Exchanging ideas can be done with e-mail; relationships require a hands-on touch.
I am always amazed at the lengths that people will go to just to avoid dealing with other people!
Current communications technology is truly amazing. You can chat on the phone with anyone, globally, at any time, whether sitting in an office, driving a car or hiking on vacation. E-mails and instant messaging, the preferred communication method for many, is equally portable thanks to devices such as the Blackberry. And for those who are not technically adept, traditional methods still exist. The U.S. Postal Service still breaks new parcel volume records every year.
But just try to get together in person with a prospective or existing customer, supplier, even a coworker. It can border on the impossible.
It seems to me that the only times anyone wants to see you in person is when they either have a major problem - the kind that requires the rustling of sabers in front of coworkers to save face - or when they want a pricing concession. While I understand these reasons for wanting to talk face-to-face with a customer or supplier, it's amusing to note that in most cases the problem would have never occurred or better pricing would already be in place if those involved had been meeting regularly in person instead of relegating conversations to technological means.
In a global business environment it clearly is not possible to meet in person with every customer or supplier on a regular basis. Most companies, however, still use a sizable number of local suppliers, especially for critical goods and services. It is in these situations that a personal connection could do wonders in reducing problems, improving cycle times and providing the most favorable total cost. And yet, we often hide behind the computer screen or cellphone.
Designers, consider how helpful it would be to meet with your board fabricator and other key suppliers periodically so they understood your needs. Not just your need for a quick turn on your job or panel, but the application and business you are designing for. Regular face-to-face meetings would provide helpful recommendations covering everything from material selection to surface finishes to how to design for high yield manufacturability. Such input could be invaluable and would enable fewer spins of a design and, therefore, faster time to market at a lower total cost. However, it would require taking the time to sit down and chat.
Purchasing agents and buyers, consider the value of the fabricator and assembler working hand-in-hand with the designer to ensure the most cost-effective product be manufactured with the minimum inventory and fastest cycle time. And yet, how seldom does the end-customer want to take the time to meet with all levels of the supply chain to make sure that everyone is reading the same sheet when producing their product?
By delegating the responsibility of communication to technology, time and cost are inevitably going to be spent. I would guess that any time saved by not communicating face-to-face is spent several times over when problems arise that require large-scale damage control meetings.
So why has it become so difficult for people to meet face to face? Some will plead to being too busy. Others will say that all the cutting-edge technology that we are employing to be in touch constantly is brainwashing people to believe that they can professionally excel without personal contact.
But maybe it is something else. Everyone is looking for a silver bullet and too many want to impress with, or justify having, their toys. Maybe we just don't want to admit that something as low tech, simple and subjective as talking face to face can produce results!
I understand that people don't want to get stuck in a conversation. There is nothing worse than hearing someone drone on and on about a subject of little interest. But then again, I have often found that those conversations provide seeds that grow into great ideas or provide critical missing pieces to complex puzzles.
And isn't that what partnering is all about? Building relationships by working and communicating with other people who can share knowledge, ideas and abilities so all involved prosper. While exchanging ideas can be accomplished with technology, building relationships requires more. Building relationships requires commitment: Commitment of time, commitment of thought and, most of all, commitment of effort.
The next time you find yourself attempting to avoid meeting a persistent person, stop for a moment and think instead about what you might gain and the profitable partnership that may grow. PCD&M
Peter Bigelow is president and CEO of IMI (www.imipcb.com); This email address is being protected from spambots. You need JavaScript enabled to view it..
