SUMMERLIN, NEV. (Aug. 18, 3:40 p.m. ET) — In this installment of Plastics News' Lessons in Leadership video series, Ray Burns, president of Mack Molding Co.'s southern division, tells about the four-point plan that the company adopted to measure its performance in achieving “total customer satisfaction.”
Mack created a “customer satisfaction index” that assessed and revised the company approach to quality, delivery, customer feedback and ranking. The index became a “turning point” for the company, Burns said.
Mack Molding is a leading supplier of contract manufacturing services and injection molded plastic parts to companies in a range of industries. Based in Arlington, Vt., Mack operates six locations in the United States.
Burns was interviewed at PN's Executive Forum in Summerlin. The forum included a leadership workshop, where industry experts shared their philosophy on management best practices.