Parcel - October 2008 - (Page 27)

on a reward system that coworkers excelled in the process improvement program, and training was rewarded with a company-wide email recognizing their achievements. In addition, their successes were noted in their annual performance reviews and contributed to continued coworker motivation and commitment to the program. Coworker commitment was instrumental to the success of the team as a whole as the OpX group worked to re-engineer customer service and business processes. As a result, training became a priority for Lisa Tegtmeyer, Senior Director of the Vernon Hills, IL distribution center and Ray Nair, Director of the Western Distribution Center in Las Vegas, NV. With this emphasis on training, the OpX team worked to design materials that highlighted the process improvement concepts from both Six Sigma and Lean methodologies. Sessions were scheduled for coworkers at the two distribution centers in Q3 and Q4 of 2007. In the end, over 400 managers, supervisors and team leaders were trained on the process improvement concepts, and 40 small projects were identiﬁed and initiated. The projects were led by the management team, and the results helped team members across operations to further embrace the methodologies. Plans are now underway to train all coworkers in the distribution centers by the end of Q3 of 2008. Success of the process improvement initiative impacted both CDW’s business and the culture. The seven initial projects were executed and resulted not only in improved customer experience but a $3 million dollar savings in by the end of 2007. This success of these programs translated into the nomination of 21 additional projects to undergo the same change for 2008. Other Lean training in the distribution center also contributed to a 35% increases in productivity, while the cycle time of damaged claims was reduced by 50% and provided customers with faster response times, which increased their satisfaction in service. As a result of these successes, the initiative was adopted by other areas of the business, promoting an even broader look at business processes. The shift in coworker commitment was also a notable success as the OpX team was able to alleviate fears of job loss and instead motivate coworkers to recommit to excellent customer service. www.PARCELindustry.com As CDW continues its journey in process improvement, its future goals will focus on not only reﬁning current processes but also in cementing process improvement best practices and methodologies in the culture. These efforts will allow us expand its solid foundation — to support the next 24 years of sales growth. Mike Grisamore is Director of Customer Experience at CDW Corporation. CDW is a leading provider of technology solutions for business, government and education. Ranked No. 39 on Forbes’ list of America’s Largest Private Companies, CDW’s technology specialists offer expertise in designing customized solutions, while its advanced technology engineers can assist customers with the implementation and long-term management of those solutions. Areas of focus include notebooks, desktops, printers, servers and storage, uniﬁed communications, security, wireless, power and cooling, networking, software licensing and mobility solutions. The company was founded in 1984 and as of June 30, 2008 employed approximately 6,700 coworkers. In 2007, the company generated sales of $8.1 billion. For more information, please visit CDW online at www.CDW.com. Job Well Done October 2008 27 http://www.CDW.com http://www.envistacorp.com http://www.envistacorp.com http://www.PARCELindustry.com

Table of Contents Feed for the Digital Edition of Parcel - October 2008

Parcel - October 2008 Contents Editor's Note What Would Augello Say? Best Practices Survey Results Going with the Flow Is Your Parcel Network Optimized? Last (Mile), but Not Least Moving From Manual to Automated Fulfillment A Race for Excellence Making Ends Meet Is Your Job Killing You? Software Selection Demystified Controlling Costs On the Mark Product Profile New Products & Services Advertiser Index Wrap Up

Parcel - October 2008

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