatives require a higher melting point, which may damage components and PC boards.  There are other problems such as sensitivity to moisture, which causes reliability issues, not to mention tin whiskering, which causes short circuits (though significant failures have not been reported to date).

Total lead use in electronics is only 2% world wide and only 4% of the lead in landfills comes from electronic components/boards.  While these are only miniscule contributions to the world wide problem, it is easy to see why major brands have made the decision to become RoHS compliant.  Panasonic, Apple, Dell and HP are on the growing list of companies that have made or are in the process of the switch.  Smaller contract manufacturers will eventually have to fall in line and follow suit.

So what is your position on RoHS compliance?  Has your company or any of your clients requested it?

Static

Lets start with some basic chemistry, everybody is made up of atoms. At the center of an atom is a cluster of protons and neutrons. They are held very tightly together forming a nucleus. Orbiting this nucleus are electrons, which move around rather loosely. There are 115 different types of atoms. All are different because they have different numbers of protons, neutrons and electrons. Protons have a positive (+) charge, electrons have a negative charge (-) and neutrons are neutral. An atom with the same number of protons and electrons will counteract all charges make an atom neutral (having no charge). More protons will make an atom positive while more electrons will make it negative.

Some materials can inhibit the movement of electrons. These materials are called insulators. Examples of insulators are: cloth, glass, air, pure water, plastic, dry wood and oil. Conversely, there are some materials that allow for the free movement of electrons. These materials are called conductors. Examples of conductors are: silver, copper, concrete, dirty water, aluminum and steel.

Electrons have the ability to move freely from one atom to another. In order to get the electrons to move you must create friction. Here is an example, you walk across the carpet at the office and touch the door knob and get shocked, what happened? Walking across the charged carpet created friction. The carpet’s electrons transfer to your body. The doorknob had a corresponding voltage. The zap was the transfer of electrons to that corresponding voltage or, what we call in our industry, an electro-static discharge or ESD

photo courtesy of zb1ek

Another example, in the winter months when you remove your hat from your head, you find that your hair is sticking up, why? When you removed your hat from your hair, it transferred electrons to your hair. The winter months carry less moisture in the air, thereby creating the perfect dry environment electrons need in order to travel. Each strand is charged and each is trying to repel from the other. The furthest it can go is to stand on its end. Dryer conditions, such as the winter season, will cause higher voltages. Think about your clothes dryer and how the friction and heat creates static…starting to make sense?

Current devices that are now installed on PC Boards are so sensitive that they can pick up transfers of electrons that the human body would never sense. Metal oxide devices (MOS) are so sensitive that a discharge of less than 50V can destroy them. Humans usually are unable to detect voltages below 300. One usually feels a shock at 3,500V. This is why it is very important that your business use electrostatic dissipative surfaces when it comes to electronics.