We recently conducted a customer survey and were pleased to receive high marks across the board. Still, there is always room for improvement, that’s a given, and so we dug deep into the data to find areas that we could improve that would be of significant value to our customers. We found a key insight in the area of On Time Delivery with some customers actually ranking On Time Delivery higher in importance than Metal Quality. Now, of course we know that quality is paramount no matter what, and so our interpretation is that customers see metal quality as a given requirement and would at the same time like us to improve delivery timeframes.
As a result of this research we have already implemented a system to more effectively measure, track and improve On Time Delivery and made this a corporate goal for 2012.