ARE YOU SENDING MIXED MESSAGES?
TAKE THE ‘SCARY’ OUT OF 5S
Several years ago, I took a trip to the Midwest and visited a facility to assess their 5S needs and determine how lean could be implemented. I’ll be honest; the site was in bad shape when I arrived. Many of the areas looked like they hadn’t been cleaned in years, the air conditioner was broken, and it was, in general, pretty scary. At the same time, the manager had brought in some awesome new 5S tools. They had beautiful tool shadow boards that were brand spanking new and ready to be filled with tools. The manager was confused as to why the team wasn’t on board with 5S. Why weren’t they using these great boards he’d bought for their tools? I was confused why the company had a broken air conditioner when they could obviously spend money on new tools. Of course the team wasn’t using the tool shadow boards. They could hardly get anything done through the filth and poor working conditions. The facility wasn’t just dirty or messy; it was unsafe. I love a good challenge, and I was pretty sure I’d met my match. 5S would never be successful here until the leadership team improved the workspace, updated the air system, and helped the team thrive in better conditions. They were sending mixed messages, and it was confusing to
It can be easier to overlook some of these aspects when you’re not on the floor every day — I get it. But for the team members in the trenches, they are all too aware of the poor air quality or the dirty space because they have to deal with it day in and day out. If you bypass any phase of 5S or take shortcuts, the result isn’t going to be as effective. You can’t hope to truly implement it unless you’re starting off on the right foot and going through each phase thoroughly in every area of your warehouse or plant. Unsafe working conditions are going to undermine anything else you do. No shiny, new 5S tool is going to make a difference if
everyone involved. The manager spent thousands of dollars on tool shadow boards, and yet, the air system wasn’t working. The workers were too busy worrying about breathing in disgusting stuff to think about arranging their tools on a fancy board. What good were the boards going to do if the team couldn’t even function at work? FORM VS. FUNCTION When I visit a site, I ask leaders what they want to get out of it. What level do they want their place to be at when we’re done? For some, the answer is purely functional. They want to implement 5S and get everything working smoothly and efficiently. Others are looking to get their warehouse sparkling clean. They want it to look so good that if ABC News showed up today, they wouldn’t need to think twice about cleaning up. In this situation, part of the challenge was addressing the mixed messages the team was getting. Yes, the shadow boards were great, but they weren’t going to be helpful if the team couldn’t feel safe doing their jobs.
you don’t foster a safe, healthy, and functioning work environment for your team.
A FIVERR REVIEW
BUYERS BEWARE ON FIVERR
So, is it worth the hype? That will depend on how well you discern the seller’s reviews and quality of work promoted on their page. If anything seems off, utilize Fiverr’s resources and reach out to the seller with any questions or concerns before making your hiring decision.
Fiverr is known as the go-to online marketplace for a variety of freelance materials and services. But there’s a big question on many entrepreneurs’ minds: Is it worth the hype?
PROS Buying a service from one of the many freelancers on the platform is quick and easy. You can create an account and complete the checkout process with your preferred mode of payment in a matter of minutes. You can also compare prices of different freelancers to ensure you’re getting the most out of every dollar you spend. If you want to find out more about a seller before using them, you can also look up the rating and feedback score of whoever you’re interested in. Additionally, each freelancer’s contact information is provided, so you can ask them questions before making a purchase. Do you have very particular marketing needs? No problem! A variety of sellers on Fiverr provide niche products and services. You can find someone to design a classic business card and create a clever jingle for your company’s radio advertisement. Fiverr has it all.
and testimonials, which can lead to unsatisfactory transactions and plenty of headaches. While many sellers offer a money-back satisfaction guarantee, that doesn’t negate the loss of time and effort on your end. The quality of work can vary, too. While many sellers have samples of their work on their profile, it’s not always the quality you receive. Fiverr offers services for as little as $5, depending on the seller, so you really do get what you pay for. Keep in mind that anyone can be a seller on the site. You’re not guaranteed professional service nor the ability to get the product or service you need in a timely manner.
CONS The primary thing to watch for is fake reviews
HOW TO SET YOUR INITIATIVE UP FOR A WIN
O ne of the most important aspects of implementing any 5S initiative is getting off on the right footing. By doing
DETERMINE YOUR ULTIMATE GOAL What do you want your space to look like after you complete your 5S initiative? Do you want it to be so clean it would pass a food safety inspection, or is function at the top of your list? Is this a long-term strategy or a short-term solution? The goal may be directed by leadership or through a brainstorming session with the whole team. Either way, determine the goals of the initiative and convey them clearly so you can get your team onboard. Remember, no matter your goal, 5S never ends. Sustenance is always in motion, and you can revisit a phase if it isn’t flowing as well as it should. When it’s working as intended, 5S should continuously make workflows easier, safer, and more efficient.
some thoughtful planning for how you’ll roll out the initiative, you can set your team up for 5S success.
DEFINE THE SPACE AND TIME LIMITS OF THIS PROJECT
hours each day so the team can work on implementing the initiative. APPOINT YOUR 5S TEAM For each initiative, you’ll need a team consisting of a project leader, a 5S champion, and each member of the team that is involved with the area you’re tackling. Your project leader should have a thorough understanding of 5S. Your 5S champion is typically a person responsible for the area who will provide guidance and be in the trenches with the team.
As tempting as it is to tackle
everything at once, giving the warehouse a top-to-bottom overhaul is almost guaranteed to fail. 5S initiatives are most effective in designated spaces around 1,000 square feet in size in which a set of processes begin and end. You want all of the necessary work to be completed in a given time frame. This can be done by either closing down the designated area for a few days or setting aside a few
WHAT ARE YOU AFRAID OF? LILLY’S CORNER
TAKE A PAGE OUT OF DISNEY’S BOOK DEFINING EXCELLENCE IN CUSTOMER SERVICE
With Halloween around the corner, things are going to get spooky around here. The masks and the kids running around with weird swords — sheesh, you’d think they want to creep a dog out or something! But it’s not the skeletons or monsters that truly give me the heebie-jeebies. No, it’s the loud noises that make me jump. The Fourth of July is my least favorite holiday. I don’t understand why humans insist on making things blow up in the sky. And when there’s a storm rolling through? Don’t even get me started. Thunder and lightning are so loud! Luckily, when
A readiness to help, integrity, organization, and a willingness to go the extra mile are just a few of the qualities that define exceptional customer service. These are traits we look for in each of our team members, and they guide us when we make a hiring decision.
those things are happening, I have the nice cozy laps of David and Barbara to turn to. Don’t worry about me. I’ll be just fine.
These qualities also guided another company: Disney. Walt Disney was masterful at providing exceptional customer service, and we can learn a lot from his example. He understood that it was crucial to make magical experiences for guests to keep them coming back. He also knew the people working in the park every day would be responsible for creating those experiences. So, how do you make a customer’s experience magical? Here are a couple Disney-inspired ideas that add to a great customer service experience. ANTICIPATE CUSTOMER NEEDS Go above and beyond just addressing your customers’ spoken needs by anticipating their desires. At Disneyland, certain sections of the park emit a scent to go along with a theme — the smell of freshly baked bread, for example, in the French section. Obviously, smelling freshly baked bread is going to make your stomach grumble, so what’s right around the corner from this tantalizing scent? Actual loaves of freshly baked bread. Anticipating needs before a customer even realizes them makes the customer feel like you’ve got their back. For us to do that, we ask questions, and, most importantly, we listen. That way, we can predict our customers’ needs ahead of time. PAY ATTENTION TO THE DETAILS When it’s your birthday at Disneyland, you not only receive a special badge to wear, but this pin alerts every employee who sees it to greet you with a genuine “happy birthday!” Much like avid Disneylandgoers, our customers appreciate the little details, especially in custom orders. That’s why we have a streamlined process to ensure we capture everything in a customer’s vision. We know our business is very different than Disney’s, and we don’t really think anyone should wear Mickey Mouse ears to work. But keeping in mind a few of Disney’s techniques when we interact with customers helps us deliver a magical experience right here at The 5S Store.
HOW TO ASSEMBLE A VEGGIE SKELETON
Those who eat paleo may struggle to find a Halloween treat suitable to their diet. But no matter what your dietary restrictions are, everyone can enjoy some raw veggies with a healthy dip. Here are some tips for constructing your very own veggie skeleton — a spooky twist on a time-tested treat. FOR THE HEAD Your favorite paleo-friendly dip makes a great canvas for a face. Pour it into a bowl and build features on top using different veggies. FOR THE RIBCAGE Sliced cucumbers make for great vertebrae, and bell pepper slivers can be used to simulate ribs. Alternate between the two to give your skeleton some backbone. FOR THE ARMS AND LEGS Any long and straight vegetable will do the trick here. If you want to be anatomically accurate, consider using some spherical vegetables for joints. Don’t be afraid to get creative and wacky with your veggie skeleton. The whole point, after all, is to have some fun and give people a reason to smile.
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INSIDE THIS ISSUE
1 | Take the ‘Scary’ Out of 5S
2 | The Pros and Cons of Buying on Fiverr 5S Success: Set Your Initiative Up for a Win 3 | Defining Excellence in Customer Service Lilly’s Warehouse How to Assemble a Veggie Skeleton
4 | Avoid Getting Your Hands Dirty This Halloween
NO-CARVE PUMPKIN DESIGNS!
creative by using different designs, cutouts for silhouettes, drip paint to create a marble design, or nail polish and water to give white pumpkins a unique and vibrant look. A SPOOKY MONSTER By adding a witch hat, wrapping a pumpkin in cheesecloth, attaching spider legs, or tying on a vampire cape, you can create a pumpkin version of the most popular Halloween monsters. Along with these accessories, you can also use paint, construction paper, and other craft materials to add the details that will make your creation pop! For more detailed directions for these pumpkin designs and more ideas, visit WomansDay.com.
JUST IN TIME FOR HALLOWEEN
pumpkin. Don’t forget to add a few plastic spiders! You can also use string art to create ghostly words or images. Lay our your design with small pegs or nails and wrap the string around them to reach your desired effect. NOTHING BUT NET You can create eerie pumpkins using fishnet stockings. Spray-paint your pumpkin if desired — just make sure the design of the stockings will stand out. Once the paint is dry, cut the legs off the stockings, slide the pumpkin inside, remove the extra fabric around the stem, and use hot glue to secure it. COLORFUL PAINT Painting your Halloween pumpkins gives everyone a chance to participate. Be
Jack-o’-lanterns go hand-in- hand with Halloween, but digging
through the inside of a pumpkin is not something everyone enjoys. If you aren’t keen on cutting open a pumpkin, here are a few no-carve ideas you can try this Halloween! HAUNTED HOUSE Take a few pumpkins, stack them on top of each other, and create a spooky pumpkin haunted house! Then, use paint, balsa wood sheets, and hot glue to create silhouettes, ghosts, windows, and doors for a haunting effect! CREATIVE WITH STRING Use cotton twine and hot glue to create a web-like design on the surface of your
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