“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.
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
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