The document discusses a problem where customers were unsatisfied with long wait times of 10 days on average to receive answers to inquiries about products from the company. To address this, product booklets were created summarizing the productivity and standard requirements for various product groups. Salespeople were trained to use the booklets to directly answer customer questions. This led to an 80% reduction in inquiries referred to other divisions, cutting deep inquiries from 350 to less than 70 per year.

1. Title:Realizationof the productivityatCSP'sfactoriestorespond customersmore quickly and
accurately
Executive:SalesEngineeringDivision
Problem:The processof answeringany customer’sinquiry forinformationwastoolong. Customers
were unsatisfiedwaiting onaverage 10 daysfor answers. Thiscouldbe fornew product and/ornew
conditionssuchaschemical composition,mechanical properties,dimensions,tolerances oranyother
newstandard. The frontline salespeople hadtosendthe informationrequestto the SalesEngineering
Divisionandsometimesontothe ProductDivisiontogetthe neededanswers.
Bestsuggestiontoresolve thisproblemwastoprovide salespeoplewithabookletthatdescribesthe
productivityof eachgroupof products andrequirementsof differentstandardssuchasBS,DIN, EN,
ASTMand ISIRI.
Implementation: I completedthe following…
1. Preparedproductivitybookletsfor“copperpipe andtube”,”brasspipe”,“copperstripesand
plates”,“brassstripesandplates”and“brass sections andprofiles”.
2. Trainedsalespeople on howtheycanuse the bookletstoanswercustomersdirectly.
3. Providedthe technical information neededforthe company’swebsite toInformaticsDivision.
Result: There wasan 80% reductionin the numberof inquiriesreferredtothe SalesEngineering
DivisionandProductDivision. The in-depthinquiriesreducedfromabout350 a year downto lessthan
70!

2. ImplementationSteps:
Recognizing of the name and temper of
each product in each standard and the
properties requirement of standards
Purchasing the standards
Determination of properties’ deviation
of each product
Recognition of the productivity of
machineries
Understanding the process of
production of each group of products
Finding different kind of product’s
standards consisting of DIN,BS, EN, DIN
EN, BS EN, ASTM and ISIRI
Process the information and develop the
production booklets
Review sessions with Production and
Quality Divisions to edit the results
Training sales people
and providing them
the booklets
Updating the
information on
company’s website
according to the
booklets