Promoting Communication: Sales, Operations And Your Customer

Solidifying communication between operations, sales and the customer is a huge step to take in the quest for total process improvement. Often, we get caught up in the discussion of right versus wrong, good versus bad, and “is” versus “is not.”

While this data analysis approach is perfect for solving a problem, it often does not address the opportunities to strengthen relationships from the shop floor, through the sales force, to the customer.

我们如何利用解决问题的过程来巩固关系？可以通过完成纠正措施循环，拥抱工厂就诊并从我们的培训角度扩展到意识方法来完成这种改进。

Corrective Action Loop.In our haste to complete and send a corrective action response to a customer, we forget the additional opportunities that such a reply offers. Our time and focus is on the process, but often, this process ends with the faxed or e-mailed corrective action response. We are afraid to bring this opportunity up again for fear that it could open up wounds. It is time to focus on unique ways to communicate this good work to the customer.

出售我们公司价值的最大机会之一是随访和服务期间。不要打折跟进的力量。击败客户最终的问题：“纠正措施有效吗？”您不仅会提供出色的服务，而且您还将作为客户的个人提醒，即他或她需要根据最新质量的ISO标准来评估纠正措施的有效性。您的积极努力不会
go unnoticed.

通过让您的销售组提供此后续行动，它可以确保销售了解工厂的反应。对流程的完整了解应包括与负责有效执行计划的人交谈。这是与经营工作的人见面和/或加强关系的销售机会。

植物就诊。Ask your customer if your operations personnel can meet and greet the “voices of the customer.” A very good way to reaffirm your employees’ ownership of the process is to demonstrate the importance of their skills. What better way than to have people from the shop floor see where their parts are further processed. If a trip is not practical, a video demonstration would
be valuable.

Reciprocate. Get the customer into your plant to observe your capable processes and people. Your shopfloor personnel are key sales tools. Introduce your customers to those who are producing their parts and allow your people to be the most convincing salespeople you have.

Such a visit will demonstrate that ownership is in the hands of every person who has a contribution to the final product. This is not about getting people into a conference room and boring them with PowerPoint presentations; it is about taking advantage of the power of having a skilled machinist look into the eye of the customer and explain how quality is being achieved. Too often, this opportunity is overlooked.

扩大知名度。将培训视为针对特定功能的任务活动的指示，重点是新流程和新人。将意识视为正式和非正式的人们的持​​续发展和教育。意识的重点是教育机会以及扩大员工对工作的看法的需求。

经过纠正措施，您的人民是否对整个过程进行了教育？他们可能对自己的专业知识有更深入的了解，但是他们很少对客户或如何将问题传达给
the customer.

Get people involved with more than “solving the problem. ”Work on the awareness side of the standard. Your training was part of the process to solve the problem. Expand your review for your people and educate them as to why the issue must be resolved.

True growth opportunities are not what we can teach employees directly about their functions. The routine of the day will be enough for them to reaffirm what works and then hone what can be done better. We can expand people’s awareness by teaching them about the issues that reside “outside of the machine.” The issues that lie outside the traditional responsibilities and authorities defined for a particular function are where personal growth is begging to be developed.

想一想，如果他们在执行任务时要牢记他们的投入和产出的担忧，那么他们将有多么有价值和高效的人。

Continue to develop the relationships between those who sell and those who produce. An awareness program incorporating these two functions will facilitate a greater appreciation for each in their respective roles. It will reduce the blame game by providing each group with a greater understanding of the other roles that we need to be successful. Ask yourself if your people are more educated about the total process.

阅读：2022年与您一起繁荣：共享解决方案

我们有很多出色的沟通机会。但是永远不会有像个人联系那么强大的东西。虚拟旅行，视频，网络摄像头和黑莓是立即接触，跟进和跟进的好方法。它们可能是促进通信的必要手段。不过，只有通过个人联系，我们才能发展我们的员工并加强我们的业务关系。

—Precision Machined Products Association