Lean manufacturing principles teach us to listen to the questions that our customers ask, to understand what customers value and their expectations. But what happens when expectations are not communicated or documented? A Harris Poll found that miscommunication costs US businesses upwards of $12,506 per employee…per year! And, there’s more than just cash that’s left on the table. The high cost of rework, finger pointing, and customers that chose to go elsewhere, are also on the line. In a nutshell, there is a direct correlation between communication and bottom-line results. Communicating effectively is an art form. Many times, a customer needs to ‘see it’ to believe in it. Some prefer a 3D drawing whereas others prefer experiencing it in actual production. There are many ways to ensure the customers’ needs are articulated and documented and our participants in today’s issue will detail the many ways to ensure what customers value and expect are understood. I would like to thank all of our contributors through the years for their insight and efforts. As always, thank you for reading our 19th issue of Simple Solutions That Work! Yours in Manufacturing, Jack Palmer President Palmer Manufacturing & Supply, Inc. [email protected] WELCOME TO OUR ISSUE ON COMMUNICATION – THE GOOD, BAD & UGLY Cover photo courtesy of Monitizer, Norican Group. WANT TO SEE MORE? VISIT OUR WEBSITE TO GET PAST ISSUES! palmermfg.com/simple-solutions PALMER MANUFACTURING & SUPPLY INC. PUBLICATIONS © 2023 Palmer Manufacturing & Supply, Inc. All Rights Reserved
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