Seeking to Understand Your Distribution Needs

“Don't question what you don't understand unless you're asking questions seeking to understand.” ― Rob Liano

Questions are a necessary evil when developing solutions for our customers; but, if you are like me, when a salesperson asks me questions over and over again over an expanse of time, I start to get irritated.  I especially don’t like it when I have already answered the question. 

Typical Material Handling Questions consist of:

·         Where are your bottlenecks?

·         What kind of product are you picking/shipping?

·         Is it wrapped or not?

·         Is the bottom flat?

·         Is it hazardous inside?

·         What does the bottom of your pallet look like?

·         Can you send me a picture?

·         How do you pass orders from the host software to the hand scanners or the picking system?

·         What is average rate/peak rate? 

Although using a standard questionnaire is a good start to learning and understanding the distribution operations of a specific company, all organizations are unique and thus, a template can only go so far.  Invariably, there are a few questions that were never initially considered and the repetitive calls begin and seem to never end.  Ultimately, I recognize that asking the right questions is essential to develop a good material handling system or any system for that matter. But the manner in which the fact finding mission is accomplished must be done such that customers are not bugged to death with repeated emails and phone calls so that professionalism and confidence is maintained throughout the process. 

In fact, the key component to the process is dedicated time spent with the customer at his or her facility to witness the good, the bad, and the ugly and get all of the information in person.  We really need to see what goes on in the facilities you intend to improve, to ask questions of your team, and not just your executive team but the operators and personnel that succeed or fail with your system.

Therefore, a questionnaire is a suitable start, but the finish line can be pretty far away.  Additional information needed can only come with time spent onsite, measuring, inquiring and challenging how processes work.  There are always standard operating procedures to reference but our operators usually develop their own "work-arounds".  Why did they feel the need to work around your carefully crafted SOPs and how can you incorporate their better way of doing things into your solution?

Too many projects fail due to missed details that could have been discovered by spending quality time onsite using a comprehensive and iterative process.  Isn’t it risky to rely on a material handling system proposal sent to you from someone that didn’t do the due diligence or discovery?  Will the contents have a chance to really make an impact to your facility and operations?

Thank you for the patience with our questions as we look forward to spending time at your facility in the future.

For more information from Greg, view his page at www.trifactor.com/greg