One Write Hits the Road
Lastweek a team of eight One Write Employees traveled from Lancaster, Ohio toKansas City, Missouri for an important Printing Industries of America event.
Theannual Continuous Improvement Conference is designed to help printing companiesbecome better at what we do. Along with 250 other attendees, we learned how toimprove our Customer Service experience as well as how to create a moreefficient product flow.
JohnGoodman, one of the co-founders of TARP (one of America’s premier customerservice research firms), encouraged us to see customer complaints as a gift. Hesaid that we can only resolve the problems that we know about, and that gettingnegative feedback is sometimes the only way problems come to light. Hiscontention is that the most important thing is to act quickly on the complaintand correct the problem.
Theemphasis all week was on Lean Thinking. This is the idea that all ouractivities must add value as our Customer defines it. If we are doing somethingin our process that is outside that definition, we should consider it Waste andstop doing it.Nowthat the group has returned to work full of enthusiasm and new ideas forimprovement, the challenge is to engage the rest of our employees. To that endnext month we’ll be forming into small, cross-discipline groups to consider thepractical ways in which we might become better at what we do.