SmithCraft Signs, a leading custom architectural signage company based in Phoenix, Arizona, designs, fabricates and installs for customers in medical, retail, government and hospitality. Nicole Bergstrom took over as President at SmithCraft a few years ago and while she was familiar with the business through a family connection, she did not come from a manufacturing background. When she joined the organization, she observed that mid-level management was frequently preoccupied with solving day-to-day production and customer issues.
In contrast, production staff was underutilized and did not feel empowered to make decisions. Driven by her interest in Lean principles and desire to improve the working environment, Bergstrom enlisted the Arizona MEP to train the entire staff on Lean basics. Since that initial training, Bergstrom has sent many team members to Arizona MEP Green Belt and Leadership Development classes. These efforts have resulted in significant cost savings and improved operational efficiency.
Transforming Operations
Arizona MEP began working with SmithCraft after the Chief Operating Officer attended an Arizona MEP Financial Literacy class that teaches how to use KPIs to measure, improve and gauge company performance. During the class, the COO learned about Arizona MEP’s Overview of Lean workshop, which helped answer one of Bergstrom’s central concerns. “I knew enough about Lean to be excited about it and the value it brings, but I'd never done a Lean rollout before,” said Bergstrom. “The big question was, ‘How do we successfully implement this concept company-wide?’ Partnering with Arizona MEP, where they've successfully implemented lean concepts for other manufacturers, seemed like the ideal solution.”
The workshop teaches the basics of lean, providing a baseline understanding of concepts and how you can apply them throughout the company. SmithCraft is still in the early stages of implementing Lean. Bergstrom sees improvement in the production team’s use of structured problem-solving to vet solutions to problems rather than passing the problem off to managers.
Delivering Savings and Sustained Continuous Improvement
Following the success of the company-wide lean training, Bergstrom and four other leadership team members participated in the Lean Green Belt certification course. This five-day course teaches company leaders how to support improvement efforts and become advocates for change. Attendees apply what they’ve learned in breakout sessions to real-world company improvement projects. SmithCraft developed a routine vehicle maintenance program during the class to ensure timely oil changes and other critical vehicle and equipment maintenance tasks. The company estimates cost avoidance of over $300,000 by extending the lifespan of company vehicles and reducing the need for expensive new equipment.
Leadership Development: Turning Challenges into Opportunities
Leadership development is another crucial focus for SmithCraft. To support this initiative, seven employees participated in Arizona MEP’s Leadership Development Program. The program teaches employees recently promoted from production to supervisory positions the soft skills they need to succeed. During this time, Bergstrom learned she would need to replace her current Plant Manager, who retired sooner than expected. His replacement gained skills in the program that helped him transition to his new role. Bergstrom credits the class in helping retain two employees.
Continuous Improvement Processes Lead to Lasting Success
Arizona MEP’s work with SmithCraft has been instrumental in driving the company’s transformation. By embracing continuous improvement, investing in employee development, and focusing on operational efficiency, SmithCraft is poised to harness the full potential of its hardworking team, ensuring that every effort contributes to meaningful progress and continued growth.
Bergstrom concludes, “The Arizona MEP has been a blessing for our company. In every interaction with them, I have been impressed with their professionalism, follow-through and commitment to helping our business succeed. I can't say enough good things about how the Arizona MEP has improved our business.”