metsonews #3 (JUNE) / 2014 CUSTOMER SATISFACTION NEWSLETTER FOR METSO MAC AUSTRALIA The aim of the 4DX project is for all commitments to be high quality, and this means that they must be specific, aligned and timely . Matthew Gentile, DC Manager, recently made the focus of his ‘Inventory Health’ team’s WIG session the commitment quality. Matthew emphasised that all team members need to hold each other accountable for making and keeping high quality commitments, stating “let’s call each other out on it”. Past and future commitments of team members were reviewed to ensure that they contained the three key elements of a high-quality commitment. Where appropriate, team members made suggestions that improved the quality of future commitments. The importance of high-quality commitments was recognised by all team members and was best summed up by Darelle Pola, who said that the 4DX project was about improving behaviour and culture within the business and this can only be achieved through creating and completing high-quality commitments. Matthew also spent a session introducing team members to the reporting tool that is available as part of MY4DX tool. The team was shown the Executive Scoreboard and the information that will be available to the SMT to monitor team performance. A good level of visibility is available on the performance of the team, compared to other teams, and also the performance of each individual within a team. Actions can, therefore, be correlated to results. For this reason, the emphasis was again on setting quality commitments that can be achieved in order to ensure that commitments are kept and score board ratings improve. Although team leaders will not be able to access the Executive Scoreboard, they can access Team Status Reports that show the same information for a single team and its members only. This is also where team leaders can view the commitment quality ranking that has been given to the team by the senior manager or coach. Pictured right: Matthew Gentile. High Quality Commitments 90 Day Reviews Commence In the next few weeks your Coaches will arrange a short workshop so, as a team, you can decide whether to continue with current Leads and WIGS or select higher impact Leads or even realign their Goal.. This is an opportunity for you to consider what is working well for the team or alternatively offer ideas of how the team can have a higher impact on our company WIG of Customer Satisfaction. As you go through the next few weeks consider how your team is currently tracking to identify opportunities for improvement. A new focus brings results. The Arndell Park ETO Parts and Proposals Team were introduced to 4DX in the initial 4DX trial program – Delivered-In-Full-On-Time (DIFOT). It would be fair to say that they initially struggled to see the relevance to their day-to-day work, and it was difficult for them to engage with the process whole heartedly. However, led by John Kirkham, the team (Arun Timilsina, Eugen Reid, Franklin Wilson, John Mates, Lynn Blake, Mark Brown, Paul Brown & Sam Taumoepeau) persisted despite their doubts. We all know the outcome – DIFOT was (and continues to be) an outstanding success. This year, with the new corporate WIG, of “Increasing Customer Satisfaction” it was a different story for the Excellent Team of Operators. See page 2 for their full story. The Canning Vale factory site have now joined the 2014 4DX family. With the leader certifications completed and the framework rolled out to the teams, the 7 supervisors leading their teams in the factory are all up and running with huddle sessions. Their WIG - Reduce injuries from 33 to <16 by 1 May 2015, focuses on one of the key drivers for Metso in safety. Around our key customers, best in industry benchmark compliance to safety standards for suppliers, is fast becoming a requirement for doing business. (cont. on pg. 2). Pictured L-R: Chris Hastings, Doug Patulny, Horace Peterson, Rod Walmsley. The A-Team setting the Benchmark.
Transcript
metsonews #3 (JUNE) / 2014 CUSTOMER SATISFACTION NEWSLETTER FOR METSO MAC AUSTRALIA
The aim of the 4DX project is for all commitments to be high quality, and this means that they must be specific, aligned and timely. Matthew Gentile, DC Manager, recently made the focus of his ‘Inventory Health’ team’s WIG session the commitment quality. Matthew emphasised that all team members need to hold each other accountable for making and keeping high quality commitments, stating “let’s call each other out on it”. Past and future commitments of team members were reviewed to ensure that they contained the three key elements of a high-quality commitment. Where appropriate, team members made suggestions that improved the quality of future commitments. The importance of high-quality commitments was recognised by all team members and was best summed up by Darelle Pola, who said that the 4DX project was about improving behaviour and culture within the business and this can only be achieved through creating and completing high-quality commitments.
Matthew also spent a session introducing team members to the reporting tool that is available as part of MY4DX tool. The team was shown the Executive Scoreboard and the information that will be available to the SMT to monitor team performance. A good level of visibility is available on the performance of the team, compared to other teams, and also the performance of each individual within a team. Actions can, therefore, be correlated to results. For this reason, the emphasis was again on setting quality commitments that can be achieved in order to ensure that commitments are kept and score board ratings improve. Although team leaders will not be able to access the Executive Scoreboard, they can access Team Status Reports that show the same information for a single team and its members only. This is also where team leaders can view the commitment quality ranking that has been given to the team by the senior manager or coach. Pictured right: Matthew Gentile.
High Quality Commitments
90 Day Reviews Commence In the next few weeks your Coaches will arrange a short workshop so, as a team, you can decide whether to continue with current Leads and WIGS or select higher impact Leads or even realign their Goal.. This is an opportunity for you to consider what is working well for the team or alternatively offer ideas of how the team can have a higher impact on our company WIG of Customer Satisfaction. As you go through the next few weeks consider how your team is currently tracking to identify opportunities for improvement.
A new focus brings results.
The Arndell Park ETO Parts and Proposals Team were introduced to 4DX in the initial 4DX trial program – Delivered-In-Full-On-Time (DIFOT). It would be fair to say that they initially struggled to see the relevance to their day-to-day work, and it was difficult for them to engage with the process whole heartedly. However, led by John Kirkham, the team (Arun Timilsina, Eugen Reid, Franklin Wilson, John Mates, Lynn Blake, Mark Brown, Paul Brown & Sam Taumoepeau) persisted despite their doubts. We all know the outcome – DIFOT was (and continues to be) an outstanding success. This year, with the new corporate WIG, of “Increasing Customer Satisfaction” it was a different story for the Excellent Team of Operators. See page 2 for their full story.
The Canning Vale factory site have now joined the 2014 4DX family. With the leader certifications completed and the framework rolled out to the teams, the 7 supervisors leading their teams in the factory are all up and running with huddle sessions. Their WIG - Reduce injuries from 33 to <16 by 1 May 2015, focuses on one of the key drivers for Metso in safety. Around our key customers, best in industry benchmark compliance to safety standards for suppliers, is fast becoming a requirement for doing business. (cont. on pg. 2). Pictured L-R: Chris Hastings, Doug Patulny, Horace Peterson, Rod Walmsley.
The A-Team setting the Benchmark.
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EDITOR-IN-CHIEF Karina Burt, Training & Projects Coordinator
LAY-OUT AND ART WORK Metso Minerals (Australia) Limited
PUBLISHED BY METSO MINERALS (Australia) Limited . 16 Lidco Street, Arndell Park NSW 2148 TEL: +61 2 8825 1734
SUPPORTING EDITOR Darelle Pola – Business Development Manager
This week, as an organisation, we have made and kept 391 commitments. This means we could complete over 20 thousand actions to improve Customer Satisfaction in a year. The numbers are what is impressive about this program, but the numbers alone are not enough. As each team becomes more familiar with the process the focus has moved to quality. A high quality commitment needs to be aligned, specific and timely. Aligned to the lead measure, specific enough that the action and outcome are clear and timed so it is possible to complete in the week. When you are making your weekly commitment remember the mantra “what are the one or two things I can do this week to positively impact the team score on the scoreboard”. During May the SMT attended a workshop to learn more about supporting teams’ success in 4DX. An outcome from this workshop is that many Managers are now evaluating the quality of team commitments in MY4DX, to offer constructive feedback and enable teams to achieve optimum results. It is fantastic to see that weekly WIG sessions are now being held at all levels of the organisation. Consistency and Quality – the recipe to success.
Remember the Mantra!
the incorporation of the word “excellent” in their team name invokes the very high standards the team is setting for itself this year. The keys to the success of the 4DX process in driving organisational change are:
• Focus (on the one thing that will have the greatest impact – the WIG)
• Acting & measuring activities that are predictive of improving the WIG (the Leads).
• Knowing how you are performing (the Scoreboard)
• Supporting your team members and being prepared to be accountable to them (WIG Sessions)
It is about changing behaviours and making them habits; improving processes by using the collective ideas of everyone. The WIG for the Excellent Team of Operators is “Reducing average quote response time from 8 to 6 working days” by the end of the year – a challenging target indeed! However, they have consistently stayed under their target trend, and the current target is 7.4 days and their actual performance is sitting at 5.7 days! Already under
their final target – and they plan to keep it there! What’s driving this success – the team says it best: Franklin Wilson – “We understand the purpose of 4DX better this year ... evaluating our commitments regularly boosts our efficiency”. Mark Brown – “Instead of failing trying to fix the big things we are succeeding this year by having the whole team focus on fixing some of the little things.” Eugene Reid – “Targeting a narrower approach resulted in almost immediate improvement ... having a clear focus helps the team to concentrate ... which in turn lifts our morale.” John Mates – “4DX has encouraged better work habits (e.g. the creation of standardised supplier RFQs) which has resulted in reduced response times.” Simply put – all pulling together and focussing on small opportunities for process and behaviour improvements has already delivered big outcomes for the Arndell Park ETO Parts and Proposals Team and Metso Customer Satisfaction! Article by John Lockard
A new Focus Brings Results (continued)
The factory teams have come up with 15 different behavioural leads. Some include, observation of safety standards for lifting procedures, use of PPE gear, work procedure role outs and scheduled communications for individuals working alone. The teams are confident that focus on these behaviours throughout the factory will positively impact the WIG. The Canning Vale BB's, Gino Sorella and George Jenkins have highlighted the success of the stores team, establishing a bench mark for the other teams in the factory, The stores team have conducted several huddle sessions, where the focus is on re-enforcing the practices around their three lead measures. The behaviours coming from these practices, are fast becoming standard procedure within the stores team. The lead measures are all in the green, and the commitments being made by the team are very specific, aligned to the lead measures and timely. The last 6 weeks commitments, made and kept, for the team is running at 95%. From the session
the team leaders held last week, the BB's have commented, "Kyle's Stores team are actively & voluntarily involved, their leads are relevant and important with respect to reduction of potential injuries. In our 4DX meeting yesterday, IPC Supervisors also acknowledged this and are even taking direct advice from Kyle to support the updating of their own teams & processes... I was particularly impressed by this, and the fact that these improved communications between our Supervisors, are making a real difference towards the Performing Together and Respecting Each Other values, that local management are promoting and encouraging for this site”. As leaders of teams, its our job to ensure that our teams enjoy the positive gains. Everyone likes winning and it is contagious, so celebrate your successes with your teams and with others throughout the organisation. Article by Peter Maolio
