The newsletter from Advanced Technology Services UK
ProActive JANUARY 2014
Wishing you all a happy and successful New Year Derek Hill - Managing Director, ATS UK
Earn £1000 when you introduce ATS See inside
Derek Hill looks at why we use the Net Promoter Score (NPS) to measure customer satisfaction and feedback, and how does it help us improve? “NPS is used by ATS because it is an internationally recognised benchmark that can assist us. Not only understanding how our customers perceive us, but also helping us to identify ways to improve the service that we provide. To retain and grow our customer base we must show that we deliver the best service in our industry.”
The Net Promoter Score (NPS) is a customer loyalty metric which provides a benchmark against organisations large and small globally. The survey works out if your customers are promoters or detractors through the simple question “Would you recommend ATS?” How a person scores on the 1-10 scale can be separated into: Promoters (for those who score between 9 and 10) Neutrals (for those who score between 7 and 8) Detractors (for those who score 6 and below)
The score is then calculated by calculating the % promoters - % detractors. 02
Because detractors are deducted getting a high score is challenging. A negative score is common, a score of 50% is deemed to be good 60% is excellent and 70% world class. To compare, in 2013 the Apple iPhone achieved a 70% score and Amazon a 69% score. The highest scorers were USAA Insurance with 80% and Costco with 78%. Using the feedback we can look closely at customer satisfaction which then allows us to become engaged in our customers business - understanding their business drivers, operational strategies and goals. We can use feedback to identify areas for improvement, ways to demonstrate value. Our customers must see ATS as more capable and more disciplined than our competitors. By linking improvements in our metrics to the customer results we can show clear improvements. This allows us to improve our relationships and earn the trust of our customers. Remember “when we have operators that win over the customer, that gain the confidence of customers, the customer not only becomes an advocate but also a loyal customer which is what we strive for.” Over the last year, Steve Harnett, the ATS Site Manager at Eaton Titchfield has focussed on improving awareness and engagement of stakeholders. Harnett’s team have also focussed on critical machines and a programme of planned continuous improvement activities. The ATS Titchfield team have definitely impressed Eaton over the last year as they
scored +83 in the latest survey. Armondo Tellez the UK Operations Director for Eaton Aerospace and responsible for the site at Titchfield commented that “the high levels of customer service achieved by ATS not only provided a level of confidence for himself but also the rest of the operational team The good supplier relationship and ATS performance has enable ATS to assist the site with regards to improvements in the operational performance in 2013 involves, trust, open communication and a willingness to go the extra mile - ATS have shown they can deliver this.” At Eaton in Havant their initial NPS score in January 2010 was -87.5. By November 2013 this had been turned around to +71 a remarkable achievement. The focus was to make Safety a priority, gaining the team confidence across the site. The ATS Site Manager for Havant Allen Castro, noted that “it was necessary to manage expectations, so that the customer recognised when we agreed to an activity it would be completed, but ad hoc requests or demands whilst important could no longer take priority.” Mark Foreman, Site manager of Eaton Havant agreed saying “The changes made by ATS over the last year have been well received. There is now much better communication on all levels and confidence in the service provided.”
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Live safety Our first priority
HAZARD
OF THE MONTH
Mike Ford – Open guarding Congratulations to Mike Ford – Supervisor at Eaton Titchfield, for winning Hazard of the month in November. Whilst carrying out a Pre-Task Analysis, Mike noticed the rear hinged guard on the machine had been left open despite the fact the machine was switched on and running at the time. This carried a significant risk as it meant that anyone could gain full access to the rear of the machine whilst it was in operation, potentially causing a fatal crushing injury if entered. Mike immediately stopped and isolated the machine, securing the hinged guard with tamper proof bolts to prevent it happening again. Mike also duplicated this improvement on the T0292-A machine, as the hinged guard on this was not fully secured. A great spot of an immediate danger combined with an instant engineered solution - well done Mike. 04
WINNER
ATS Supervisor Mike Ford
Critical finds Preventative Activity save considerable downtime & scrap at CAT A work request for an electrical fault on Machine 2191 Spline Miller on Cell 9/3 at Caterpillar Wolverhampton was received as the machine would not run due to a tripped breaker. After resetting the breaker, Kevin Barrow (Technician at Wolverhampton) and Andy Plant (Supply Specialist at Wolverhampton) stopped by the machine to verify it was working correctly and give it a brief overall inspection. During the inspection it was found that the belts were badly worn due to a loose pulley on the rear of the machine. The team quickly took to changing the belts from stock and the machine was back in operation within the hour.
Andy Plant (left) and Kevin Barrow (right) Had the belts snapped, the cutters would have stopped and the machine continued to feed, potentially breaking the cutter and scrapping the part. This would have caused considerable downtime and expense, but was avoided due to the diligence of the ATS team working on the machine.
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Delight
Rapid response at Caterpillar Wolverhampton recognised During a customer audit at Caterpillar
Within the same day the request was
Wolverhampton in December, it was raised
made, the ATS team designed and
that operators were removing the Perspex
manufactured a hinged flap, which
guarding on the Orange wash in assembly
would allow the operator to access the
in order to gain access for oil samples.
oil without removing the Perspex screen.
This saved time for the operators, but it was
The hinge was fitted and trialled the same
creating a potentially hazardous situation.
day, with minimal effect on production.
ATS were asked to investigate this further
The customer was delighted with the
and find a solution that made the process
results, and this is reflected in the Customer
safe and efficient.
Satisfaction card received.
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customers
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Developing people Performance Review Changes 2014 The performance review process is important to ATS as it is a key part of developing our employees and therefore our business. Ginny Baker is our HR Manager of Organisational Development based in Chicago. Ginny is responsible for succession planning, performance management and organisational design strategies. One of the most recent talent projects that Ginny has been involved in is the redesign of our performance evaluation process which was announced in November 2013.
The redesign was in response to our employee engagement survey results which indicated that many of our employees wanted a more effective performance review process. A number of employees stated that the evaluation form was difficult to navigate and cumbersome to complete. Others expressed concerns about the relevance of the review categories and some asked for more frequent and meaningful performance feedback.
Ginny Baker HR Manager 08
Some of the key changes include:
• The performance cycle has been set from January to December each year • The review categories have been revised to focus on skills and abilities, improving the relevance of the performance review content • Merit increases are being given at a separate time from the performance evaluation, allowing managers and employees to focus solely on performance and development • All employees will now have a common, focal point review date in 2014
One of the advantages to the focal point system is that individual performance is more closely aligned to organisational objectives and results. Ginny Commented “The new performance management system in Workday reflects the efforts, and input, of many individuals across all levels of the organisation. Ease of form navigation and the relevance of form content were two major concerns with our previous system. The new performance review format in Workday represents a real improvement in both those areas. ATS is, of course, a continuous improvement organisation. The next year will be spent gathering feedback on the new performance management processes with the intent of implementing further process enhancements based on employee feedback.”
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Enhance processes Successful Joint Kaizen Event at Eaton Brierley Hill Dave Swain, Ben Davies, and Emily Mathews recently participated in a customer driven 5-day Kaizen event at Eaton Brierley Hill in November 2013. The event took place in the D7 Arc area, and ATS were asked if they could support the customer. The objective was to generate Lead Operator standard work, update and create new Preventative Maintenance schedules, generate new TPM’s for operators and design and agree a new layout for area. The team also carried
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out numerous problem solving activities which identified several root causes to some of the on-going issues cell operators had been experiencing. Both ATS and Eaton achieved significant savings from the event, and Eaton already have plans to carry out a follow up event, supported by ATS, in 2014.
From Left to right: Richard Brookes - Tony Cartwright - Paul Gorman - Gavin O’Shaughnessy Jeff Nelson – Ian Reece - John Palmer – Dave Swain – Emily Mathews - Ben Davies - Dale Webb - Ali Yafie - Dan Kavanagh. And Sitting; Angela Hayes Sinclair - Kanti Patel - Naz Mohamed
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Driving
inn vation Small Changes - Big Impact at Eaton Titchfield!
Innovation does not necessarily mean a complete change to thinking or design, it can be a simple improvement to the way we work which improves the activity or process and delivers enhanced value for our customers.
This innovation taken from our customer Eaton, may seem simple but it will reduce audit times, and improve visual management on site.Â
At Eaton Titchfield, they are trialling an innovative approach to 5S, which they have adopted from one used across Eaton. This would involve replacing the current audit sheet with a visual quick assessment using photographs and a red, amber, green scoring. A sample of the Eaton inspired 5S audit is shown opposite. James Milne of Titchfield noted that the old audit sheet did not account for all work areas, in particular the office and procurement, the new process will and can also be completed more quickly, reducing time and cost. ATS Titchfield are currently testing the new approach to 5S in the machine shop and will roll out to the site if it is felt to be working in the New Year. 12
ATS Technician - James Milne
Demonstrate leadership ATS UK wins Best Company One To Watch for the second year! “ATS UK have been awarded the coveted “One to Watch” status from Best Companies for the second year. The accreditation for “One to Watch” is determined by a focus on workplace engagement. To be considered for this award, a confidential employee survey is undertaken, the results are then analysed by Best Companies who award a rating depending on how engaged employees are. Thank you to all of those that participated in this independent survey and provided feedback.
Our goal in 2014 is to achieve a star rating with Best Companies, which will move us from being in the “One to Watch” category into the “Best Companies” category.” Derek Hill, Managing Director, ATS UK
Our mission this year is to use the feedback and guidance from the surveys to further improve our employee engagement at ATS. We are proud of the improvements made over the last year, and recognise this is part of our continuous improvement journey and needs to remain a top priority.
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COST SAVING OF THE MONTH
Stefan Korn - Achieves excellent cost saving Congratulations to Stefan Korn, Technician at Eaton Havant, for winning cost saving of the month in December 2013. Due to permanent use, heavy handling and an oily environment on test rigs 0747 and 0750, components such as push buttons, switches and the indicator lamps, had become very worn and unreliable. Wiring attached to the components was also worn and brittle which would have eventually failed completely had they been left. During 2013, there were 7 different breakdowns relating to poor components on the rigs, each with an average breakdown time of 16 hours. In order to eliminate this downtime, Stephan has replaced all the component parts and old wiring, as well as positioning the wires to allow for easy rectification in the future. 14
ATS Technician - Stefan Korn
Ultrasonic Analysis at Reddings Lane creates cost saving In December, Steve Sale, Site Supervisor at Eaton Reddings Lane led a two day predictive analysis event using Ultrasonic equipment to locate air leaks in and around the factory. Using specialist equipment, Steve was able to detect 13 air leaks which were repaired within two days, and a further 2 leaks which
have been highlighted to the customer for further improvement. The 13 air leaks were all repaired within two days, and the results delighted our customer. A level 1 cost saving of ÂŁ6698.42 was achieved, and plans are being made to carry out a follow-up event in the New Year.
ATS Supervisor - Steve Sale
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ATS Global Billy Whiting wins the ATS International Outstanding Employee of the Year Award
Huge congratulations go out to Billy Whiting who has this week won the overall ATS Outstanding Employee of the Year Award against tough global competition. This is testimony to his outstanding contribution to the business over the last year. Billy was a deserving winner of the overall award, 1of 14 across the whole of ATS it is great that so many of our UK team got recognised. Further recognition and congratulations go out to the other nominees from our team in the UK that were highly commended: • Allen Castro • Paul Setterfield • Tracy Coombes
Video message to Billy from US colleagues https://www.dropboxcom/ so57ymzbpf2d24op/ Billys%2Bloopers%20Extended%20 Version%2HiResm4v?n=45972115
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• Karen Mattingly • Andrew Grace • Emily Mathews • Mike Ford • David Hikin
Advanced Technology provides 24x7x365 support worldwide When you contract with some of the largest manufacturers in the country, you learn that saving time means saving money. That’s coming from Jeff Owens, president and CEO of Advanced Technology Services Inc., 8201 N. University St., a company that provides maintenance and technical services to firms such as Motorola, Eaton and Borg Warner. Spun out of Caterpillar Inc. in 1985, ATS now does $300 million in annual sales with 3,000 employees — 300 of them in Peoria. In an effort to be more efficient for the company’s clients, Owens touted a new ATS program called e-Factory Connect.
e
FACTORY CONNECT
Some of the top technicians at ATS work at the e-Factory Connect desk. Using modern technology, they’re able to peer into the mechanical brains that run machines at remote locations without leaving the Peoria office, he said. “These are super-techs. They can fix virtually anything,” said Owens. Pete Franciskovich is one of these technicians. After 28 years at Caterpillar, Franciskovich, a training specialist, went to work for an East Coast firm for five years before finding a home at ATS where he now helps others learn to troubleshoot. “You can’t be afraid of change,” he said, pointing to an array of training consoles designed to help spot problems.
“It’s a help line for factory floor equipment. Clients can call us from anywhere in the world to get help,” said Owens. “When an assembly line goes down at a national company, it comes at a huge cost,” he said.“With this program we can solve problems in minutes instead of days,” said Owens, recalling the practice of flying an employee to a site to do troubleshooting.
Read full article here
http://www.pjstar.com/ article/20140111/BUSINESS/140119923/0/ SEARCH#ixzz2rPr1GRpo
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CULTURAL COMMITMENT Live Safety
January Karen Mattingly
02/01
Mark Deveney
13/01
Steve Harnett
19/01
Martin Holden
23/01
Colin Samson
31/01
DeveloTIN p People CON UOUS Enhance Processes
Drive Innova tion ENT IMP ROV EM Nurture Relationships
Demonstrate Leadership
Deliver Results
February Tim Austin
Allen Castro Mike Ford
Delight Customers
24/02
A Way of Business, A Way of Life.
27/02
26/02
John Greenwood
18/02
Charles Petty
13/02
ÂŁ1000 BONUS is waiting for you Did you know that there is a ÂŁ1000 bonus available to all staff for the successful introduction of new business? So if you have a contact in another manufacturing company that you believe would benefit from working with ATS, simply contact Keith Edmonds on kedmonds@advancedtech.com
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Purchase’s Puzzle Happy New Year! I am pleased to announce there were two winners from November Ella Burns (Kettering) and Chris Smith (Brierley Hill), they will split the prize money. For your chance to win a £25 Amazon Voucher, take part in this month’s Purchase’s Puzzle. The first letter from each of the answers will spell a well-known TV programme that recently celebrated its 50th anniversary. Once you have worked out the name of this popular TV show just email your answer to gturner@advancedtech.com by 28 February 2014. Good Luck! 1
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1
Which fabric derived its name from a middle eastern capital city?
2
Dan Aykroyd, Rick Moranis, Neil Young, Jim Carrey and Mike Myers all grew up in which Canadian province?
3
The most populated city on earth is in which country?
4
Which is the largest of the Canary Islands?
5
Which city was the capital of England during the English Civil War?
6
What was the capital city of Portugal between the years 1808 and 1821?
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What is the capital of New Zealand?
8
By what name are the Sandwich Island in the pacific better known?
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Which European city was called Christiania from 1624-1924?
Winner - Chris Smith
Winner - Ella Burns 19
www.advancedtech.com Advanced Technology Services UK Ltd Unit 4 Beechwood Cherry Hall Road Kettering Business Park Kettering Northamptonshire NN14 1UE Phone: +44 (0)1536 311650 Email: info@advancedtech.com
Key Contacts Managing Director Derek Hill djhill@advancedtech.com +44 (0) 7789 900735 - Mobile Sales & Marketing Keith Edmonds kedmonds@advancedtech.com +44 (0) 7775 801356 - Mobile Continuous Improvement Steve McCarthy smccarth@advancedtech.com +44 (0) 7824 307715 - Mobile Human Resources Gemma Turner gturner@advancedtech.com +44 (0) 1536 311657 - Direct +44 (0) 7527 289917 - Mobile +44 (0) 1536 416965 - Fax