Customer Story: An Opportunity for Improved Satisfaction at Four Seasons Produce
An Opportunity for Improved Satisfaction at Four Seasons Produce
KaiNexus customer Erin Edwards, Continuous Improvement Manager at Four Seasons Produce, gives an example of how an employee-suggested opportunity for improvement resulted in increased satisfaction.
In this video, Erin says...
My name is Erin Edwards; I’m the Continuous Improvement Manager at Four Seasons Produce. My responsibility here at Four Seasons is to support the organization with continuous improvement. My primary focus is within our operations group – the warehouse and packing areas – which includes about 250 associates across three shifts and a 192,000 square foot refrigerated space.
Four Seasons Produce is a leading wholesale distributor of fresh fruits and vegetables in Leicester County, Pennsylvania. We service organic stores, co-ops, wholesalers, chain stores, juice bars, and other produce buyers in the Mid-Atlantic and the North East region.
Our warehouse coordinators are an integral part of our warehouse department. They are responsible for the in and the out of all of the trucks and the drivers. They task work to the floor and answer the phone calls and the emails; they are the hub of the workload in our warehouse operations.
They identified an opportunity for improvement: they had a challenge getting up from their desks to do faxing and scanning, because when they left their desks they missed phone calls. One of their suggestions was getting headsets so that they could answer the phone even when they were away from their desks. We applied this change, and now there are fewer missed calls. They can answer calls from outside carriers, from internal customers, whatever it may be. With this opportunity for improvement, we’ve been able to increase communications.
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