Christina Trussell of Blue Origin was new to her career and eager to learn. Garry McGuire of NASA Marshall Space Flight Center was an established contributor to dozens of IPC standards. After they met at an IPC APEX EXPO Newcomers’ Reception, the two built a strong mentor/mentee relationship. Christina is an Emerging Engineer (EE),and they both have leadership roles on the 7-31FS IPC/WHMA-A-620 Space and Military Electronic Assemblies Addendum Task Group.

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Being good enough is no longer enough. As the market becomes more competitive, the demand for great customer service increases. We are no longer competing with rival companies in our own field; we are up against the best in the world. Our customers understand great customer service. Now they want it from all the companies they deal with. They’ve been to Disney World, ordered from L.L. Bean and Nordstrom’s, booked airline tickets and rental cars on Expedia—and they know how easy those transactions can be. Now they want it from us too. Here are three tools we use to deliver the best customer service.

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Electroplating has always been at the core of printed circuit fabrication. It was the first process I was assigned to as a new young engineer at Hewlett-Packard in 1970. Of course, the copper-plating process was copper pyrophosphate, an alkaline—a very temperamental bath from MT Chemicals Inc. Soon after I mastered the chemistry and control of this plating solution, I had the opportunity to test and introduce PC-GLEEM from LeaRonal, Inc., a new sulfuric acid-based copper sulfate copper-plating chemistry. We never switched back.

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