I wanted to provide a brief update as it relates to the technical support provided to your teams. The technical team has been hard at work providing world class service and solutions to our sales teams and more importantly our customers. I wanted to share a few of the goals and deliverables that you can expect from our joint effort across the USG Boral network of technical experts. We met in September and put together a list of priorities and objectives that will help further serve the needs of USG Boral. Below is a list of some of the major objectives the team is actively working to accomplish;
· Technical Request Form: The attached document is a form that will help our various technical experts properly understand the requests being made and prioritize their work load. We are asking that you send this to your field sales people as a means of communicating their requests as they come in from our customers. This form is to be used for major requests such as:
§ Certification Requests
§ Fire Assembly testing
§ Acoustical testing and certification
§ Structural calculations
§ Electronic details and drawings (shop drawings)
o Simple requests that can be handled via a phone call or simple email can be accomplished as such and do not require the form.
· The development of Training Courses on 5 Basic Knowledge requirements of all our sales people. These are training classes and materials that you can use to help train all of our customer facing sales people (Architectural and Transactional Sales people). These classes are to be delivered live and will include a hands on component to help reinforce learning. The focus and format of the training is to help people understand the What and the Why and the How. What do we want them to know, why do they need to know it and how do they use it to sell our solutions. The courses are focused on these topics:
§ Fire
§ Sound/ Acoustics
§ Mechanical/ Structural
§ Sustainability
§ Thermal Comfort including Mold and Moisture
· Centralized Technical Database: We are developing a central “Cloud” database that will house all of our technical documents such as certifications, test reports, CAD drawings and details, structural calculations, acoustical test reports and project opinion letters. This database will be used to help our sales people respond to our customers in a much or efficient and expeditious way.
There are a 3 other initiatives the team is working on but I think highlighting these three major points will help you understand how the technical team is working to support our sales teams and customers.
Please let me know if you have specific questions or ideas on how we can make our world class service better.