From the Rolls-Royce experimental archive: a quarter of a million communications from Rolls-Royce, 1906 to 1960's. Documents from the Sir Henry Royce Memorial Foundation (SHRMF).
Responding to a customer complaints report, clarifying the policy on shipping cars with known faults and defending an employee's efforts.
| Identifier | ExFiles\Box 47\3\ Scan047 | |
| Date | 13th April 1931 | |
| To Sgr from Wor.{Arthur Wormald - General Works Manager} Copy to Hs.{Lord Ernest Hives - Chair} [text struck out] 84117 Wor{Arthur Wormald - General Works Manager}8/T13.4.31. Re Customers' Complaints - Monthly Report. Thanks for your memo Sg{Arthur F. Sidgreaves - MD}12/E10.4.31. Referring to Hs{Lord Ernest Hives - Chair}/GWH{George W. Hancock - Head Chateauroux}1/KT8.4.31, I had, before receiving your memo, had a talk with Hancock. I think we must put down his statement that it is the policy of the Company to deliver cars with known faults as being a mistake due to tremendous enthusiasm on the part of Hancock and several others who have been working with him to find out improvements for known faults. Hancock and his colleagues have met with considerable success since I started them dealing with these customers' complaints, and naturally Hancock would like the job to go on much faster; when I spoke to him he agreed that he was wrong in inferring that it is the policy of the Company to deliver cars with known faults. I have asked Hancock to review the position again and tell us where the Company is failing to take full advantage of any improvements that Experimental Department have made. I pointed out to him that - as a matter of fact, we are not making any parts or units for Phantom II that are doubtful and want improvement; indeed, except left hand chassis we are making no Phantom II at all except an occasional Continental Chassis, and also on the 20/25 we are going slow on everything that needs improvement, and the policy of the Company would be, as it always has been, to scrap ruthlessly any parts that are faulty, providing that we have a known cure for such faults. I am sure Hancock is the last man in the world to create wrong impressions, and as I stated above, it is due to the enthusiastic manner in which he is tackling the job. Wor.{Arthur Wormald - General Works Manager} | ||