Management Today - Spring 2012 - (Page 136)

cS C A N A D I A N S P OT L I G H T Manufacturing Marvel Ross Video Ltd. designs its own circuit boards with dedicated hardware and builds its own control panels. The company also has its own computer numerically controlled machine shop and two surface-mount machines running 16 hours daily and into the weekend. “We put the chips on the board and have X-ray machines and optical inspection machines and bar coding and all those lovely things, but we don’t bend metal, although we do machine it now,” Ross notes. Products are manufactured in Iroquois, Ontario; Melbourne, Australia; and Brussels. The company had a busy year in 2011, when it hired 100 more employees and grew its sales volume by 50 percent. It employs approximately 160 engineers at the R&D campus in Ottawa. “The vast majority of our staff are highly technical,” Ross points out. “It makes for a great environment for them to be working in. I’ve got smart people that work with me, and they work really well together.” One of the locations he recruits employees from is Ottawa, which he says has many highly qualified jobseekers in the telecommunications field since giant Nortel declared bankruptcy in 2009. “We have some longstanding Nortel employees that have become great Ross employees,” Ross notes. “The telecom guys are used to moving data around at high levels of reliability.” The company also employs trainers for its systems. “We must have a fleet of 30 trainers that travel the world all the time and have to be technological workflow experts in broadcast production,” Ross explains. These employees know the field because they have produced live television news and sports coverage. “The best of the best are the ones that Customer Service Ross believes in empowering employees to make decisions to solve customer problems. “The secret of our success is that what goes wrong in companies is not employees not knowing what to do – they almost always know what to do – they don’t want to let somebody down,” Ross explains. “They want to get that thing overnighted because there’s a problem. Usually, companies stop them from doing it, because they have red tape, bureaucracy, power struggles or an unclear message to their employees as to how far really like the challenge,” Ross continues. “A show is usually designed and only shaken up once every five years to give it a new look. The ones that love the chaos and the challenge of revamping a show – and then get bored in between – those are the guys who come to work for us. We fly them all over the world.” you’re allowed to go for the customer. “We’re a business-to-business company,” he points out. “The sales we do are larger dollar value. When a typical sale by Ross is $30,000, you can still go for good old-fashioned exceptional customer service. We’ve attracted a lot of really good employees by being serious about our code of ethics. This code empowers them to make the decisions when their boss isn’t around. They know what they need to do to support our customers and provide them with the best possible experience.” For the future, Ross sees continued growth without any external investment, only using regular bank lines of credit. “Every year in the last 20 has been a record year in sales,” he maintains. He says he has no plans to sell the company to retire. “What would I do?” he asks. “I could be independently wealthy, but I’d get bored. This is the most fun I could ever imagine having.” •mt // The company designs the circuit boards for its products itself, and it also builds the control panels at its machine shop. 136 MANAGEMENTTODAY-MAGAZINE.COM SPRING 2012 http://www.MANAGEMENTTODAY-MAGAZINE.COM

Table of Contents for the Digital Edition of Management Today - Spring 2012

Management Today - Spring 2012
Contents
Millionaire Mega Toys
Power Words
Marketing Strategy
Wisdom Era
Mammoet
Mid-America Real Estate Group
The HT Group
Supply Chain
Carvajal Empaques
Graham Partners
Carley Foundry
Cotter Bros. Corp.
SMS Siemag
Allied Alloys
Albiasa Corp.
Columbus McKinnon
4 Guys Fire Trucks
Metalcraft of Mayville
MMIC Global
Printpack
Tom James
PhotoMedex
US Pole Inc.
Kaivac Cleaning
Playworld Systems
Global Mergers
ADA Environmental Solutions
Bacardi
Kalahari Resorts
Genghis Grill
NewMark Merrill Companies
Overstock.com
Rose Pest Solutions
Westgate Resorts
Marquis Alliance Energy Group
Ross Video
Daniels Electronics
Chatters Canada Ltd.
Metro Paper Industries
Special Section: Aviation
Honolulu International Airport
Edwards Jet Center
Greenpoint Technologies
Special Section: Peru Focus
Peruplast
Zip-Pak South America
La Viga S.A.
Special Section: Top Home Builders
Gehan Homes
Ole South Properties
The Warmington Group
Forino Corp.
Special Section: Most Promising Companies
Virtual Instruments
RGB Networks
Salient Federal Solutions
Ad Index
Last Look

Management Today - Spring 2012

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