From quality issues to a competitive advantage

in the trade of screws and fasteners

When quality falls short – and costs rise

When quality is lacking, it is rarely noticed straight away – but the consequences become all the more apparent over time. A Nordic retailer specialising in screws and fasteners found this out the hard way when recurring issues with surface-treated products began to affect both customer relations and profitability.

Corrosion damage that first became apparent at the end customer’s premises, inconsistent surface treatment quality and uncertain long-term performance made it difficult to trust the product range. Despite established suppliers and basic requirements, there was a lack of control over how the products actually performed in real-world conditions. The result was increased costs from complaints, unclear specifications and a supply chain that was difficult to manage.

A new starting point – a focus on real-world use

To reverse this trend, the company decided to bring in Cotec Labs as a technical partner. Together, they analysed the products’ actual operating environments, their exposure, and which surfaces were most critical to their performance and lifespan. Rather than relying solely on standardised tests, they developed a risk-based understanding of where the problems actually arose and why.

The right testing reveals the real problems

Based on this analysis, we at Cotec Labs were able to develop relevant and appropriate testing methods. These included corrosion testing tailored to real-world exposure, tests of abrasion resistance, and assessments of the effects of chemicals and temperature. Adhesion and the assessment of coating damage following exposure to climatic conditions were also examined in detail.

By combining test data with technical analysis, it became possible to identify the real causes behind the quality issues. It turned out that the problems were not just down to individual products, but to a lack of process control,

inadequate surface treatment and a weak link between requirements, the product and its actual application.

From insight to control over the supply chain

Building on this, the company was able to take a decisive step forward. Working closely with the client, we developed clear and verifiable requirements for surface-treated products. The procurement process was streamlined, and supplier monitoring became both more systematic and objective. For the first time, it was possible to compare suppliers based on actual performance over time – not just price or specifications on paper.

When certain suppliers failed to meet the new requirements, the test results were used as a concrete basis for decision-making. This enabled a smooth transition to a new supplier with robust process control and consistent quality, which quickly had a positive impact across the entire supply chain.

When quality becomes a competitive advantage

But the greatest benefits were not limited to the

technical aspects. The improved quality control also delivered clear business benefits. With documented and verified performance, the company was able to strengthen customer confidence and position its product range as a reliable alternative to low-cost products. It became possible to communicate warranties and product lifespan with greater certainty, whilst the dialogue with customers became more professional and fact-based.

As this happened, price pressure also eased. The focus shifted from purchase price to total cost and long-term performance – a change that strengthened both margins and the brand. Quality went from being an internal cost item to becoming a clear competitive advantage.

At the same time, these improvements contributed to a more sustainable offering. Fewer complaints and product recalls reduced waste of resources, and the need for re-deliveries and re-processing was significantly reduced. The higher and more consistent quality meant that products had a longer lifespan, which in turn reduced the environmental impact and strengthened the company’s sustainability profile.

More than just testing

This customer case study demonstrates that quality assurance is not just about avoiding problems – but about creating business value. With the right requirements, the right testing and the right decision-making data, it is possible to take control of the entire supply chain whilst strengthening one’s market position.

Cotec Labs contributed not only test results, but also decision support, risk reduction and tangible business benefits.