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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


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