Making the Invisible Visible: How Companies Win with the Right Information, People and IT

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Manufacturers also save money by streamlining the purchasing process.

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People are looking for partners who can help with that versus just supplying products. After a manufacturer begins generating data for cutting tool optimization, this data enables the manufacturer and distributor to focus their efforts on reducing costs in areas that generate the biggest impact. The control and visibility you get starts to improve the way you apply your efforts.

According to Welch, tool consumption information spotlights trends and enables data analysis so manufacturers can make sound business decisions and identify opportunities for improvement. Welch concurred that establishing a system allows toolcrib personnel to focus their energy on more value-added tasks rather than chasing a stock outage or going off-site for a needed item. Ultimately, end users want to save money and enhance efficiency and product utilization with a tool management system.

A modern airplane is complex. This dependability is accomplished with technology onboard the plane—and behind the scenes. Lufthansa Technik AG understands that expandable and flexible manufacturing systems and transparent manufacturing data are essential when producing high-quality parts for its commercial and government jet aircraft.

More than 1, employees are involved in the business unit at the Lufthansa hangar in Hamburg, Germany. A pool of about 2, different, complete tools is available for machining the parts, which have prismatic and free-form surfaces. However, the distribution of data from Edgecam to the Zoller system to the machine control resulted in redundant data management. This led to increased inefficiencies and contained potential error sources because of the need to manually reenter data.

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Making the invisible visible

With the interface from Edgecam to TMS already established, Lufthansa linked the tool memory of the CNC machines and the Zoller presetting and measuring machine via the Zoller database. This ensured data consistency from the CAM system to the machine tool. What if I never had the opportunity to experience their service? They would be invisible. I might consider another computer company for my next purchase because I never experienced how good they are.

Health insurance companies are another good example of invisible customer service.

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You stay healthy for several years. How easy will it be for you to make a claim? How quickly will that claim be paid? I recently had the pleasure and honor of working with AvMed, a health insurance company based in Florida. They are incredibly customer-focused. They care immensely about their customers, whom they call members, and their health. And, they want them to know it.


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They proactively pick up the phone and call them. They let them know how to take advantage of the services they offer. They suggest ways to save money and stay healthy. This is after the sale. This is to prove that the member made the right choice. Other times you have to prove it or remind your customers. How can you show your customers that they made the right choice to do business with you, so that the next time they need what it is that you sell, they think of you?

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In other words, what keeps your customer service from being invisible? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Thanks for sharing! I recently had a situation that seems to fit what you are saying.

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Next, Arno shared with the audience her personal experiences working with individuals with Down syndrome. According to Arno, many people assume those with Down syndrome can only work in cafeterias or mailrooms, but that is the furthest thing from the truth. Inclusion is when you get invited on the dance floor.


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  8. For Segall, a hospital serves as the perfect metaphor when thinking about recruiting people on the autism spectrum, or any other disability. In a hospital, you have everything under the sun: retail, food service, healthcare support and high-level jobs. He posited a place like Coca-Cola is very similar: there are lots of different kinds of jobs that provide an assortment of opportunities for a wide range of abilities, skills, interests and skillsets. As an example, he shared a story about a Chicago-based computer science company that leveraged the strengths of people on the autism spectrum to perform software development product testing.

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