Advanced Technology Services UK Newsletter Jan 2014

The newsletter from Advanced Technology Services UK

ProActiveJANUARY 2014

Earn pound1000 when you

introduce ATSSee inside

Wishing you all a happy and successful New YearDerek Hill - Managing Director ATS UK

02

Derek Hill looks at why we use

the Net Promoter Score (NPS) to

measure customer satisfaction

and feedback and how does

it help us improve

ldquoNPS is used by ATS because it is an

internationally recognised benchmark

that can assist us Not only understanding

how our customers perceive us but also

helping us to identify ways to improve the

service that we provide To retain and grow

our customer base we must show that we

deliver the best service in our industryrdquo

The Net Promoter Score (NPS) is a customer

loyalty metric which provides a benchmark

against organisations large and small

globally The survey works out if your

customers are promoters or detractors

through the simple question ldquoWould you

recommend ATSrdquo

How a person scores on the 1-10 scale

can be separated into

Promoters (for those who score between 9 and 10)

Neutrals (for those who score between 7 and 8)

Detractors (for those who score 6 and below)

The score is then calculated by calculating the promoters - detractors

03

Because detractors are deducted getting

a high score is challenging A negative

score is common a score of 50 is

deemed to be good 60 is excellent and

70 world class To compare in 2013

the Apple iPhone achieved a 70 score

and Amazon a 69 score The highest

scorers were USAA Insurance with 80 and

Costco with 78

Using the feedback we can look closely

at customer satisfaction which then allows

us to become engaged in our customers

business - understanding their business

drivers operational strategies and goals

We can use feedback to identify areas

for improvement ways to demonstrate

value Our customers must see ATS as

more capable and more disciplined than

our competitors By linking improvements

in our metrics to the customer results we

can show clear improvements This allows

us to improve our relationships and earn

the trust of our customers Remember

ldquowhen we have operators that win over

the customer that gain the confidence

of customers the customer not only

becomes an advocate but also a loyal

customer which is what we strive forrdquo

Over the last year Steve Harnett the

ATS Site Manager at Eaton Titchfield has

focussed on improving awareness and

engagement of stakeholders Harnettrsquos

team have also focussed on critical

machines and a programme of planned

continuous improvement activities

The ATS Titchfield team have definitely

impressed Eaton over the last year as they

scored +83 in the latest survey

Armondo Tellez the UK Operations Director for Eaton Aerospace and responsible for the site at Titchfield commented that ldquothe high levels of customer service

achieved by ATS not only provided a level

of confidence for himself but also the rest

of the operational team The good supplier

relationship and ATS performance has

enable ATS to assist the site with regards

to improvements in the operational

performance in 2013 involves trust open

communication and a willingness to go

the extra mile - ATS have shown they can

deliver thisrdquo

At Eaton in Havant their initial NPS score

in January 2010 was -875 By November

2013 this had been turned around to +71

a remarkable achievement The focus

was to make Safety a priority gaining

the team confidence across the site

The ATS Site Manager for Havant Allen

Castro noted that ldquoit was necessary

to manage expectations so that the

customer recognised when we agreed to

an activity it would be completed but ad

hoc requests or demands whilst important

could no longer take priorityrdquo

Mark Foreman Site manager of Eaton Havant agreed saying ldquoThe changes

made by ATS over the last year have

been well received There is now much

better communication on all levels and

confidence in the service providedrdquo

Mike Ford ndash Open guarding

Congratulations to Mike Ford ndash Supervisor

at Eaton Titchfield for winning Hazard of

the month in November Whilst carrying out

a Pre-Task Analysis Mike noticed the rear

hinged guard on the machine had been

left open despite the fact the machine was

switched on and running at the time This

carried a significant risk as it meant that

anyone could gain full access to the rear

of the machine whilst it was in operation

potentially causing a fatal crushing injury if

entered Mike immediately stopped and

isolated the machine securing the hinged

guard with tamper proof bolts to prevent

it happening again Mike also duplicated

this improvement on the T0292-A machine

as the hinged guard on this was not fully

secured A great spot of an immediate

danger combined with an instant

engineered solution - well done Mike

Live safetyOur first priority

04

HAZARD OF THE MONTH

WINNER

ATS Supervisor Mike Ford

Critical findsPreventative Activity save considerable downtime amp scrap at CAT

A work request for an electrical fault on

Machine 2191 Spline Miller on Cell 93 at

Caterpillar Wolverhampton was received as

the machine would not run due to a tripped

breaker After resetting the breaker Kevin

Barrow (Technician at Wolverhampton)

and Andy Plant (Supply Specialist at

Wolverhampton) stopped by the machine

to verify it was working correctly and give it

a brief overall inspection

During the inspection it was found that

the belts were badly worn due to a loose

pulley on the rear of the machine The

team quickly took to changing the belts

from stock and the machine was back in

operation within the hour

Had the belts snapped the cutters

would have stopped and the machine

continued to feed potentially breaking

the cutter and scrapping the part

This would have caused considerable

downtime and expense but was avoided

due to the diligence of the ATS team

working on the machine

05

Andy Plant (left) and Kevin Barrow (right)

During a customer audit at Caterpillar

Wolverhampton in December it was raised

that operators were removing the Perspex

guarding on the Orange wash in assembly

in order to gain access for oil samples

This saved time for the operators but it was

creating a potentially hazardous situation

ATS were asked to investigate this further

and find a solution that made the process

safe and efficient

Within the same day the request was

made the ATS team designed and

manufactured a hinged flap which

would allow the operator to access the

oil without removing the Perspex screen

The hinge was fitted and trialled the same

day with minimal effect on production

The customer was delighted with the

results and this is reflected in the Customer

Satisfaction card received

06

Delight customers

Rapid response at Caterpillar Wolverhampton recognised

07

Delight customers

The performance review process is important to ATS as it is a key part of developing our employees and therefore our business

Ginny Baker is our HR Manager of

Organisational Development based in

Chicago Ginny is responsible for succession

planning performance management and

organisational design strategies One of

the most recent talent projects that Ginny

has been involved in is the redesign of our

performance evaluation process which

was announced in November 2013

The redesign was in response to our

employee engagement survey results which

indicated that many of our employees

wanted a more effective performance

review process A number of employees

stated that the evaluation form was difficult

to navigate and cumbersome to complete

Others expressed concerns about the

relevance of the review categories and some

asked for more frequent and meaningful

performance feedback

Ginny Baker HR Manager

Developing people

08

Performance Review Changes 2014

Some of the key changes include

bull The performance cycle has been set from January to December each year

bull The review categories have been revised to focus on skills and abilities improving the relevance of the performance review content

bull Merit increases are being given at a separate time from the performance evaluation allowing managers and employees to focus solely on performance and development

bull All employees will now have a common focal point review date in 2014

One of the advantages to the focal point

system is that individual performance is

more closely aligned to organisational

objectives and results

Ginny Commented ldquoThe new performance

management system in Workday reflects

the efforts and input of many individuals

across all levels of the organisation Ease of

form navigation and the relevance of form

content were two major concerns with our

previous system The new performance

review format in Workday represents a real

improvement in both those areas

ATS is of course a continuous improvement

organisation The next year will be spent

gathering feedback on the new performance

management processes with the intent of

implementing further process enhancements

based on employee feedbackrdquo

09

10

Dave Swain Ben Davies and Emily Mathews

recently participated in a customer driven

5-day Kaizen event at Eaton Brierley Hill in

November 2013 The event took place in

the D7 Arc area and ATS were asked if they

could support the customer The objective

was to generate Lead Operator standard

work update and create new Preventative

Maintenance schedules generate new

TPMrsquos for operators and design and agree a

new layout for area The team also carried

out numerous problem solving activities

which identified several root causes to some

of the on-going issues cell operators had

been experiencing Both ATS and Eaton

achieved significant savings from the event

and Eaton already have plans to carry out a

follow up event supported by ATS in 2014

Enhanceprocesses

Successful Joint Kaizen Event at Eaton Brierley Hill

11

From Left to right Richard Brookes - Tony Cartwright - Paul Gorman - Gavin OrsquoShaughnessy -

Jeff Nelson ndash Ian Reece - John Palmer ndash Dave Swain ndash Emily Mathews - Ben Davies - Dale Webb

- Ali Yafie - Dan Kavanagh And Sitting Angela Hayes Sinclair - Kanti Patel - Naz Mohamed

Enhanceprocesses

12

Driving inn vation

Small Changes - Big Impact at Eaton Titchfield

Innovation does not necessarily mean a

complete change to thinking or design it

can be a simple improvement to the way

we work which improves the activity or

process and delivers enhanced value for

our customers

At Eaton Titchfield they are trialling an

innovative approach to 5S which they

have adopted from one used across

Eaton This would involve replacing the

current audit sheet with a visual quick

assessment using photographs and a red

amber green scoring

A sample of the Eaton inspired 5S audit is

shown opposite

James Milne of Titchfield noted that the

old audit sheet did not account for all

work areas in particular the office and

procurement the new process will and can

also be completed more quickly reducing

time and cost ATS Titchfield are currently

testing the new approach to 5S in the

machine shop and will roll out to the site if it

is felt to be working in the New Year

This innovation taken from our customer

Eaton may seem simple but it will

reduce audit times and improve visual

management on site

ATS Technician - James Milne

1113

ldquoATS UK have been awarded the coveted

ldquoOne to Watchrdquo status from Best Companies

for the second year

The accreditation for ldquoOne to Watchrdquo

is determined by a focus on workplace

engagement To be considered for this

award a confidential employee survey is

undertaken the results are then analysed

by Best Companies who award a rating

depending on how engaged employees

are Thank you to all of those that

participated in this independent survey

and provided feedback

Our mission this year is to use the feedback

and guidance from the surveys to further

improve our employee engagement at ATS

We are proud of the improvements made

over the last year and recognise this is part

of our continuous improvement journey and

needs to remain a top priority

Our goal in 2014 is to achieve a star rating

with Best Companies which will move us

from being in the ldquoOne to Watchrdquo category

into the ldquoBest Companiesrdquo categoryrdquo

Derek Hill Managing Director ATS UK

Demonstrate leadership

ATS UK wins Best Company One To Watch for the second year

14

Stefan Korn - Achieves excellent cost savingCongratulations to Stefan Korn Technician

at Eaton Havant for winning cost saving of

the month in December 2013

Due to permanent use heavy handling

and an oily environment on test rigs 0747

and 0750 components such as push

buttons switches and the indicator lamps

had become very worn and unreliable

Wiring attached to the components

was also worn and brittle which would

have eventually failed completely had

they been left During 2013 there were

7 different breakdowns relating to poor

components on the rigs each with an

average breakdown time of 16 hours In

order to eliminate this downtime Stephan

has replaced all the component parts and

old wiring as well as positioning the wires to

allow for easy rectification in the future

COST SAVING OF THE MONTH

ATS Technician - Stefan Korn

15

In December Steve Sale Site Supervisor

at Eaton Reddings Lane led a two day

predictive analysis event using Ultrasonic

equipment to locate air leaks in and

around the factory Using specialist

equipment Steve was able to detect

13 air leaks which were repaired within

two days and a further 2 leaks which

have been highlighted to the customer

for further improvement The 13 air leaks

were all repaired within two days and

the results delighted our customer A level

1 cost saving of pound669842 was achieved

and plans are being made to carry out

a follow-up event in the New Year

Ultrasonic Analysis at Reddings Lane creates cost saving

ATS Supervisor - Steve Sale

16

Billy Whiting wins the ATS International Outstanding Employee of the Year Award

Huge congratulations go out to

Billy Whiting who has this week won the

overall ATS Outstanding Employee of

the Year Award against tough global

competition This is testimony to his

outstanding contribution to the business

over the last year Billy was a deserving

winner of the overall award 1of 14 across

the whole of ATS it is great that so many

of our UK team got recognised Further

recognition and congratulations go out

to the other nominees from our team in

the UK that were highly commended

bull Allen Castro

bull Paul Setterfield

bull Tracy Coombes

bull Karen Mattingly

bull Andrew Grace

bull Emily Mathews

bull Mike Ford

bull David Hikin

ATS Global

17

Advanced Technology provides 24x7x365 support worldwide

When you contract with some of the

largest manufacturers in the country you

learn that saving time means saving money

Thatrsquos coming from Jeff Owens president

and CEO of Advanced Technology

Services Inc 8201 N University St a

company that provides maintenance

and technical services to firms such as

Motorola Eaton and Borg Warner

Spun out of Caterpillar Inc in 1985 ATS now

does $300 million in annual sales with 3000

employees mdash 300 of them in Peoria

In an effort to be more efficient for the

companyrsquos clients Owens touted a new

ATS program called e-Factory Connect

ldquoItrsquos a help line for factory floor equipment

Clients can call us from anywhere in the

world to get helprdquo said Owens

ldquoWhen an assembly line goes down at a

national company it comes at a huge

costrdquo he saidldquoWith this program we

can solve problems in minutes instead of

daysrdquo said Owens recalling the practice

of flying an employee to a site to do

troubleshooting

Some of the top technicians at ATS work at

the e-Factory Connect desk Using modern

technology theyrsquore able to peer into the

mechanical brains that run machines at

remote locations without leaving the Peoria

office he said ldquoThese are super-techs They

can fix virtually anythingrdquo said Owens

Pete Franciskovich is one of these

technicians After 28 years at Caterpillar

Franciskovich a training specialist went

to work for an East Coast firm for five years

before finding a home at ATS where he

now helps others learn to troubleshoot

ldquoYou canrsquot be afraid of changerdquo he said

pointing to an array of training consoles

designed to help spot problems

eFACTORYCONNECT

18

CONTINUOUSIMPROVEMENT

Live SafetyDelight CustomersDevelop PeopleEnhance ProcessesDrive InnovationNurture RelationshipsDemonstrate LeadershipDeliver Results

CULTURALCOMMITMENT

A Way of Business A Way of Life

pound1000 BONUS is waiting for you Did you know that there is a pound1000 bonus available to all staff for the successful introduction of new businessSo if you have a contact in another manufacturing company that you

believe would benefit from working with ATS simply contact Keith Edmonds

on kedmondsadvancedtechcom

January

Karen Mattingly 0201

Mark Deveney 1301

Steve Harnett 1901

Martin Holden 2301

Colin Samson 3101

February

Tim Austin 2402

Allen Castro 2702

Mike Ford 2602

John Greenwood 1802

Charles Petty 1302

19

Purchasersquos Puzzle

Happy New Year I am pleased to announce there were two winners from November Ella Burns (Kettering) and Chris Smith (Brierley Hill) they will split the prize money

For your chance to win a pound25 Amazon Voucher take part in this monthrsquos Purchasersquos

Puzzle The first letter from each of the answers will spell a well-known TV programme

that recently celebrated its 50th anniversary Once you have worked out the name

of this popular TV show just email your answer to gturneradvancedtechcom by 28 February 2014 Good Luck

Winner - Ella Burns

Winner - Chris Smith

1 Which fabric derived its name from a middle eastern capital city

2 Dan Aykroyd Rick Moranis Neil Young

Jim Carrey and Mike Myers all grew up in which Canadian province

3 The most populated city on earth is in which country

4 Which is the largest of the Canary Islands

5 Which city was the capital of England during the English Civil War

6 What was the capital city of Portugal between the years 1808 and 1821

7 What is the capital of New Zealand

8 By what name are the Sandwich Island in the pacific better known

9 Which European city was called Christiania from 1624-1924

9 8 7 6 5 4 3 2 1

wwwadvancedtechcom

Advanced Technology Services UK LtdUnit 4 BeechwoodCherry Hall RoadKettering Business ParkKetteringNorthamptonshireNN14 1UE

Phone +44 (0)1536 311650

Email infoadvancedtechcom

Key Contacts

Managing DirectorDerek Hilldjhilladvancedtechcom +44 (0) 7789 900735 - Mobile

Sales amp Marketing Keith Edmondskedmondsadvancedtechcom +44 (0) 7775 801356 - Mobile

Continuous ImprovementSteve McCarthysmccarthadvancedtechcom +44 (0) 7824 307715 - Mobile

Human ResourcesGemma Turnergturneradvancedtechcom+44 (0) 1536 311657 - Direct+44 (0) 7527 289917 - Mobile+44 (0) 1536 416965 - Fax