APICS: The Association
for Operations Management
Albany/Capital District Chapter
2007 Operations Management Excellence Award
Winner: EXEControl Global Solutions
Sixteen months ago, President & CEO Allan D. Robison,
CPIM made a strategic move to purchase EXEControl Global
Solutions from his two partners Sam Hazleton, former Vice
President, and Scott Ebeling, former Secretary. This strategic
move was in an effort to implement operation management
techniques that Allan has learned over the years and for
the future growth plans of the company. Some of the management
techniques used came directly from Allan’s involvement
in APICS. The following outlines many of the operational
management techniques that have been implemented in order
to transform EXEControl Global Solutions from a small,
specialty software solution provider to an internationally
recognized ERP player. While the ultimate goal has not
yet been reached, much progress has been made toward that
goal.
Corporate Roadmap
EXEControl Global Solutions’ management team has
worked hard to identify what they feel are the key aspects
of their company where change is critical toward EXEControl
Global Solutions’ and the EXEControl Community’s
future success. The key aspects identified are: Security,
Training, Implementation, Technical discussion, Delivery
methods, User interface, Automated interfaces, Specific
functions, Consulting, Networking and hardware, Documentation,
Support services and Communication methods
During EXEControl Global Solutions’ User Conference,
the EXEControl Roadmap was presented to the EXEControl
Community. Survey forms were provided to all customers
in order to get feedback from the users as to how they
perceive the importance of the road map items identified.
The survey was a four page document (see attached).
Results: Every employee in the company is aware of our
initiatives and finds it easier to focus their efforts
on those items that will bring the most benefit. It has
also strengthened the EXEControl Community through bringing
our customers into the process. The embrace and level of
feedback provided by our clients was more than expected.
When our staff visits clients, we often hear them making
reference to items within our road map.
Regular Meetings
Meeting guidelines: In an effort to establish meaningful
meetings that are worth the time and effort, EXEControl
Global Solutions established corporate meeting guidelines
(see attached). Some key aspects of the meeting guidelines
are:
1. Meetings are scheduled months ahead of time.
2. Agendas are provided in advance of the meeting
date – In
most cases the agenda is provided several days in advance.
Only once since we instituted this practice has the agenda
been provided the day of.
3. Documents to be discussed and/or information about
discussion topics are provided in advance – Instead
of trying to discuss topics or documents that no one has
seen or had a chance to investigate, EXEControl Global
Solutions provides this material in advance of the meetings.
4. Start and end times are made clear and adhered
to – Most
of our meetings are four hour meetings running from 8:00am
to 12:00 noon.
5. Regular breaks are provided – Breaks are provided
every hour to hour and a half throughout the meeting time.
Breaks usually last for about 15 minutes.
6. Minutes of the meeting is provided to all members – All
minutes are stored in shared folders. Members receive a
hard copy for review. All other employees are granted access
to review the content of unattended meetings.
Meeting concept: Meetings are broken down into four groups.
They are as follows:
1. Strategic – Management team
2. Tactical – Department groups
3. Operational – One-on-one coaching sessions
4. Visionary – Entire staff
Management meetings: EXEControl has established monthly
meetings where a representative from each department (work
center) meets to discuss corporate initiatives. The meeting
is strategic in nature. Discussions center on what we are
doing and what we should be doing as a company. The management
team has gone through the classic SWOT (Strength, Weakness,
Opportunities, Threat) analysis. The management team has
succeeded in meeting every month since its inception sixteen
months ago.
Departmental meetings: Each department meets internally
within their department on a regular basis. Departments
are given the freedom to select the frequency level, not
to exceed more often than once a month and no less than
once every three months. The departmental meetings are
tactical in nature. Although each department has performed
a SWOT analysis on their department, the focus is more
regarding the tasks for which they are personally responsible
and how to effect change for the better. This change can
come in many ways, including efficiency improvements or
better communication with other parties.
One-on-one coaching sessions: EXEControl Global Solutions
has elected to use one-on-one coaching sessions to handle
our operational needs. When employees are in need of knowing
how to perform selected tasks, the training or education
is provided usually by their supervisor.
Staff meetings: Staff meetings are performed two to four
times a year. These meetings are visionary in nature. The
objective is to keep every employee excited about working
for EXEControl Global Solutions. This objective has been
a challenge because people can get tired and burned out
during periods of rapid and massive change. EXEControl
Global Solutions is sixteen months into an eighteen month
transition plan that has not let up on a day-to-day basis.
Most of the items in this document are part of this transition
plan.
Results: Each initiative is followed through month after
month until completion. Employees are assigned specific
tasks with specific due dates ensuring that operational
steps are completed on-time. The meetings have also increased
a sense of team spirit within the company along with a
sense that employees’ individual ideas are important
and will be given genuine consideration.
Training
No transition can go smoothly without the proper training
of corporate staff. EXEControl Global Solutions provided
the following training for their staff during the 2006
calendar year:
1. Management training – EXEControl Global Solutions
sent their president & CEO, Allan Robison, to a year-long
management training program. The program was called “Bulletproof
Manager” and classes ran once a month for four hours
each. Topics included: “How to Provide Gold Standard
Customer Service”, “Establishing Goals and
Priorities”, “How to Win the Negotiation Game”, “The
Visionary Leader”, “Strategies for Effective
Meetings and Presentations”, “Managing the
Velocity Factor”, “Managing the Challenge of
Change”, “Solving the Management Puzzle”, “The
Quest for Excellence”, “How to Survive and
Thrive Under Stress”, “How to Conduct Performance
Appraisals”, “Eight Keys to Developing Leadership”, “How
to Avoid Hiring and Recruiting Mistakes”, “The
Attitude and Altitude”, “Personal Communication
Skills”, “How to Deal with Workplace Mistakes”, “How
to See Your Company Through Your Customer’s Eyes”, “The
Leadership Secret”, “Creative Leadership or
Thinking Outside the Box”, “Building a Personal
Success Foundation”, “Motivating for Peak Performance”,
and “How to Use Your IQ to Increase Your EQ”.
2. APICS certification – Two EXEControl Global Solutions
employees set course on their CPIM certification. Both
recently passed their certification and a third employee
has now begun his quest.
3. LEAN enterprise classes – Two EXEControl Global
Solutions employees participated in the LEAN training provided
by CEG (Center for Economic Growth).
4. Sales training – One EXEControl Global Solutions
employee went through all four levels of the sales training
courses sponsored by CEN (Chief Executive Network for Manufacturing).
Coursework used the Sandler Sales Course work.
5. Development training – EXEControl Global Solutions
sent the entire staff, minus our office administrator,
through Level I .net training. Coursework was spread over
five weeks with two four hour classes each week. The Level
II .net training was attended by 50% of EXEControl Global
Solutions’ staff. The format was the same format
but focused on putting into practical application the foundational
learning discovered during the first round.
Results: There were many benefits yielded from the training
classes. The most significant benefit is the new opportunity
we now have for our product. Our desire to become a leading
ERP provider requires that we utilize current technology
and the training has made this happen. The training classes
have also provided team building, new learning and new
skill sets. Many of the items within this document were
either birth or built upon due to the training received.
Market Research
In order to understand the ERP marketplace, EXEControl
Global Solutions sent the Director of Development to California
for a week to look at other software solutions and identify
opportunities for EXEControl.
EXEControl Global Solutions also worked on updating and
adding to their current marketing material.
Results: EXEControl Global Solutions has introduced new
product features and has accumulated a list of other features
to consider.
Articulation of Expectations
Not only has EXEControl Global Solutions articulated their
expectations concerning meetings, but EXEControl Global
Solutions has also tried to make this an overall objective.
Focus has been placed on written explanations/expectations
for as many aspects of our business as possible.
Several areas where written explanations have been provided
are discussed throughout this document. Others include
the enhancement of the EXEControl Global Solutions’ Employee
Policy Handbook and the in-progress “Code of Conduct” documents.
Results: The most significant benefit is consistency.
This is what McDonalds is known for. No matter where you
go throughout the world, you know that a Big Mac will always
taste the same. We have brought greater predictability
to the experience and process one goes through for various
tasks.
Job Clarification
EXEControl Global Solutions has reviewed every position
within the company and has established new job titles,
new job descriptions and KPI’s for all employees
(see sample attached).
A knowledge base checklist has been established for some
of the departments. The document (sample attached) identifies
the key skill sets required to succeed in the position.
This document is used during the employee’s semi-annual
review.
Regular performance reviews have been established for
all employees. The reviews use a standardized review form
and some standard questions. The format of these reviews
came directly from the management training taken in 2006.
Standard interview questions and homework assignments
have been established for each department to provide a
better method for attracting the right talent (see attached).
For new employees we have put together a standard document
that outlines what their first week on the job will be
along with a standard welcome aboard letter (see attached).
Results: Employees know where they stand in the company
at all times.
Business Intelligence
EXEControl Command Center: As a result of the .net training
classes and investigation of other software solutions,
EXEControl introduced a new business intelligence tool.
Prior to ever selling the product to a customer, EXEControl
Global Solutions implemented the tool internally to aid
in the tracking of information.
Employees now use the EXEControl Command Center (our business
intelligence tool) to monitor their KPI’s, workload
and other day-to-day business insight.
Now that we have our own operations running on the Command
Center, we have introduced the product to our customers.
We received an order for the product every day for the
first three days. We expect 80% of our current customer
base to purchase the product within the next two months.
Reporting: New executive reporting has been developed
to help the management team move the company forward. The
reports include our client statistic report (sample attached)
and many work center reports.
Results: Employees are focused on KPI’s and other
measurements from the moment they start their day till
the time they go home. Sales have increased and our product
has moved closer to the standards we expect.
Customer Interaction
One of the areas on which EXEControl Global Solutions has
focused the most attention has been in the area of customer
relations. The need to build a strong Community environment
is essential to our survival.
Forum: The first communication tool we set up for our
customer base was our online Forum. EXEControl Global Solutions
provided a free webinar training session to their clients
on how to use the Forum.
Newsletter: The quarterly EXEControl Newsletter has been
put together to keep our customers informed with the advancements
at EXEControl Global Solutions (see attached).
User Conference: EXEControl Global Solutions ran its first
day long user conference just last week (see attached).
The conference was a huge success with all but just a couple
of clients attending. The response of the user conference
was an overwhelming request by our clients to have more
conferences.
Customer training: EXEControl Global Solutions has started
putting together formalized training for their clients.
Two training classes offered during the user conference
was “The Importance of Maintaining Data Accuracy
in an ERP System” and “The Technology Showcase”.
Customer feedback: As mentioned above, EXEControl has
requested feedback from its client base. This included
the presentation of the EXEControl Roadmap and the four
page survey given out during the user conference. A great
source of feedback also comes from our annual client review
meetings.
Annual Review Meetings: EXEControl Global Solutions has
set up a schedule to meet once a year with each client
to review the completed year and strategize on the upcoming
year.
Results: There has been a marked increase in unsolicited
clients complementing our company, product and services.
Our clients speak of the Community and have expressed a
great desire to be a part of it.
Customer Support
Along with customer communications comes the need to
provide “Gold
Standard Support.” EXEControl Global Solutions has
made many changes to our support services. The objective
is to go from a silver standard to a gold standard. We
have used the principle of “From Good to Great” as
discussed in our Winter 2006 Newsletter (see attached).
Some of the changes include:
1. Converting our support to use a queue system – This
is where each call is placed in a queue and support is
provided on a first come first serve basis.
2. Call Emails – Emails are automatically sent from
the EXEControl system each time a call is placed, put on
hold or completed.
3. Emergency Support call reduction – Every month
EXEControl Global Solutions’ management team is reviewing
every emergency support call that came in for the month
and discussing what could be done to make sure a call of
that nature is never received in the future from any of
our clients. The results have been good with over a 50%
reduction in emergency calls each month.
4. Remote monitoring of client services – EXEControl
Global Solutions has set up tools to monitor remotely our
clients’ systems. We can tell when an ISP connection
is down; a server is running a max capacity, a hard drive
is failing or a number of other situations. Often times
we are able to resolve the issue prior to the customer
even knowing that the problem exists.
5. Assisting our clients with password management and
security management.
Results: We have seen a reduction in the number of support
calls, a reduction in the time required to resolve support
issues and greater customer satisfaction.
Process Improvements
In order to see real growth, efficiencies must exist within
the company; otherwise the company will be forced to throw
more and more staffing into the mix to meet the challenges.
Efficiencies are also critical to compete in this ever
increasing global economy. EXEControl Global Solutions
has put in place many process improvement techniques to
obtain the required efficiencies required. They include:
Group training and implementation: In the past, EXEControl
Global Solutions provided most all training and implementation
efforts to clients one-on-one. This approach is great for
the customer but is also the most expensive way to provide
the service. This inhibits the amount of training and implementation
EXEControl Global Solutions can provide to their clients
due to the costs. With group training and implementation,
clients will be able to receive more training and implementation
for less money while EXEControl Global Solutions realizes
a higher per hour return. EXEControl Global Solutions has
just started refining the method in which it will provide
such training and implementation.
Standardized configurations and procedures: EXEControl
Global Solutions is working hard to establish standard
methods that can be used by all clients to perform either
same or similar tasks. This too is early in the refinement
process.
Standard vs. Actual management: EXEControl has established
new labor tracking policies which have enabled us to compare
estimated hours on projects to actual hours applied. Analyses
have been performed which have been used to improve our
estimating processes and identify wasted steps.
Modernization of the product: EXEControl Global Solutions
is seeing daily changes to the EXEControl product toward
utilizing modern software techniques.
Results: EXEControl Global Solutions is better positioned
to compete head to head with the larger ERP players and
to go after larger corporations.
Labor Management
EXEControl has put in place new labor management requirements.
The main requirement is a strict logging of all time to
better understand where energy is being exerted and how
long it really takes to perform selected tasks. The other
area has been in the area of quality. EXEControl Global
Solutions has improved their quality control sheet and
brought greater attention to its importance.
Results: Better understanding of efforts.
Security in Everything
As part of the transition a focus has been given to security
concerns. The company has not focused on these concerns
just because of governmental laws such as the Fair and
Accurate Credit Transaction Act. Nor was the decision driven
by the penalties if found in violation for the company
and individuals. The reality is that the success of the
EXEControl Community requires that confidential information
remain confidential. EXEControl Global Solutions recognizes
that this effort needs to start with us.
Focus has been given to ensure recommended security practices
are in place for EXEControl Global Solutions and the rest
of the Community. Focus areas have included:
1. Passwords – Proper formatting of passwords, forced
changing of passwords, inability to use the same password
over and over, standard methods to reset passwords, separation
of logon IDs and passwords for users and administrative
tasks.
2. Written policies – Written policies have been
established for the handling of confidential information.
3. Training – EXEControl Global Solutions’ entire
staff has undergone training in how to handle confidential
information.
4. Data restrictions – Hiding of confidential information,
masking of information such as credit card IDs and social
security numbers, password access.
Results: Protection of the company’s interests and
those of the Community.
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