Archive for the ‘Quality’ Category

Reflection & Thank You

Monday, December 19th, 2016
As we wind down the year and look back, it was definitely a year fraught with twists and turns.  Could anyone have imaged 2016 would have brought us Brexit or Trump?  Or taken away such larger than life pop culture influencers like Prince, Bowie, Za Za or Muhammad Ali?   It has been all rather dreamlike and I’m not sure when we will wake up. At Eagle, though, we would take this opportunity to say thank you to all our team members.  You have worked tirelessly, silently and even though we don’t always have the chance to stop and talk, we want you to know how much we appreciate your commitment to the company, the pride you bring with every box and case you package and in every shipment that leaves our door.  Our team is, and always will be, the heart and soul of this company. The volatile events of this year have occasioned concern and confusion among our team regarding their place in the United States.  As a company, we do not define anyone based on religion, ethnicity, country of origin, gender or other life choices.  We hope we will always have a peaceful union, one that we can perfect together, as a culture, community and civic society.  It is our shared responsibility to work together and support each other.  We wish everyone a happy, safe, peaceful and wondrous holiday season!

A-Musing about the Seahawks

Saturday, October 8th, 2016
Everytime I think about the Seattle Seahawks, I can’t decide if I’m naively optimistic about them, or cautiously pessimistic… And here’s why… Sometimes they are amazing, and sometimes, well, you know….  And it’s a franchise and a “profit center,” so I’m even more puzzled.  If our Customer Service team approached every interaction we have with our customers the same way the Seahawks play a game, what would that look like?  Would somedays be Outstanding customer support, other days, mediocre?  And who decides how the interaction will go?  The customer, the tone of the email, what you did last night?  I’m no sports buff, but I see parallels in providing great customer service and providing great entertainment.  The seattlite in me cheers and waves for our Hawks, but the business person inside me says…. Let’s be consistent, make every encounter count and be the one that elevates the game!

Conducting a Blind Tasting

Monday, June 13th, 2011
Conducting a blind tasting takes an assortment of skills and a variety of characters.  First, the skills:
  1. Analytical – what do you present to the taster in order to showcase your specialty or unique opportunity?
  2. Organization – how do you present the items to the taster so all items have an equal opportunity to be tasted and evaluated?
  3. Evaluation – how can the taster record and reflect on what they are tasting in order to articulate why they prefer one taste over another?
  4. Presentation – How do you keep it engaging and interesting to the taster?
Now, to the characters
  1. The Innovator – This person likes to “play it by ear” and prepare the tasting on the go.  They typically have a passion for creating something and showing everyone how good it can be.
  2. The Measurer – This person will measure every ¼ ounce using some measuring tool.  They are precision oriented and need each quantity to come out the same.
  3. The Planner – This person will plan the tasting down to last sip and may have a problem if the order needs to be adjusted or changed
Over the next few posts, we will evaluate these issues.  Conducting a taste test is fun and engaging, but it takes a lot of work.

24/7 Quality Control

Thursday, June 10th, 2010
Managing quality control is a 24/7 job. It is easy to think that managing quality is all about making sure the right product, with the right label, ingredients, color, etc is packaged and shipped. But it is more than that. Quality control is also about instilling team pride. Every team member needs to feel proud of the job they are doing, the customer they are working for and the product they are making. If they don’t feel pride, quality inevitably declines. As a company we have to manage quality and personal job pride on a daily basis. In order to achieve high quality and high levels of job satisfaction, we try and reward the team when they do the right thing and hold them accountable for when they don’t. Mistakes happen in every job function, as no-one is perfect, but continuous mistakes mean lack of initiative, lack of pride and most important, dissatisfaction in the job itself. At Eagle, we try and make sure that everyone feels they are doing a job that is worthwhile. The management team meets daily with Production Supervisors, training is held frequently and continuously and most critically, the lines of communication to management are open and direct. When our customers receive a quality product, we want them to know it’s made with pride.