Case study: Rod Taylor, Operations Manager,
Jeld-Wen Central Coast and Sydney
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The business: Large-scale window manufacture
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The Full story ...
Listening and leading the keys to successful change
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A software solution alone cannot fix an operational issue – just ask Jeld-Wen’s Rod Taylor, who says a major software installation was going off the rails before Astute Ops came in and helped his team achieve a huge shift in mindset.
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Rod runs Jeld-Wen’s operations on the Central Coast of NSW. His counterparts in Queensland had recently installed a sophisticated new software system designed to provide transparency and streamline operations. It had begun to deliver benefits after having been successfully implemented in Queensland, so head office recommended it be implemented in Rod’s branch, too. It didn’t go well – and initially Rod was ready to blame the software!
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Frustrated, Rod vented his feelings to the Branch General Manager (in typically frank terms). “The Branch GM could see we were floundering and organised help from AstuteOps. Steve came to our Branch and listened and watched", Rod said. "Initially I was skeptical because he was confident that the software wasn’t the issue. He didn't say WE were the problem, but he hinted that we didn’t have the in-house expertise to manage the installation and the necessary process changes to get the best out of the system. Just because it worked in Queensland didn't guarantee it would just work here. Same company but different workplace culture", Rod added. “Steve promised down-to-earth, practical help and although, like I said I was initially skeptical, I was surprised how well it worked out in the end”.
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Support from someone who gets it
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“In the early days it was quite emotional for my team, with lots of change management, but Sean has a very good way of explaining how to approach things in a logical manner. I went in ready to lock horns with him, but by the end of the process we were best mates.” He now says that the consultation and the outside perspective are where Astute Ops really make a difference.
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“If someone doesn’t point out a better way, you don’t really know there’s a problem. You just keep doing things the same old way. With new software and business improvement tools you try and force-fit them to what you already do. AstuteOps demonstrate that there are new and better ways to work, they don’t just espouse theories like some consultants. Before, we were running the operation using an old DOS system. It was very basic, you couldn’t pull any stats, it was just push A or push B. Astute Ops helped us to put processes in place that complimented the new system, and suddenly we had visibility of the entire production process, from the moment an order came in, until delivery on site. We were managing exceptions, identifying bottlenecks and being directed to where the problems were going to be before they occurred."
Instead of fighting the new system, the team are now benefitting from it. Everyone can see exactly where everything is up to. The department looking for product coming downstream knows when to expect it. Touch-points between departments are clear and concise. Business leaders can track how things are going with confidence. “What it has really done is reduce the noise (the inefficiency, confusion and duplication) in the place, because everyone can easily access the same, up-to-date information they need and rely on it's accuracy. There is no scrambling to find answers or disagreement about the status of where something is up to. It’s allowed people right across the business to be more engaged with our processes and trust them.”
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Ultimately, Rod says Astute Ops has helped his branch address three key challenges: quicker throughput, lower costs of production, and a reduced need to carry excessive inventory. “Holding inventory is expensive. We held lots of 'just-encase' inventory as an insurance policy against poor processes. If you can fine tune your operations so you don’t have to do that, that’s a big advantage to any business.”
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Aside from that, Rod says his team now thinks differently about operational improvement. Much of that he accredits to Sean’s deep understanding of manufacturing, assembly and processes. “We manufacture windows, doors and screens and that seems pretty simple, but actually it’s not as easy as you'd think. You’ve got to understand the intricacies of developing specs, putting the product together, getting it on site without damage. Astute Ops understand that what seems simple to non-operations people, often has many hidden gotcha's. Sean really listened to my team, challenged them with new ways of thinking, and that made all the difference.”
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After starting out as a very wary and reluctant participant in the change process, Rod has now become one of the company’s internal experts on implementing the processes that support the Jeld-Wen software solution and has acted as an adviser to installations at other branches. “Astute Ops don’t just tell you stuff or do stuff, they explain, show and teach you. They respect that it is your workplace in the long run and that things need to be able to work when they are not there. It turned out to just be very, very good. I had a really good experience with them".
