Customer Service

Embracing change can often, at times, be difficult. Last month we realized that we needed to make some changes in our day to day operations in order to improve our company metrics. That's why, this month, Earnest Machine is pleased to see our metrics on the rise since July.

Earnest Machine is committed to delivering our customers the right part, in the right quantity, on time, every time. In reviewing our metrics for July, we have identified some key areas where we are underperforming to accomplish our goals. 

Part Accuracy: Our Part Accuracy metric fell from 99.95% (above goal) in June to 99.82%, and we issued a corrective action to identify the root cause of this and to seek out a resolution. 

We’re pleased to share our Part Accuracy metric improved in the month of June! As our customers are aware, we set high goals for our Distribution Performance. In May, our Part Accuracy was 99.79% and in June, we were able to raise it to 99.96%, beating our goal of 99.95%! Back in May, we identified the root cause of the issue, which allowed us to apply effective corrective action.

We have a saying at Earnest Machine for when we underperform: “hug the cactus,” meaning if an error occurs, we own the mistake and make it right. We would not be aligned with our core values if we did not honestly and accurately report our Distribution Performance Metrics to our customers as we say we will do every month.

Earnest Machine kicked off 2020 by exceeding its Part Accuracy and On-Time Delivery goals and meeting our Quantity Accuracy goal. However, Order Entry Accuracy remains under goal; Earnest maintains focus on this metric.

Earnest Machine exceeded its On-Time Delivery goal for the entire year of 2019! Additionally, they exceeded their Part Accuracy goal for the month while Quantity Accuracy fell short. Order Entry remains under goal with an increased decline. As Earnest Machine enters Q1 of 2020, they will continue to focus on improving this metric.

Earnest Machine has exceeded its On-Time Delivery goal for 11 months and counting. Additionally, they exceeded their Part Accuracy goal, though its Quantity Accuracy dipped slightly in November. Order Entry remains under goal, but has increased slightly from the previous month. Earnest addressed some process improvement opportunities with the Sales Support Team, and it appears to be pushing Earnest in the right direction. Sixteen service guarantees were issued in November.

Earnest Machine exceeded both its Part and Quantity Accuracy goals for October! Order Entry remains under the microscope. Earnest experienced an uptick in errors in tandem with a 1200+ line increase from September. Eighteen service guarantees were issued in October.

Earnest Machine has reached its On-Time Delivery goal for the ninth consecutive month this year! Additionally, Earnest exceeded both its Part and Quantity Accuracy goals for September with a 100% for Part Accuracy. As the 4^th quarter begins, the continued goal is to improve Order Entry Accuracy, though in September there was a decrease in errors in tandem with a lower volume of lines shipped resulting in a .01% increase. Thirteen service guarantees were issued in September.