What is a BRILLIANT WORKFORCE™?

A Quick Case Study…

The CEO of a small Rhode Island manufacturer has figured this out.

With a workforce of about 100, his business has over 17,000 distributors globally, which services over 300,000 customers.

The business handles up to 15,00 inbound calls a day. All calls have the following expectation:

• within 3 seconds, each call is answered, greeting each caller by name

• within 10 seconds each caller’s needs are identified and routed to an expert

• within 15 seconds each caller is peaking with an expert for issue resolution

No call center. No phone-bots. Just real live people who know the business and care about their customers.

All this while while managing a production schedule that meets a same day / next day standard. Each order ships the same day it comes in. The customer receives the order the very next day. Anywhere in the world.

The CEO attributes this to developing an empowered and engaged workforce. Through his BRILLIANT WORKFORCE his business strives for “a million, kazillion little wins every day.” And they are still improving, understanding theirs is a journey, not a program.

Don’t let the size of the business in this case study fool you. There are organizations that are much larger which have achieved similar results. What is essentially outlined in the three dimensions of the Shingo Model™, CULTURAL ENABLERS, CONTINUOUS IMPROVEMENT and ENTERPRISE ALIGNMENT, as described in the Shingo Model booklet.