Quarry Southern Africa May 2019 - Page 42

INSIGHT down the chain again, with somewhere along the line the message getting lost. Solutions are often more creative and cost-effective because the people with the problem solved it themselves. If management has a relationship with the operators and technicians, they will pick up on these solutions and be able to adjust them where necessary. There is yet another channel of communication that is also important for quality, which is unfortunately also frequently neglected. This is communication of quality to the marketing department. If the marketers do not know what they have, they do not know what they sell. They look like fools when they think they are selling one thing and it turns out to be quite another. When marketing staff has confidence in the quality of their product, their sales increase. External communication Better communication with the marketing staff leads to improved communication 40_QUARRY SA | MAY/JUNE 2019 “Transparency in quality builds stable relationships. In a slow economy, stable, loyal relationships are of invaluable worth.” with the customer. You know the saying that concrete can be made of anything, as long as it is consistent? Aggregate consumers go to great lengths to develop mix designs based on results supplied by quarries. But when there is a problem at the quarry, the quarry does not inform the customer. The customer’s mix design no longer works and the marketing person sits with angry customers. This could have been avoided if the customer had been informed that the sand was a bit finer than usual or the stones a bit coarser — they can adjust their mix design to accommodate these differences. There was a time in business when suppliers tended to hide their mistakes. That time belongs to the distant past. Transparency in quality builds stable relationships. In a slow economy, stable, loyal relationships are of invaluable worth. Dinesh C. Paliwal, the president and CEO of Harman International Industries (an international subsidiary of Samsung) and a veteran of corporate turnaround, maintains that “Collaboration is a key part of the success of any organisation, executed through a clearly defined vision and mission and based on transparency and constant communication.”  www.quarryonline.co.za