Machine Shops

Enhancing Customer Service in Your Machine Shop

February 20, 2014 / ,

In today’s competitive landscape, many industries are finding that enhanced customer service is becoming more important than ever. Companies like Amazon are raising the bar on what customers should expect from a service provider, whether that means Sunday deliveries or using the latest technology to improve the purchasing experience.

Not surprisingly, the so-called “Amazon effect” has found its way into the manufacturing world. In a recent blog post, supply chain consultant Lisa Anderson says she has seen this first hand with all of her manufacturing and distribution clients. On-time deliveries, she says, are no longer enough. Today’s customers are looking for suppliers that can offer faster lead times and value-added services that will benefit their bottom line. Sound familiar?

Anderson goes on to suggest several ways manufacturers can provide Amazon-type service in their own operations. From same-day delivery to collaborative programs, she challenges manufacturers to think outside their service “comfort zone” and consider new ways they can add value to their customer relationships.

What does this look like in a machine shop environment? What services can you add? The answer to that will vary based on the needs of your customers, your budget, and simply put, your willingness to change. Adapting to customer needs is critical in today’s unpredictable market, but as the landscape gets more competitive, anticipating customer needs can give your shop the edge.

Below are examples of three shops that decided to enhance their current services in some way. While each company took a different approach, all three have found that value-added service has been beneficial to both their customers and their business.


Machine Shops

Meeting Demand In a Machine Shop Means Reducing Bottlenecks

January 20, 2014 / , , ,

Recent data continues to confirm that business is on the upswing. In fact, according to latest Business Conditions Report from the Precision Metalforming Association (PMA), metalforming companies can expect a spike in incoming orders during the next three months. In a recent press release, PMA president William E. Gaskin said shipments could increase three to six percent thanks to strong auto production and the general sense that fundamentals are improving.

As the economy continues to recover and customer demand increases, industrial metal-cutting operations need to be sure they are ready. Productivity will be more critical than ever, leaving no time for unnecessary bottlenecks. The question is—what are you doing to prepare?

While the nature of a machine shop makes it difficult to adjust for a sudden in-rush of orders, there are some strategies managers can use to keep production moving and reduce the number of potential bottlenecks. Here are a few best practices to consider:

Of course, bottlenecks are an inevitable aspect of any metal-cutting operation. However, as demand increases, so does the negative impact of downtime. One misstep can lead to a domino effect that can throw off an entire production schedule. By taking proactive measures, managers can reduce the chances of unexpected events, eliminate potential bottlenecks and, at the same time, improve productivity and quality.

Machine Shops

Why You Should Invest in Your Operators

December 10, 2013 / , ,

Over the last few years, the industrial metal-cutting industry has invested heavily in technology to ramp up productivity. While this is certainly moving industrial metal-cutting forward, it has also exacerbated the workforce challenge that has been threatening the industry for years. As confirmed by a joint report from Deloitte and The Manufacturing Institute, skilled production workers are one of the largest workforce segments facing retirement in the near future, which will clearly have an impact on the number of experienced workers on the shop floor. This does not bode well for an industry that just ramped up its need for advanced skills.

The good news is that the solution is quite clear: You need to invest in your workers. While having the right tools for the job is important, it is perhaps even more critical to have people with the right skills operating those machines. In a band saw cutting environment, for example, an operator running a saw at the wrong speed and feed settings will drastically reduce blade life, increase the chances of maintenance issues, and create potential quality issues, all of which add up to wasted time and money—the exact opposite of productivity.

The only way to increase skills is to provide training. Unfortunately, this is not always as simple as it sounds. A good training program should provide new employees with a solid foundation, while also making sure seasoned employees know the latest techniques. Below are some suggestions that will help take your training program—and your workforce—to the next level.




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