Transforming Business to Deliver “Instant Gratification” to Customers

Posted on September 14, 2020 by Francois Gau, Project Manager

The Challenge Let’s admit it. As consumers, we’re conditioned to expect “Instant Gratification.” We go online and can purchase, usually in seconds, almost anything without talking to anyone. We know immediately if the item is in stock, what the price is and what else we may need to assemble or use the item. Some websites […] Continue Reading

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Customer Service: Taking It to the Next Level

Posted on August 24, 2020 by Ted Tower, Customer Experience Manager

I am sure we can all agree that we have experienced varying levels of satisfaction and dissatisfaction as customers. The adage that the customer is always right is true if you want the customer to return. Successful companies have grasped the understanding of just how important the customer relationship truly is, and these companies have […] Continue Reading

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Reshaping the COVID-19 Work Environment Through Technology

Posted on August 10, 2020 by Kevin Danehy, Director IT

Water cooler conversations, staff meetings, company gatherings, group trainings, just to name a few regular business occurrences pre COVID-19, have all but stopped as we knew them. However, this does not mean business has stopped, just changed. Technology has allowed businesses to remain open, remain profitable, continue to employ people, and keep the economy alive. […] Continue Reading

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Posted on July 26, 2020 by Sue Dufresne, Controller

In late May, I read The Management Tip of the Day from the Harvard Business Review entitled “Reframe Challenges to Cope with Uncertainty.” One of the suggested reframes was “Gratitude:  Recognize what you already have and are thankful for.” I’ve been thinking about this a lot lately, well before I read this article. I’ve thought […] Continue Reading

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Lean on the Little Mouse

Posted on July 13, 2020 by Dave Mersereau, General Mgr. - Sr. V.P.

As a Shingo Prize recipient, we often host Lean benchmarking tours. These tours are always a good opportunity to showcase what we do and exchange some great ideas with our visitors. Recently we had a participant share what he expected to see during the introductory gathering before hitting the manufacturing floor. He stated, “I can’t […] Continue Reading

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