Operational ExcellenceJoan Adams’ column, “The Goal,” ( Supply House Times, November 2009, page 18) sent me on a fascinating journey. Although I am not a manufacturer, I can identify with Alex Rogo AND with Herbie.
As the principal in a three-person residential heating and air conditioning contracting firm, I see our business as a “professional practice.” We spend at least 50% of our in-home service time fixing the lousy work of those who have gone before us. Also, we often are constrained by the incomplete or poor design of the products we install and service. This makes it hard to maintain a positive mental attitude in front of homeowners. We do, however, try hard to smile.
Thanks to Joan Adams for her contributions toward operational excellence.
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