Wednesday, May 13, 2009

Attention to Detail

Something special is happening in our Hunt Valley headquarters today. It happens once a month, during the first or second Wednesday of the month. Our two Sales Managers/Regional VPs, armed with a month's worth of feedback from the sales side, bring up every issue dealt with over the prior month. More specifically, every issue that the production/processing side could have possibly handled better/more efficiently/with better customer service. The operational leaders sit in on the meeting, and listen to all the feedback presented. It is all documented on a spreadsheet. Teams are ranked on a 1-10 scale. We dive into the details -- either right there in the meeting or after -- and drill down to the tiny little details usually revolving around who called whom, and when did the call take place.

Sound tedious?

It can be. There were several months where only 2 files were brought up, yet we still spent an hour plus dissecting how we could have been better. I would imagine this month there will be a few more given the increase in volume and the complexity of the transactions.

Why do we do this?

1. Every individual who sells our service to others deserves input as to how to make our offering better;
2. Every individual who utilizes our services deserves the ear of leadership; and
3. That which gets measured against gets done or improved.

Tiger Woods reinvented his swing when he was the #1 ranked golfer in the world. Is there any question the drive for improvement never ends?