Recently, Desheng Company received quality objections from customers regarding the pH value determination of heparin lithium (batch number: 20240516) and EDTA dipotassium (batch number: 20240529). The customer feedback shows that the pH value measured by them is about 0.3-0.4 higher than the detection value of Beisheng. In order to address customer concerns, improve product quality and customer satisfaction, Desheng Company organized a training session for the entire sales team on the impact of products on pH testing results.

 

 

Problem Analysis: Research and Experimentation

 

In order to identify the root cause of the problem, the quality department of Desheng Company conducted detailed research and carried out the following three experiments:

 

Experiment 1: Differences in Testing Equipment and Auxiliary Water Use

 

The pH values of four types of water and a 1% solution prepared with the four types of water were measured using the same device. The results showed that even when using the same batch of products, there were significant differences in pH values caused by different water sources.

 

Experiment 2: The Effect of Solution Preparation and Storage Time

 

Prepare the sample with RO water and measure the pH value. After leaving it for 5 days, measure it again and observe the changes in pH value over time. The storage time has a significant impact on pH measurement.

 

Experiment 3: Calibration of pH Meter and Equipment Comparison

 

Take the pH meter and calibration solution from Desheng Company to another company's laboratory, calibrate them using pH calibration solution from another company, and then test the calibration solution from Desheng Company. The results indicate that Desheng's pH meter is working normally and the measurement results are reliable.

 

Analysis of experimental results

 

1. The influence of water source differences on pH measurement: Experimental results show that using different water sources to prepare solutions can lead to differences in pH measurement results. Therefore, when conducting pH measurements, it is necessary to use the same water source to ensure consistent experimental conditions.

 

2. The influence of solution preparation time: Experiments have shown that the storage time of the solution can affect the pH value. Therefore, pH measurement should be carried out as soon as possible after preparing the solution to avoid measurement errors caused by prolonged storage.

 

3. PH meter calibration and equipment comparison: Experimental confirmation shows that Desheng's pH meter and calibration solution work normally, and the measurement results are reliable. The deviation in the customer's measurement results may be due to the use of different calibration solutions or equipment.

 

Improve customer communication skills

 

At the training meeting, the sales team also learned how to communicate with customers and explain technical issues. include:

 

1. Transparent communication: Provide customers with detailed explanations of product testing processes and standards to enhance trust.

 

2. Technical support: Provide detailed testing reports and technical support to help customers solve measurement problems.

 

3. Quick response: Respond promptly to customer quality objections and provide solutions to improve customer satisfaction.

 

Training objectives

 

1. Enhancing the professional competence of the sales team: Through this training, the Desheng sales team not only deepened their understanding of products and pH measurement, but also acquired more technical knowledge, which can effectively answer customer questions and provide professional advice.

 

2. Enhancing customer trust and satisfaction: After training, the sales team was able to communicate well with customers, explain the differences in test results and their reasons, and improve customers' trust in the quality of Desheng products. Meanwhile, by providing professional technical support, customer satisfaction has been further enhanced.

 

3. Continuous improvement and optimization: Desheng Company will continue to pay attention to product quality and customer feedback, regularly organize similar training activities, and continuously improve the professional level and service quality of the sales team. Desheng will strengthen technical communication with customers, optimize testing processes, and ensure stable and reliable product quality.

 

The product impact pH testing results training session conducted by all sales staff of Desheng not only helped the sales team solve quality objections raised by customers, but also improved the overall service level. Through in-depth experimental research and professional training, Desheng Company has demonstrated a high emphasis on product quality and customer satisfaction, committed to providing customers with excellent products and services.