Quality: Lesson 2 Closer: Improving Business Results by Focusing on the Quality System – FESCH.TV

Quality: Lesson 2 Closer: Improving Business Results by Focusing on the Quality System & FESCH.TV:

Hello, my name is Bradley Rowan. When I came aboard at Chamberlin, I spent time in the field. I opened up the QA/QC department, and my current role is director of Training and Development. Training definitely has a huge impact on any organization. The three concepts of training, quality and productivity are all interlinked and interrelated to each other. The better trained workforce you have, the higher degree of quality can be achieved. And, also, you’ll be able to get your results in a much more productive manner, thus more profitably.

I’d like to take a moment to talk about a specific case that illustrates the point. We were working at a large project in Galveston. We were doing a plaza deck system. Prior to us having the training, the job was losing money. We were not hitting production marks. So, we had a training at the office and we went over a PowerPoint. We went over product installation and application instructions. We had the manufacturers come out. We had some mock-ups out back. We did hands-on demonstration, and then it followed up the next day with, on the project. Specifically, the issue that we were having problems with was one of the Wausau pavers came out with a new design in their paver system. It was a hidden lockdown system, and we were just having an issue with where to start. When the start starting point was getting everything laid out and getting all the pavers tied down productively. After the training, production numbers soared. We were able to turn the job around and close at a profit. When you’re able to do these things, an organization is able to do it one time. Okay?

So, no task is too small or unimportant to not get it done properly the first time. Typically, when you take care of the details, the big picture tends to take care of itself. Another thing that’s able to happen as a result of having a highly trained workforce is you’re able to develop clients. You’re different. You’re able to differentiate your organization from that of another company, and it also lends itself to having the right reputation. Since I’ve been employed with the company, you know, this is the second department I have helped create. I started QA/QC, and now I’m in training and development. And I wanna say a large part of the way that we do things as a result of the quality and training department. Over the last 10 years, revenue has increased 89%. We used to spend about $2 million annually on callbacks, and that’s when a job is already closed out and we have to go back to redo the work. And at this point, keep in mind we’re 89, we’ve increased revenue by 89%, and today we spend less than $150,000 on doing callbacks. So, training is very, very essential. Not only do you get a higher quality, you’re able to do it in a much more productive fashion.