We held our first quarterly management off-site “Kick-off” conference on 18 May 2018. Here’s what went down on the day (and night)!
We worked hard(ish)
The purpose of the Kick-off quarterly conferences is to launch a new theme for the upcoming quarter. The theme relates to a certain function, department or bottleneck that the management team identifies as requiring urgent improvement and attention that will directly result in an improved customer service experience. This initiative resonates with our core value of ongoing improvement, to satisfy our pledge to make buying bearings a seamless experience for our customers. Milestones and deadlines are agreed upon and our management team focuses attention on the objectives for the next quarter’s theme.
At the end of the quarter we look at the results of the theme and plan a celebration according to the milestones and objectives that were achieved.
Quarter one theme for 2018 was “Know Your Customer (KYC)”. It was in response to management identifying that there is a lack of information from our customers in terms of feedback. We decided we would launch the KYC theme to better understand how customers see us, where we can improve and what we can learn about each customer’s particular needs. We gave ourselves three months to set up an online survey and receive responses from our top 300 customers.
This goal was fully achieved! We are really happy to learn that most of our customers think we are awesome, which is always nice to hear. We also received some pointers that will help us to focus on where we need to improve going forward. We thank all our customers that took part in this survey.
With this kind of honest feedback we hope to continue improving towards our goal of delivering friction-free service. We will be sharing more details of the results of the survey in future posts.
We played hard(er)
Because we achieved 100% of the objectives of our quarter one KYC theme, we treated ourselves to a Mexican-themed dinner (yes, plenty of tequila flowed!) followed by a ten-pin bowling competition. We made the following video of the day to share and hold on to those great memories. It is safe to say that we are really proving that bearing people also know how to have fun!