Modern manufacturing has come a long way in employing rigorous quality initiatives, but when a defective part slips past the quality initiatives, customer perception can make the situation go from bad to worse very quickly.
It isn’t always easy to get quality right given the current manufacturing environment. Shorter delivery times, increasing competition and elevated customer expectations; it is no wonder that quality is once again front and center.
Customer expectations matter, more so than ever. The new view of quality has expanded. Quality has always had two sides one could argue: actual quality and perceived quality. Often the latter takes longer to...Read more
In today’s social media environment, an organization needs to include in their mission statement that all who work for the company are a part of their customer service team. Every department and every person should understand how they are serving the customer, or servicing someone who is serving customers.
We are all aware of the critical nature of customer service. Customer service is important for all departments, and should not be limited to one department. In our business, our core customer service department often needs the help of other departments. Unless other departments realize the significance of customer service, it would be tough for them to provide the...Read more
In today’s workplace, there is more demand on us than ever before. We have to accomplish more in less time, with fewer resources. This puts a lot of pressure on us to be able to manage our time more efficiently so we can get more done, be less stressed and have a feeling of accomplishment. If we aren’t doing a great job of managing our time, then we probably aren’t able to deliver projects on time. In order to help us better manage your time, here are six valuable tips below:
1. Start with a list of easy tasks that can be completed quickly. By organizing a list of easier tasks first, you can get the smaller projects out of the way and...Read more
Synergy – Two heads are better than one.
Synergy is the habit of creative cooperation. It is teamwork, open-mindedness, and the adventure of finding new solutions to old problems. But it doesn't just happen on its own. It's a process, and through that process, people bring all of their personal experience and expertise to the table. Together, they can produce far better results that they could individually. Synergy lets us jointly discover things we are much less likely to discover by ourselves. It is the idea that the whole is greater than the sum of its parts. One plus one equals three, or six, or sixty--you name it.
When people begin to genuinely interact together...Read more
Much attention has been focused on increasing productivity in EDM machining operations. Electrical discharge machining has undergone rapid improvements in capability, economical operation, speed and flexibility. New applications are continually emerging as shops discover the technological advantages becoming readily available for this processes.
Due to major advances in speed, geometric complexity, accuracy, ease of use and customer support, EDM has solidified its dominance in tool-making and is increasingly being applied to parts production.
EDM is no longer “non-conventional” or “non-standard” machining. In fact,...Read more
There is no doubt in anyone’s mind that the world is changing. Industrial customers are demanding their manufactured goods faster, less expensive and more precise.
As the United States becomes primarily a service driven economy, the expectations surrounding manufacturing transactions are changing. The US has more people employed in services today, than in manufacturing, and subsequently we consume more services than any time in...Read more
After you set your SMART Goals
Consider Setting a Hard Goal
A SMART goal is a goal that you can realistically and consistently reach and one that provides you with real motivation toward that goal.
SMART goals are great for long term situational change, but for the short term consider adding a HARD goal.
Based on Mark Murphy’s book Hard Goals – The Science of Extraordinary Achievement, HARD Goals discusses why some people achieve so much while others seem to just spin their wheels and get nowhere. When you analyze the science of achieving big things, you’ll find super achievers set themselves HARD goals and then go out and work towards achieving those goals with passion and intensity. It’s the setting and achieving of those HARD goals which drives their achievements.
A HARD goal is comprised of the following...Read more
Graphel Carbon Products
A SMART goal is a goal that you can realistically and consistently reach. It provides you with real motivation. The goal can be personal or professional.
According to research, goal setting is the single most powerful motivation tool in a leader’s toolkit. Goal setting operates in ways that provide purpose, challenge and meaning. Goals are the guideposts along the road that make a compelling vision come alive. Goals energize people. Specific, clear, challenging goals lead to greater effort and achievement than easy or vague goals. By setting a “SMART” goal, you can keep track of where you are in relation to achieving your goal. It is easily measurable and allows you to accurately gauge your...Read more
By Lori Strange
Customer Service Leader
Graphel Carbon Products
Customer service is key element in keeping customers happy for the long haul. Providing excellent customer service requires knowing your customers.
Not all of your customers require the same amount of service in order to satisfy their needs. In order to improve service, you need to consider segmenting your customers so that you have different propositions to accurately meet their specific requirements. Across any group of customers, you are likely to have between 5 and 10 segments, each requiring different approaches.
Within Graphel Carbon Products, for example, we have segmented our Tool and Die customers into five key segments with unique characteristics: the relationship segment, the deal segment, the price segment, the logistics...Read more