Asking the Hard Questions – A Success Story
A few weeks ago Morgan and I were doing a client visit, and had set up a table in the cafeteria of a large customer during lunchtime. It was a great opportunity for those who we currently work with to come and say hi, and also for co-workers to have an opportunity to learn about our services. We had a great time, and there was a lot of interest and great dialogue for the three hours we were there.
There was a particular moment, however, which really encouraged me and provided some hope for 2010. A group of designers and engineers we’ve been working with for a few years now came down to say hello and to ask us some questions. It was great to have dynamic dialogue and interest in our company’s various developments over the last two years. It was within that conversation that I watched a younger engineer bridge the gap between fabricator and designer. And no exaggeration, it was like the room got brighter and the air sweeter.
Spending the last year getting to know both groups has exposed me to the complaints on both sides of the fence. I have heard frustrations from designers and customers concerning quality, timeliness, and customer service. I have seen fabricators scratch their head and stare at design files or bills of material in wonder and confusion. And finally someone stepped up and asked the most beautiful question. I will paraphrase, but I remember it pretty well.
He said, “Morgan, is there anything we can be doing to make your job easier? I mean, I honestly don’t know a whole lot about the details of the fabrication process… I just design them. What could we be doing to help you?”
Every relationship is different, and every customer is different, but it is essential to open up the discussion about how we can form a more seamless relationship between design, fabrication and assembly. And so I would like to open up the discussion about how fabricators can better serve their customers, and vice versa. Keep it clean, keep it helpful, and keep it coming.
- Liam
Wow! We used to call this by other names such as open dialogue and communication. Not making fun at all! Sometimes you can glean a small bit of hope for the future that people will not follow the screaming pattern of dialogue with mouth open and ears closed. Must have been refreshing and rewarding.
Some places I’ve worked had everyone, even the fabricator, in on design reviews. Other places just do the “over the wall” thing. I prefer to have everyone on-board while it’s still on the tube. Less revs result from this.
The best results is from the time the design is thought about. Get the Fab Shop, assemblier, and if possible the component supplier involved. COMMUNICATION is what it is all about and not after the fact.
We at Clear River Tech have been practicing that level of communication for nearly 2 decades. It’s not rocket science. Passing data to a fabricator includes asking them questions on how to represent something on a drawing, or if something costs more or less. It is a designer’s responsibility to marry not only the electrical and mechanical but the output processes as well, fabrication and assembly. Only then can you get the best result. We are not in the design business….we are in the communication business.
Roy
You would be very surprize how many customers we have that just don’t have anyone you can ask a technical question. With the lack of work everyone has cut back on staff.
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