Frazier & Frazier Industries identifies superior quality as a major piece to providing excellent customer service.

automation for molding, coremak- ing and grinding to keep up with customer demands. But the focus remains on the customer relationship and employee training. “All employees have aspirations and

dreams, they want to be a somebody,” Frazier said. “So we try to make sure we have a place for people to belong. Everything is team-based and we emphasize training.”

Fan Mail At Frazier & Frazier, customer

service means delivering quality parts, responding quickly to requests, and helping problem solve in clutch situ- ations. It supplies iron castings up to 200 lbs. to industries like agriculture, energy, construction, water works and power transmission. “If a customer calls today and said,

‘Look guys, I got to have this part in two days,’ we’ll turn the schedule upside down to accommodate, and I think that’s what we mean by taking care of the customer,” said Lee Ann

Ewing, secretary treasurer at Frazier & Frazier. Frazier pulled out a letter from a

customer from earlier in the week: “Tis is typical of what we get.” Te letter praised the metalcasting

facility for its work on a recent job. “I think we get those because we

are so customer-driven,” Ewing said. “We do what it takes to get them what they need.” Part of Frazier’s customer service is as simple as making himself and the rest of the management available. “A human being answers the phone

here, and they never ask who’s calling because what does that matter? I will speak to anybody,” Frazier said. “We return calls, text messages and emails immediately.” Frazier also emphasizes man-

agement presence on the plant floor. The metalcasting facility has automated data collecting systems in place, but supervisors and manage- ment are encouraged to leave their offices to see, hear and even feel

what’s happening in the operation. “I don’t want a written report, I

want a vocal report,” Frazier said. “If you don’t go out on the floor, you aren’t going to be a world class supplier.” Ewing pulled up a scrap report

from the day before. “Yes, this is in the computer, but

we still take the copy to the floor. We aren’t just looking at a monitor in our office,” she said. “Like Chuck says, we need to ‘get a handful of sand.’” Frazier believes data tells part of

the story, but being physically present at the line can tell the rest. He wants his employees to be able to read the data while also understanding why changes might occur in the statistical trends. He wants them to know how to readjust the inputs and why those modifications would fix the issue. “I want the furnace operator to

know what he’s charging,” he said. “I want him to know he’s not just making ductile iron, he’s making an engineered iron. It is engineered and designed for a specific function. It is

July 2017 MODERN CASTING | 27

Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60