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Striving to make things better is a clear characteristic of the culture at WRG. It is a philosophy that is embedded in our Values, Vision and Mission and is consistently reinforced by our leaders as one of the keys to our future success. Keeping things simple, we have labeled this attitude and process our Continuous Improvement effort.
We nurture our Continuous Improvement effort by being true to four fundamental beliefs:
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Everything we do must be judged from the perspective of our customers;
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Our team members are the source and vehicle for creating and delivering high value solutions to our customers' needs;
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No matter how good others tell us we are we know that we can always be better; and,
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Improvement requires focus on the nuts and bolts of what we do and how we do it.
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A clear process is in place for us to use to apply these beliefs to real world situations and to bring value to our customers. An example of one of our most significant improvement projects to date is an effort called "The Last Mile".
What is the “Last Mile”?
The Last Mile is an extension of the operational excellence we have developed through the application of our Continuous Improvement System. This system focuses on providing our customers exactly what they need, when they need it, the way they need it. Several years ago, Brian Walker, Herman Miller CEO, recognized that some customers were not experiencing the full benefit of Herman Miller improvements in manufacturing, such as improved delivery or quality. He saw the need to focus on distribution and installation processes and thus connect the work all the way through to the “Last Mile”. Since that time, we have worked closely with Herman Miller to integrate that focus into our efforts, too.
Workplace Resource Group is driving significant improvements and efficiencies in our project management and installations and making the work better for our installers. This is possible not because they simply follow a prescribed "recipe" but rather because they have been trained to identify struggles and waste and solve problems on an ongoing basis.
Benefits to our customers include:
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Cleaner, safer site conditions – no trash on the floor and only the product that is needed each day for installation. This also results in less damage to the facility during the installation process.
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Shorter and more reliable schedules – because of improved flow, more product can be installed each day and the result is very predictable. Schedules that previously required excessive overtime and cost can be accommodated in a normal work day.
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Improved visibility and peace of mind – customers can see completed work stations within a much shorter time. This allows the ability to respond much more quickly to issues, in the unlikely event they should occur.
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Improved quality – since many of our deliveries go straight from manufacturing to the job site, much of the handling and opportunity for loss or damage has been eliminated.
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