Inside Out E-Column: Aligning Employee Engagement with Marketing Communications

The power of organization and ownership.

Sometimes, getting the workplace organized and orderly can have a bigger impact on performance than most people realize.  Recently, a team in the upholstery department of a client in the aircraft service industry took on the task of “cleaning up their act” and reorganizing their shop.  Part of the reason for the change was the increasing number of Corrective Action Reports they had been receiving.   Here are the “before” pictures:

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They started by learning the principles and practices of “5S” – sort, straighten, shine, standardize and sustain.  By the time the project was completed about three months later, every inch of the space and assembly process was changed around, producing results that surpassed everyone’s expectations.  Before the change, processes were highly irregular.  Now, the entire flow from sewing … to assembly … to gluing … to the foam area … is precise and consistent – and people aren’t stepping on top of one another anymore.


Organization Pays Off Big
Part of the resulting benefit has been faster, easier access to the tools and materials that everyone needs to do their jobs.  In the old layout, tools were scattered, and it was hard to find what people needed.  Not surprisingly, when they started pulling all the tools out of various places to get them organized, they found some they didn’t even know they had. Now all tools are in lockers with shadow boxes, and the team uses the sign-out/sign-in sheet whenever a tool is taken out or replaced.

The same approach is used for parts and materials that had been spread around and tossed into cardboard boxes before the redesign. Now everything is orderly, and items are placed in clearly marked, transparent plastic bins that are staged to minimize the time to access what people need.  Here are the “after” pictures:

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The results of the change have been nothing short of amazing. According to one person on the team, it used to take her a week to do four chairs.  Now she can complete the same work in two days. Another employee claims that it’s improved efficiency by 50% or more.  Productivity gains of that magnitude are almost unthinkable in most organizations – and that’s only half the story of this project.

In addition to dramatically faster production times, quality has improved, as well.  Before the change, foreign particles sometimes got inside the seats, and the team had to rip them open and start over.  That problem has been virtually eliminated, and they’ve cut down a lot of rework.

Ownership Pays Off Even Bigger
Aside from the tangible improvements in quality and productivity, the project has had a noticeable effect on the pride and professionalism of the team. It’s too early yet to determine the ultimate impact on long-term sales, but the effect on marketing is clear.  When customers and prospects visit the facility now, the upholstery area is always showcased on the inspection tour, and the team is making a highly favorable impression.

The director of manufacturing engineering, who provided support for the project, says that 5S gave the team valuable tools, but their success came mainly from one thing – ownership.  She told the team from the outset this was an opportunity to create a work space exactly the way they wanted – in a way that would be beneficial for them and their work.

At least three important lessons come from this project.  First, when employees are given a chance to create their own work space, and they’re given the tools to do the job right, their level of dedication and performance can be truly amazing.  Second, no one knows the details of a particular system or process – and what its potential might be – better than the people who work with it every day.  Third, no traditional marketing tool can surpass the impact of proud, fully engaged employees in making an impression on prospective customers.

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Would you like to produce similar gains in quality and productivity?  Give us a call, or send an e-mail and we’ll show you how we can help.

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