Each department has their own particular objectives, but it’s important to keep in mind our main goal as a company. We need to keep delivering the best products and service we can through strategic business decisions in order to receive a higher revenue than the one invested.
In a world where not only quality but also quantity are both important, such as the industry, it’s difficult to engage people in the importance in quality, not to mention PERCEIVED quality which many times is seen as a “nice-to-have” more than a “must-have” requirement. The problem is it’s no longer a nice to have anymore. As technology rapidly evolves and products in the market get better and better, consumers expect more than an appliance that fulfills a given task, now it’s all about the experience with the product. How much easier does it make my life? How well does it match my house? how does it fit with my lifestyle?
Many times, we know our product so well and get so caught up in numbers and targets that we miss the whole point. I felt most were not grasping the real meaning of Craftsmanship, so I decided to redesign our previous training deck and started spreading the word through Craftsmanship Awareness Trainings.
I added an important part in the training where I try to place my attendees in the consumer’s shoes, I give them the liberty of taking their Whirlpool employee badge off and think like consumers. In the end, we are all consumers. I give them examples of products they can buy outside the appliance industry and ask them to point out the reasons why they would buy one product over another, they automatically state the characteristics we evaluate in our Craftsmanship Method.
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