September 11 Member Meeting

Join us for our monthly membership meeting to learn about 5S Implementation in a pharmacy hospital.  This pharmacy department in a hospital was struggling with several quality and performance issues. Since pharmacy is central to all other medical departments in a hospital there is no error margin. We will learn about the process how they implemented 5S and resistance they faced.  Participants will learn pitfalls to avoid while implementing 5S in their organizations.


Fareeha Amber Ansari is an engineer, entrepreneur, and consultant with over fifteen years of experience in field operations and in service industry. She is founder of Precision Process Partners, LLC- a boutique consulting firm geared to providing ‘data analytics’ and ‘process improvement’ advice to healthcare sector. She completed her MBA from Washington University in Saint Louis. She is a Lean Master and Six Sigma Black Belt.

Ford Inspection Drones Keep Engine Plant Workers Safely Grounded

ENP Newswire

August 31, 2018

Imagine if a simple innovation suddenly allowed you to carry out an arduousbut essentialchore in a fraction of the time it would normally take and without the safety risks of working at height.

Thats been the case for Ford employees who are now using cameras mounted on drones to safely and efficiently inspect high-rise gantries, pipework and roof areas at the companys Dagenham Engine Plant in the UK.

Previously, the team carried out this important maintenance work by using automated extendable platforms and scaffolding to check 40-meter-long gantries that support the plants heavy machinery. Each inspection area would take a laborious 12 hours to complete.

Now, with feet firmly on the ground and controlling drones equipped with GoPro cameras, maintenance staff can thoroughly inspect each area in just 12 minutes. The whole production facility can be covered in a day, zoning in on hard-to-reach areas to ensure they are well-maintained and comply to rigorous safety standards.

Wed joked about having a robot do the work when there was a lightbulb momentuse drones instead, said Pat Manning, machining manager, Ford Dagenham Engine Plant. We used to have to scale heights of up to 50 meters to do the necessary checks on the roof and machining areas. Now we can cover the entire plant in one day and without the risk of team members having to work at dangerous heights.

With the time saved, the team at Dagenham can carry out more frequent inspections, without having to shut facilities to construct the scaffolding that was once necessary.

Fords drones are also set to work inspecting pipework, locating air leaks and checking machinery. The company is now evaluating the possibility of using this high-flying technology in other regions.

About Ford Motor Company

Ford Motor Company is a global company based in Dearborn, Michigan. The company designs, manufactures, markets and services a full line of Ford cars, trucks, SUVs, electrified vehicles and Lincoln luxury vehicles, provides financial services through Ford Motor Credit Company and is pursuing leadership positions in electrification, autonomous vehicles and mobility solutions. Ford employs approximately 201,000 people worldwide. For more information regarding Ford, its products and Ford Motor Credit Company, please visit

Ford of Europe is responsible for producing, selling and servicing Ford brand vehicles in 50 individual markets and employs approximately 54,000 employees at its wholly owned facilities and approximately 69,000 people when joint ventures and unconsolidated businesses are included. In addition to Ford Motor Credit Company, Ford Europe operations include Ford Customer Service Division and 24 manufacturing facilities (16 wholly owned or consolidated joint venture facilities and eight unconsolidated joint venture facilities). The first Ford cars were shipped to Europe in 1903the same year Ford Motor Company was founded. European production started in 1911.

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Diversity in a Company’s DNA Drives Bottom Line Success

Lehigh Valley Business

August 31, 2018

By Glenn Ebersole

Strength lies in differences, not in similarities, said the late author and businessman Stephen Covey.

There is a significant shift in hiring practices across industries and small and large companies to efforts to diversify their workforce to benefit the employer and employee.

Todays demographic trends show a more diverse talent pool than ever before. Companies are reaching out in a much wider spectrum when recruiting to diversify their companies to drive innovation.

This current approach means much more than simply hiring for success from the most ethnically and racially diverse generation, which is the millennial college graduates, according to Pew Research Center.

Hiring also must include a wider base of talent that stretches across different age ranges, genders, educational backgrounds and ethnicities. This diversity produces a new and collaborative workplace and encourages those who have felt left out and overlooked in the past to seek opportunities.

These recruiting and hiring practices are changing the way companies operate, how their employees work together and how they can effectively retain top talent, which is mutually beneficial to employer and employee.

Diversity drives innovation

Championing diversity is transforming the workplace. As the workforce of any given company becomes more varied, so do the outcomes.

The invention of new ways of working and new products contributes to the growth of business because of innovation.

Hiring an effective diverse workforce and combining that with an environment that maintains a culture of inclusion provide the largest benefit. In other words, companies whose employees feel accepted by their employer and peers will be more successful.

Pitfalls of homogeneity

It is important to remember that if all employees were taught the same and had the same experience, the most likely result would be a single solution because their logic works similarly.

However, if we take employees with differing backgrounds, educations and experiences, it is more likely they would reach more innovative solutions by combining their differences to get to a new solution.

Companies must commit to giving their current management teams the right tools to build diversity if they want to ensure achievement of the advantage of this new, diverse workforce.

Some of these tools may include diversity awareness seminars or training to educate those on the benefits of diversity.

Higher-quality work

Studies show happy employees are comfortable in their work environment, are more productive and generate higher quality work. A Social Market Foundation study reported that our brains function better when we are happy and positive.

Employees from differing backgrounds feel more comfortable when a companys hiring practices are about diversification and goals that create a diverse environment.

Employees who feel comfortable in their work environment communicate more effectively, work successfully alongside colleagues and pay it forward in a sense by helping to reinforce the supportive, productive and collaborative environment of the company.

Results in discovery

Torin Ellis of Baltimore, a famous diversity recruiter and star of the television show Top Recruiter, said diversity recruiting starts within the organization, not as a result of making a particular hire.

Diversity begins with thought, involves culture and includes its people, Ellis said. Critical to any search are client discovery and data-gathering sessions. We always discuss interview processes, sourcing mix and employer brand. The details frame an effective recruiting engagement.

Once you move beyond actions, quotas, percentages and other topical aspects of diversity, progress appears more naturally. The most effective results require action.

From the top

Diversity must go beyond recruiting and hiring practices. Diversity must be in the DNA of a company culture.

Company leaders must set examples with their actions, get involved in implementing best practices and encourage diversification. When this occurs, companies start to see the culture shift and align with their shift in hiring practices.

A warmer, more welcoming culture leads to a more innovative workforce that will attract and retain the best talent.

Leads to success

Diversity is critical for a business to have the ability to innovate and adapt in a rapidly changing environment.

Diversity is essential to growth and prosperity of any company. This includes diversity of perspectives, experiences, cultures, genders and age.

This is true because diversity breeds innovation. And innovation breeds business success.

Building block

Successful companies build diversity in the business first, rather than as an afterthought.

Truly successful and innovative companies build diverse teams when they are just starting in their own home or garage or in an office building.

Diversity is a mindset, not just a strategic imperative.

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Is That Really Tuna? Study Suggests 44% of Canadian Seafood Mislabeled

Abbotsford News

August 30, 2018

Nearly half of the seafood sold in Canada is mislabeled, a new study from an oceans protection group suggests.

The Oceana Canada study, released Tuesday, looked at 400 seafood samples in Vancouver, Victoria, Toronto, Halifax, and Ottawa, and found 44% wasnt what it appeared to be, and that it was nearly impossible to track from origin to plate.

The group took aim at the Canadian Food Inspection Agencys new guidelines, which will come into effect next year, saying the regulations lack measures to deter seafood fraud.

As a result, Canada lags well behind international best practices, it said.

The group pointed to the United States new boat-to-border traceability for at-risk species as one way to track seafood from origin to plate in an attempt to tackle fraud.

It urged Canada to begin tracing all seafood from boat to plate, require catch documentation, improve verification measures and increase consumer information.

However, in an email to Black Press Media, the CFIA said its new regulations would improve traceability requirements throughout the supply chain, including for seafood products.

The agency said that it works with different levels of government, scientists and the seafood industry to ensure Canadians can trust that theyre getting the right fish.

The CFIA undertakes inspections as well as compliance promotion activities and provides various tools, such as the CFIA fish list and industry labelling tool, to help companies verify that their food labels meet all the regulatory requirements, the agency said.

In cases of non-compliance, the CFIA takes appropriate action.

Of the five cities studied by Oceana Canada, Vancouver did the best in labelling seafood correctly, with only 26% mislabeled.

It was followed by Halifax with 38%, Ottawa with 45%, Toronto with 59% and Victoria last on the list with 67%.

The study focused on the nine species of seafood that are most commonly mislabeled.

None of the snapper, yellowtail and butterfish samples inspected were what they claimed to be. Snapper was typically labelled rockfish and tilapia, yellowtail was Japanese amberjack, and butterfish was escolar.

Other fish, such as cod and halibut, were somewhat better off, but even the best results saw 18% of salmon mislabeled.

The study suggests 64% of restaurants and retailers sold mislabeled fish.

The problem was worse in restaurants, where 52% of the seafood was mislabeled, compared to 22% at retailers.

Escolar, which is often sold in place of butterfish and white tuna, can cause acute gastrointestinal symptoms such as diarrhea, vomiting and nausea, the study said. Its considered such a health risk that its banned in Japan, South Korea and Italy.

Selling farmed fish in place of wild fish, meanwhile, can expose consumers to concentrated chemicals in species like tilapia, salmon and Asian Catfish.

A dangerous toxin called ciguatera, found in Japanese amberjack often sold instead of yellowtail, can cause long-term debilitating neurological symptoms that are hard to treat unless you know their source.

Mislabeling seafood can also cost you a lot more, with cheap fish such as whiting trying pass as Atlantic cod and sold for 4.5 times its value.

If you order seabass, at $114 per kilogram, you could actually be eating catfish worth just $12 per kilogram.

Finally, not having a way to track seafood can lead to illegal fishing of endangered species. Studies estimate that 20% of the fish caught worldwide were caught illegally.

Seafood fraud allows illegally caught fish to enter the market by giving it a new legal identity, the report said. This undermines efforts to manage fisheries responsibly, prevent overfishing, deter destructive fishing practices and protect at-risk areas and animals.

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10 Things Customer Success Leaders Do for Their Clients

August 30, 2018

By William Craig

These are the 10 things customer success leaders do for their clients to propel toward their vision and beyond.

Customer service means customer success these days, and as the field grows, more roles for leadership open up. Customer success leaders need strong visionary and management skills, but leadership encompasses many vital components when it comes to serving clients.

Many of the best customer service leaders started at the bottom of their organizations and know the inner workings of every part of their business. Leadership also requires the ability to scale and grow the business into the future of the industry. Here are 10 things customer service leaders do for their clients.

Shift your perspective in what leadership means

Management makes you focus on the turning the cogs and gears in business functionality, but leadership requires a more significant perspective shift. Your job entitles empowering others to succeed. While you still play a role in the doing, you lift up your team by providing resources and coaching them to success as they serve their customers.

Know analytics inside and out

Analytics keeps the wheels of the internet marketing machine turning and free from awkward kinks. Place those manual data points on whatever you need to measure, and godata tells you a lot about what your clients desire and need, as well as how they react emotionally to your content and services. Data also empowers you to adapt quickly, a trait that makes leaders 6.7 times likelier to succeed in a dynamically changing market.

Your tools and abilities also do the same for your clients and their customersyoull move to and develop greater tools for your business and clients.

Listen first, talk later

Thats rightsoft skills are active components of what makes for a great customer success leader. You may think asking your clients an endless series of questions means you are solving their issues, but the first thing you should do is listen.

Open-ended questions help clients talk, but they need to feel comfortable providing radically honest feedback about your services and their experience with them. In turn, you must also deliver radical honesty to your clients. Actively listen first, and talk later when you come back to the questions. Let the client steer the conversation to help you in anticipating their future needs. Reinforce that you understand what the client communicates, so you can improve their experience.

Support every stage of growth

Leverage client potential with your companys strong skills and services. Your business must support every stage of a companys growth. Customer success leaders embody the vision of their company, but also each clients vision. You empower that vision while providing in-depth knowledge of the challenges your clients face in their industry.

Stay calm in the face of the storm

When the client faces challenges, great customer services leaders remain calm in the face of the storm. Theyre the firefighters when sparks rage out of control and rally to aid the customer, by setting proper expectations and following up with actionable solutions. Collaboration will lead to success and a stronger brand for both your company and the client.

Teach without lecturing

Leading customer success goes beyond doing the arduous work for the client. You must also provide them with tools to help them approach problems in better ways and offer services in new ways. The best way to propel your client forward is by teaching them.

In addition to the tools you provide, you offer up tips and best practices for your clients while paying attention to industry advancements and news. You unselfishly pass along the knowledge.

Challenge them to grow

While building a relationship of trust and transparency matters, strong customer success leaders also challenge their clients to grow, understanding that ideas dont make for measurable achievements. You learn and find success by overcoming challenges.

Over time, you develop an in-depth understanding of your clients business, services and products that enables them to consider more innovative ways to maximize quality and impact.

Guard and steer the customer experience ship

Youre a part of the clients team, and they trust you to anticipate issues and pitfalls before a potential downfall. Excellent customer service leaders keep one eye on the horizon while monitoring the present. As they steer the customer experience ship, they make appropriate changes to the roadmap and communicate with transparencyas their role is also to protect.

Develop and share their voice

Whether new or seasoned, your client continues to grow their brand, and in turn, their voice. A strong voice communicates an unforgettable and relatable message that youas a customer success leaderempower, embolden and project into the social media sea of shares.

Think of selling as advocacy

From initiatives to tools and marketing, your company sells and upsells some more, but customer success leaders think of selling as advocacy. You advocate for your clients, so everyone wins and make decisions collaboratively that express the best interests of all involved.

These are the 10 things customer success leaders do for their clients to propel toward their vision and beyond. By following these tips, you can help your clients fulfill their potential while also providing the best services and products for their customers.

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