Listers: delivering the goods g05 fabricator of the year still striving for perfection

Having moved to its 90,000 sq.ft facility some 18 months ago, Mark Warren has seen a marked improvement in Lister Trade Frame's performance: 'The advantages of having all our staff under the same roof are manifold. Communication between departments is instantaneous. This enables us to change and adapt to our customers' requirements very quickly'.

'I strongly believe in being honest with our customers. We work hard with them to help them to rectify any problems. As a result, our customers trust, and come back to us', says Mark.

'When we first moved to these premises, it was the staff who organised the layout of the factory floor and machinery. We are really proud of the systems they have implemented as they work so well'.

'Our computer system is another example: we have a fully tailor-made software package, designed and tested by our own IT department. Often, when companies buy IT solutions, they buy existing products with add-ons. Our IT team worked on a solution that was custom-built to our own specifications and to Lister's way of working.

‘Everyone here fully deserves the plaudits that winning G05 has afforded us'.

Composite doors

In partnership with WHS Halo, Listers have now moved into the composite doors market. 'Panel doors are finished' says Mark, 'but - like with the early days of double-glazing - it is a question of educating the end user'.

'To me, it's amazing that people are prepared to pay top dollar for quality windows that they will open and close, sometimes as little as once a year, whereas they will happily buy the cheapest front door they can find.

‘A front door leaves visitors with a lasting impression of your home, and it will be opened and closed at least 2-3 times a day, everyday'.

'The security benefits of composite doors and our Millenco hardware, are key factors in winning over end-users. We have been working with Millenco many years, through our long relationship, they continue to offer us excellent service.

Everyone here fully deserves the plaudits that winning G05 has afforded us

'We used to offer three types of door hardware: economy, middle range and premium. However, a few years ago we decided that we could drastically reduce call-backs and secure better prices on premium hardware by fitting it as standard', says Mark.

Right First Time (RFT) and On Time in Full (Otif)

Another area where Listers has recorded impressive results, is in transport and delivery. There is no point in producing a top quality product, if you are going to let your customers down at the delivery stage. Andrew Gray, Listers Operations Director, worked closely with their Quality Manager to develop a recording system for deliveries which, while demanding for the transport department, would ensure excellent deliveries for customers:

'We make between 150 and 250 deliveries every month, that's around 16,000 items, and if just one item is missing or broken it is recorded' Says Andrew. 'Not only that, but if there are two items missing from one delivery they are counted as separate failures. Our own self scrutiny in this regard is vital to keep our standards high'.

Almost perfect

Over the last 12 months Listers delivery KPI's regularly show over 97% success rate. A remarkable figure when you consider that they are including a broken sealed unit or even a single trim as a failure. Even more amazing is their latest result for February 2006: 99.98 % successful deliveries Right First Time and On Time in Full. That equates to just three failed items out of 16,000 in a whole month.

Andrew Gray makes the point that 'The result has to be credited to the dedication of our Transport and Delivery team. We set the criteria for success very high indeed, but they have demonstrated what can be achieved. I just can't believe they failed on those three items! We could have had perfection!' he added, with a smile.

This is a good example of a company not just having 'buzz words', but actually making them a part of the business culture to the people who can really make a difference. And that certainly does make a big difference when it comes to serving customers well.

It was Listers focus on constantly improving their business that helped them to win the G-05 Fabricator of the Year Award last year, and they have certainly not let up on the pressure since. In this difficult market it must be one of the main reasons for their continuing success.