Quick response: the consumer's handshake with manufacturing at Union Tools

Article Abstract:

UnionTools Inc. used the quick response approach to improve its relationship with customers, enhance its marketing focus and increase its share of the market. Retailers and manufacturers such as UnionTools are formulating new operational strategies to provide customers with value and firmly establish their control of the market. Quick response also increases retailer competition and motivates manufacturers, suppliers and retailers to cooperate to improve customer service and lower overall inventories. UnionTools' efforts to use the quick response method are described.

Services, Customer service, UnionTools Inc.

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Teaming up with training for world-class performance

Article Abstract:

Vermont American Corp's nonunionized manufacturing plant and unionized distribution center were plagued with problems ranging from poor customer service, inadequate inventory turns and poor profitability. The maker of hardware tool accessories decided to implemented training and teamwork programs to solve these problems. Both measures led to customer service going beyond 90%, inventory turnover improved and profitability surpassed corporate goals.

Analysis, Human resource management, Vermont American Corp., Human resource management )

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Teamwork enhances customer satisfaction and manufacturing capability at Kent-Moore

Article Abstract:

Kent-Moore Tool Group's total quality management (TQM) effort focused on the potentials of workgroups in improving customer service. A team was formed to develop a consistent and efficient process of properly identifying a product's country of origin and Harmonized System Commodity code. Since the implementation of its TQM program, Kent-Moore has been 100% successful in meeting customer requests for completed export documentation.

Evaluation, Total quality management, SPX Corp. Kent Moore Div.

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