Manufacturer of Precision Drilling Systems - Sales and Administration

DELIVERING ON INTERNAL AND EXTERNAL CUSTOMER SERVICE


AREAS WORKED IN: Sales and Administrative Areas

COUNTRY: United States

PRIORITY OBJECTIVES:

In Sales, there would be increased revenue generated through an enhanced business planning, reporting and following up process. In the Administrative Areas, there would be clearer expectations and increased capacity created within the departments. Throughout the project, delivering on customer service would always be a priority.

PVA’S RESPONSE:

To implement a customized Management Operating System in all areas that could quickly and efficiently be used to better plan, execute and follow-up on the work being completed. In particular, the approach focused on:

  • Development of standards and expectations for work activities
  • Implementation of short interval follow-up on progress
  • Enhanced performance reporting and feedback mechanisms
  • Enhanced employee flexibility through cross-training
  • Installed a problem resolution mechanism for eliminating problems

Managers and Supervisors were also provided with the appropriate training and coaching to increase their overall levels of active supervision.

PROJECT RESULTS:

As a result our Client achieved improvements in:

  • Amount of revenue generated
  • Departmental efficiencies
  • Departmental schedule attainments
  • Rework levels
  • Overall customer service levels (internal and external)

A previous improvement project had already been completed in their 2 Manufacturing Plants.

PERPETUATION OF RESULTS:

PVA has completed four system audits in all areas. Ownership has been successfully transferred to our Client. Their Continuous Improvement Coordinators conduct regular system audits and analyze and action their audit results. PVA continues to provide on-going support as required.