Improved Management Skills and Customer’s Service
“We have changed from an organization that was not standardize in our management practice and tools to monitor and improve to a culture that is consistent in our daily routines that will allow us to continue to grow and improve. This was truly a great experience and one that I have learnt from and will share with others.”
Area Engineering Manager
Main opportunities identified
- Recent acquisition made by the Corporation- cultural differences
- Preventing smooth integration and synergies.
- Each office used their own process.
- Each office used different systems.
- No estimating rules and lack of key indicators.
- Backlog not calculated the same way throughout all offices.
- No formal planning or review meeting.
- Lack of communication with sales and within Engineering.
- No quality system in place impacting Customer Service.
- Poor management skills.
- No expectations, objectives nor performance measurements defined.
- Issues between Sales, Engineering and Production.
- Scheduling and workload issues.
Main solutions implemented
- Creation of a Quality Backlog Manager position and associated processes to monitor workloads and progress towards Customer’s schedule. (training & coaching)
- Implementation of a streamlined and standardized Engineering Process. (Lean manufacturing principles, training coaching & mentoring)
- Managers and Assistant-managers’ training & coaching. (managerial competences)
- Clarification of roles and responsibility. training & coaching)
- Implementation of a continuous improvement process. (training, mentoring, coaching)
- Implementation of estimating rules. (training & coaching)
- Implementation of a communication and feedback process.
- Implementation of a Quality system to improve Customer Service. (training & coaching)