Customer Service — the KISS principle in practice

More quotes from Frederiek Toney, Ford corporate VP, at the Distinguished Speaker Event on 21st November 2013:

Henry Ford built his company upon one belief: “Open the highways to all mankind.”

So, how to run a company like Ford on Earth today?  Changing the approach to management methods: regional vs. multinational vs. global — the old fiefdoms vs. today’s centralised decisionmaking implemented in 2006 at headquarters in Dearborn, Michigan, USA, realising at the same time that business is no longer U.S.-centric…

  • profits consolidated,
  • high economies of scale (leverage procurement, lower total cost),
  • better operating efficiency (avoid duplication, seek simplification),
  • reduced complexity (design/build once).

Trust and transparency supported by the business environment, changes of leadership — new CEO in 2006, Alan Mulally from Boeing, who chose to maximise the most from the existing executive team at Ford rather than replacing all of them.

Unchanging principles:

  • One Ford Better Plan — One Team, One Plan, One Goal

Improve the balance sheet — took $34B loan before economy collapsed, didn’t depend on government bailout — in 3Q ’13, 17th consecutive quarter of profitability, 14th consecutive quarter of positive cash flow

“Competing to leading…” — Four Pillars of Global Product Strategy: Quality, Green, Safe, Smart

Changed Ford’s organisational structure from silo-based fiefdoms to a matrix-based system, business units intersecting skill teams.

Recipe for Global Success

  • Cultures — respect and work across cultures
  • Time zones — open for global business 24/7
  • Weekly reviews — “data will set you free”; facts, not emotions
  • Global special attention reviews — “cannot manage a secret”
  • Sharing best practices — compensation based on global results
  • Team spirit — crossregional/functional cooperation
  • Respect
  • Trust
  • Hard and rewarding work

Two models — mass market (Ford) and luxury (Lincoln)

Consumer Experience Movement — customer taken care of by dealer who is taken care of by Ford

Lessons learned

  • “Must be present to win”
  • Good ideas come from anywhere
  • Consistent and constant communication
  • Global team members help each other when objects are aligned

Formula for success

  • Geographical region shift + consumer preference shift + One Ford = profitable growth

What is the secret to effective leadership? Being a great delegator, knowing all the employees in your organisation are aligned to the same principles on which you base your delegation decisions, with diversity in thinking.

What makes Ford a great place to stay? Incumbent on company to attract, train and retain employees; in other words, if you see someone mistreated, you think it will be you next, too.

What happened to Ford’s famously bad relationship with suppliers/vendors?  Went from worst to first in supplier trust/respect, rebooting the supply chain expectations and delivering upon them.

How do you increase Ford owner’s use of the Ford service department? Paying attention to the total value chain.  New slogan: Bring your Ford “back home!.  The old adage still applies: “Good service sells.”

 

Easy to do business with, the endless saga

Yesterday evening, I sat down in the Chan Auditorium on the campus of UAH (the University of Alabama in Huntsville) to listen to Frederiek Toney, Corporate Vice President and President, Global Ford Customer Service Division, alumnus of both UAH and Lee High School in Huntsville, Alabama.

Fred’s talk was interesting and underscored several topics of personal interest to me, which I’ll get to later on.

However, one point stood out more than the others: his emphasis on “you can’t manage a secret,” which he repeated more than once.

I agree wholeheartedly.

Ford, originally started in the United States of America, is a global competitor.

Should I be concerned about Ford’s electronics offering backdoor access to governmental agencies?  Will car owners have to sign EULAs (end user licence agreements) that state something like the following:

READ THESE NOTICES CAREFULLY. IF YOU DO NOT AGREE TO ACCEPT THESE CONDITIONS, RETURN THE VEHICLE IN ORIGINAL PACKAGING WITH ALL OTHER ITEMS INCLUDED WITH THE VEHICLE TO THE PLACE OF PURCHASE AND YOUR MONEY WILL BE REFUNDED IN ACCORDANCE WITH THE APPLICABLE RETURN POLICY OF THE PLACE OF PURCHASE.

  • IMPORTANT NOTICE: As part of Ford’s quality assurance analysis, this vehicle automatically sends anonymous, non-personally identifiable system information to Ford (and/or other entities as volunteered for or required by law) upon first approach, when the vehicle attempts to connect to an electronic network such as the Internet, and periodically thereafter.  It also automatically searches for updates for your vehicle.  Personal information may be gathered, retrieved and sent in accordance with applicable laws in your jurisdiction at any place and any time.  See details in the Ford End User Licence Agreement included with your vehicle.

The software products preinstalled in your vehicle are copyrighted products.  Please carefully read all of the licence agreements furnished with each product because it may send anonymous/personal data not only to the product manufacturer but also to Ford and/or other entities as volunteered for or required by law.

Ford and its affiliates are not responsible for the accuracy and/or use of data stored or collected about your vehicle.  Any and all disputes will be resolved through the mandatory and binding arbitration policy which went into effect the moment you expressed interest in this vehicle.

 

When it rains on Friday…

Outside the window, raindrops drip from the wet branches of the redbud tree.  A twig heavily laden with lichen balances precariously on a redbud limb.  Brown and yellow leaves still cling to their connections, pulled loose by falling water occasionally.  The green leaves of a wild privet bush stand out from the rust-coloured background of autumn.

For the past few weeks, I have changed from a person devoted to the art of dance to a person devoted to the art/science of the home tinkerer.

In this tinkerer’s mini-adventure, I have encountered new characters in my life, who my mother has noted are temporary online acquaintances which may or may not have my best interests at heart.  Sometimes, even I am amazed of the faith I readily give to people that this interactive TV screen connects me to.

I, the tinkerer, am working on a desktop prototype of a yard art sculpture that can be a work of art by itself.

I had formed a small group — Team Tree Trunk — to work on this prototype, enlisting the artistic input of my wife and the mechanical engineering input from a friend who, unfortunately, is dealing with a dying father and I haven’t bothered for her input on this project.

Thus, I have been left to write the computer code and create this desktop prototype primarily on my own, hoping my wife can help finish the decorating of the piece from her creative/logical/computer engineering thought set.

Over the past week or so, I’ve attended virtual hangouts/meetings/panels with other tinkerers, commonly called Makers these days but just as easily called inventors, scientists, and other members of the creative class of citizens.  You could call them knowledge workers or data analysts, too.

Is it a special skill or talent that turns one into a Maker?

What level of curiosity belongs to the Maker classification?  Is a person who is curious about a favourite actor’s life a Maker?  Is a sports fan a Maker?  Is a member of the political chattering class a Maker?

Should the word Maker even be capitalised?  It certainly takes capital to be a Maker rather than just a Thinker/Dreamer.

As I finish up this Robot Hacks project, I wonder what in this whole Maker Movement will make my dream come true — a permanent colony on Mars (or the Moon) in the next 13,321 days.

Cool as they are already, it’s great that people want to use 3D printers to make game pieces, Valentine’s Day flowers, holiday ornaments, keychains, tablet PC cases and book lights.

We-the-geeks-010

After all, we like to surround ourselves with evidence of our individuality.

My goals are not your goals.  My goals are not my goals.  My goals belong to the universe, coaxing our sets of states of energy, fractal spinoffs from the local star, to branch out into the solar system with more than our electromechanical observation platforms.

We want a whole generation on this planet to subconsciously devote their attention to extraplanetary settlement.  It doesn’t happen by force or coercion.  It happens through encouraging people to use their imaginations, with subtle hints that exploring the cosmos is a great use of their imaginations.

Kind of like mass marketing direct mail campaigns — we don’t expect 100% replies — if 1-3% respond, and buy the product or buy into the product’s lifestyle, we’ve accomplished our goals.

One to three percent of the global population devoting one to three percent of global resources toward space exploration?  That would be awesome!

Now, on to getting people excited about putting their imaginations into action, regardless of age or socioeconomic status.  I don’t expect myself to like everything they create but I’m willing to give them the impetus to do so.

Welcome to the American Renaissance

In the global economy, when what one person shares with the local workshop through online tools is shared with the world, how does “insourcing” help the locals compete globally?

Today, an online hangout called “We the Geeks: Don’t Be Bored, Make Something,” inspired by Joey Hudy’s business card that he gave to the U.S. President during a White House science fair, the group talked about an explosion of innovation taking place in the United States, partly through the Maker Movement.

What do you think?  Do the citizens of your country consider themselves globally competitive because they feel empowered to be creative and ultimately successful in the local/national/world/galactic economy?

Screenshots from today’s hangout on Google+:

We-the-geeks-001 We-the-geeks-002 We-the-geeks-003 We-the-geeks-004 We-the-geeks-005 We-the-geeks-006 We-the-geeks-007

Good to see education get a boost from the STEM market

Do you know a school or school-age persons who could use the benefit of a 3D printer in their curricula?  Well, it appears that the generous folks at MakerBot are making an offer you can’t refuse — an “academy” for 3D printing!

A special nod to those who are providing assistance for the storm-ravaged country of the Philippines.  Any support you can provide — financial, logistical, etc. — would go a long way toward binding our global population together in ways that make sense.