Case Studies - Organisational Development

Exhall Plating

Development of a Strategic Business Plan to Improve Customer Focus and Maximise Business Performance

Improve customer communication
Increase market share
Increased business opportunities
Best management practice using the principles of QS 9000

A £18,000 grant toward the cost of implementing new management practices was provided to Exhall Plating Ltd (Exhall Plating) through the Accelerate programme. The grant was used to fund a project focused on re-engineering key business processes, in line with current best practice. This project aimed to develop new systems that optimise both response times and customer interactions, at a number of critical interface points. The development of a quality management system following the disciplines of QS9000 was identified as a driver in increasing service levels and market share.

Exhall Plating is a sub-contract electroplating and metal finishing company based in Coventry, established in 1952. The company predominantly services automotive supply chains in both home and export markets.

The management of Exhall Plating are committed to continuous improvement throughout their operations, always keen to expand and develop their markets and services. Through this project, Peter Starley, Managing Director, identified the critical success factors and barriers to optimising their market position. These factors were planned into a strategic business change programme and documented.

The opportunities and barriers to implementation were addressed in a strategic business plan that identified all the critical customer interfaces. The project began with an assessment of the existing quality management system in view of the new business strategy. The assessment lead to the design, development and revision of procedural controls. The new controls were designed to make Exhall Plating a World Class competitor. Such a system will make it possible to achieve accreditation to QS9000 and carry the company forward beyond the Millennium.

Time and resources are at a premium in smaller companies and this development was significant. It was an important, if difficult challenge, necessary for the long term interests of Exhall Plating. The grant was crucial in facilitating the programme of works. Exhall Plating are experiencing pressure from automotive OEMs to improve the efficiency of business performance and gain accreditation under QS9000.

Main project objectives

To identify key business performance indicators.
To benchmark the key indicators to establish a systematic measurement of performance improvements in future.
To monitoring customer requirements, improve service levels, to add real value with every customer interaction.
To optimise facilities, equipment, process planning and control.
To improve all communications and develop the capability to store and use information.
To reduce quality costs.
To ensure that controls are in place for all critical activities (including purchasing).

Finance and implementation

The total project costs amounted to over £36,000 with £18,000 of support provided through the Accelerate Programme. Pro Enviro were contracted-in to provide flexible skills and management support for the project. Pro Enviro, an established consultancy specialising in industrial manufacturing and environmental management, mainly focused on:

Documenting and formalising the business strategy.
Analysis of company level data and benchmarking.
Making recommendations and management reports.
A review of the quality issues and the existing management system.
Identifying applicable manufacturing best practice especially, effective maintenance and resource planning.
Reviewing customer requirements and developing a support system to these are met
Developing planning and process control procedures.

Skilled personnel from Exhall Plating were involved throughout the entire project, particularly in evaluating systems and devising new working practices. The success of the programme was measured using scrap rate; time spent on re-work; time spent with on corrective action; effort spent on improvement activities; number of employees directly involved with improvement programmes/teams; and the quality and availability of performance information.

Outcome

Specific improvements were made in image, professionalism, response time, security of business operational performance and communication with customers. Exhall Plating have streamlined their quality system and developed new controls. The company has had a successful desk study of the systems and is now operating the procedures for 3 months ahead of undergoing final assessment for QS9000 accreditation.