Boston Centerless - Precision Matters Magazine Fall 2018 | Page 8

CONTINUOUS IMPROVEMENT
LEAN ON ME
WHAT DOES “Lean” mean to Boston Centerless (BC)? To
some, it means applying 5S methods to clean out and organize
a work station. To others, it means applying lean tools and
techniques to streamline setup reduction and improve overall
efficiencies. And for some, Lean means Six Sigma and high-
level quality systems. At BC, it means all of these things, but
above all, it means engaging every member of the team to
participate in continuously improving the way we service our
customer. In essence, it’s all about the people and the culture
of the organization.
After 20+ years on the Lean
journey and winning the Northeast
Shingo Prize Silver Medal, BC
could take the stance that we are
lean and rest on what we have
achieved. I have visited many
manufacturers “practicing lean,”
the one issue that they all face is
how to sustain lean activities over
the long run. Many companies
go through the initial phases and
implements lean tools, throws up a bunch of posters touting
lean, and trains staff on how to implement such tools. They
see great results as they bring systems on line and make great
improvements. But after a while, the momentum created from
the launch of a Lean journey is lost. This loss of energy and
action towards continuous improvement is a common story.
The difference between these companies and a successful
lean organization is the culture it possesses and the
engagement of all members of the team. Implementing Lean
tools and processes without instilling a culture of “continuous
improvement” throughout the organization will undoubtedly
lead to failure. It’s just a matter of time. At BC, we have built—
and continue to hone—a culture that enfranchises every
team member to focus on continuously improving customer
satisfaction. The foundation of this culture can be found in our
Core Purpose and Core Values. This incessant desire to strive
for excellence in all aspects of our business and adhere to a
sound set of values is fondly referred to as “The BC Way.”
The BC Way is an attitude that drives us to do whatever it
takes to satisfy our customers. It includes the folks on the
phone, those in the field who work directly with customers, as
well as every administrative and production employee at BC
that performs at a high level to get the job done. It happens
across numerous functions, from the warehouse, where
keeping material organized and maintaining lot accuracy is
critical; to manufacturing, where meeting specified tolerances
and delivery schedules are imperative; to shipping, where
accurate documentation and quality packaging all result in a
satisfied customer.
Over the years, we have seen that our best sales tool is
a visit to our plant. There is no better way for existing and
potential clients to understand how much we care about
their satisfaction than to have them come to see our finely
tuned operation in action. Invariably, visitors are wowed by
the cleanliness, orderliness, quiet diligence, air-tight controls,
8