Chatfield Global's "Keep" Work: Fortifying Duratrack's Future | Duratrack Case Study Part 4
Case Study: Chatfield Global LLC and Duratrack
Part 4: Chatfield Global's "Keep" Work: Fortifying Duratrack's Future
Introduction to "Keep" Work
Chatfield Global’s “Keep” work is centered around ensuring a business's long-term success. The strategic planning and change management efforts at Duratrack focused on sustaining the people, process, and technology changes made in the business to deliver that objective. Aligning change efforts to long-term business objectives embeds a commitment to the company's future direction, drives employee satisfaction, and promotes the growth and development of individuals, teams, and the company as a whole. By implementing comprehensive strategies and actively managing resistance to change, businesses can create a sustainable environment where everyone thrives.
Importance of Standard Operating Procedures (SOPs)
Updating and cementing Standard Operating Procedures (SOPs) have become a critical milestone for Duratrack. SOPs document best practices and provide detailed, step-by-step instructions for performing job tasks. SOPs are especially vital as Duratrack hires new employees, plans for retirements, shifts team roles, and implements a cross-training program. SOPs serve as an essential training resource both in the office and on the shop floor. Katie Golub, a Chatfield Global HR Consultant, shares, “I am consolidating existing materials and simplifying processes into a Front Office Manual that will standardize the work that's done in Customer Service, Accounts Payable, Accounts Receivable, Human Resources, and by the Office Manager. The purpose of the Front Office Manual is to streamline daily tasks, ensure tasks are completed consistently and regularly, and provide instruction for new employees while driving efficiency and delivering exceptional results for employees and customers. Old ways of operating were becoming too complicated and needed a refresh.”
HR Audit and Culture Change Management
Duratrack is also undergoing an HR audit to confirm compliance. This audit is a crucial step in maintaining a legal and ethical workplace. Updating the employee handbook, and rolling out new positive policies regarding safety and PPE, among other things, continue to demonstrate to employees that Duratrack cares about them. Additionally, Chatfield Global is facilitating culture change and coaching the department heads in leading and modeling change so the changes they implement stick. Becky Foster, who works in Accounting and Logistics at Duratrack, expresses her positive experience, “My experience with Chatfield’s work here at Duratrack has been very positive and enlightening. Our trainers are incredibly knowledgeable. I’ve put much of our training to use in my personal life as well as in my work life. I’m excited to see the transformations taking place at Duratrack, whether it be our updated procedures or the training. I am grateful for the investment Russ and Duratrack are making on our behalf.”
Bringing the Best Out of Duratrack's Culture
Chatfield Global has been instrumental in evolving Duratrack's already strong workplace culture by bringing a renewed sense of engagement and enthusiasm. Melissa Reid, Duratrack’s VP of Operations, highlights the crucial changes, saying, “I'll go back to the key things that Chatfield has helped us with that I don't think we knew we needed until we knew we needed it. We've hired new people, and we’ve got the old way of doing things where we are on autopilot, which has worked but it was all in our heads, nothing was documented. Now we have all these new people in new seats that bring a lot of experience and are eager to add to our performance. Before they can jump in, we need to teach them the specifics about Duratrack. Chatfield has helped us in two ways with that. We're doing company-wide fundamentals of communication training and bringing new and long-standing employees together to do value stream mapping. Seeing these projects in action and seeing our team develop through active participation in these activities has been so motivating.” The intentional engagement approach has bridged the gap between seasoned employees and newcomers, fostering a cohesive and dynamic work environment that values history and experience as well as “fresh eyes” and new perspectives.
The emphasis on communication and teamwork has been a cornerstone of Duratrack’s cultural evolution. Reid further explains, “New employees are talking to each other and sharing information while receiving support from experienced colleagues who are also contributing to the process and identifying existing weak points. It’s strengthened our teamwork even further.” This collaborative approach ensures that information flows seamlessly and that everyone, regardless of tenure, can contribute meaningfully to the company's goals. The continuous engagement of all employees and mutual respect developed quickly through joint experiences have accelerated the integration of new team members and enabled exceptional teamwork.
Furthermore, Chatfield Global’s initiatives have empowered employees to actively participate in shaping Duratrack’s future. Reid elaborates, “Our new people are offering us so much. They're not just getting the downloads of information; they’re helping build and cement in the new ways we want to do business. The fundamentals of communication have been about empowerment, critical thinking, crucial conversations, and how to ask meaningful questions. That gives everybody the sense that, ‘I can ask questions and it's safe,’ and ‘I have these ideas, what can we do with them?’” This empowerment has led to a workplace where innovation and critical thinking are encouraged, and every team member feels valued and heard. Eric Larson, the newly hired Production Scheduler at Duratrack, echoes this sentiment, noting the positive impact on the overall culture: “In the short amount of time that I’ve been at Duratrack, I’ve been able to work in such a refreshing culture where innovation is nurtured and collaboration thrives, alongside a team and owner who not only supports each other but actively empowers every team member. It is truly a dream realized, and I can’t wait to see what the future holds.” Together, Chatfield Global and Duratrack’s leadership have cultivated a supportive, innovative, and forward-thinking workplace culture where every person has a voice and feels valued.
Process Improvement
Chatfield Global has enhanced Duratrack's approach to process management by shifting the company's focus from primarily day-to-day operations to improving overall structure and processes as part of their daily routine. Melissa Reid notes, “We are seeing the most progress by shifting the way we work from focusing on the day-to-day operations of the business to focusing on improving our overall structure and processes. While we've always had a mindset of continuous improvement, we've realized through our work with Chatfield that we are spreading ourselves too thin and not completing tasks, so we don’t reap the benefits we're looking for. With the help of Chatfield's project management processes, we now focus on implementing a few key projects at a time, and with that refined focus, we move faster and are finally starting to see the positive results of our hard work.” This targeted approach has led to tangible improvements across the company. Additionally, Chatfield has refined Duratrack’s project planning process, enabling better delegation and project execution efficiency. Reid explains, “Chatfield has also helped improve our project planning process. Having a separate meeting specifically for planning before we start “doing” things has allowed leadership to engage others to generate good action steps, align on desired outcomes, and delegate more tasks instead of feeling the need to be involved in every step. By improving the planning process and ensuring that Chatfield has all the necessary information and documentation, we feel confident others can lead initiatives and take charge. As a result, our overcommitted leaders don’t hinder the process, and everyone has access to the information they need to move forward and deliver success.” These changes have empowered the team, streamlined operations, and accelerated the pace of positive change at Duratrack.
Conclusion: A Better Duratrack
Through the comprehensive "Keep" work led by Chatfield Global, Duratrack is evolving into a better, more resilient company. By focusing on a refined project management process, implementing SOPs, assuring HR compliance, and fostering a positive culture change, Duratrack is not only improving its operational efficiency but also improving both the employee and customer experience. As these initiatives take root, Duratrack is poised for long-term success, ensuring a prosperous future for the company and its team.
In conclusion, Duratrack's journey towards continuous improvement has been marked by the unwavering dedication of its owner, Russ Scott, and his senior leaders. Their deep commitment to both customers and employees is a testament to the company’s values. As Marcy Brajkovic, President and Owner of Chatfield Global LLC, aptly stated, “Duratrack is blessed with an owner and senior leaders who care deeply about their customers and employees. Everything Russ is investing in will be paid back tenfold in employee and customer loyalty. But, upon completion of this change journey, Russ and his Duratrack team will be well-positioned to drive continuous change and improvements independently with their new mindsets and behaviors. Russ and his team have been the perfect partners, and on behalf of myself and the Chatfield Global team, thank you for trusting us as your change partner.” This partnership and the strides made in organizational effectiveness and mindset change have set a solid foundation for sustained growth and innovation, and we are eager to see the continued evolution and be a part of the long-term success ahead for Duratrack.
Learn more about Duratrack: http://www.duratrack.com/
Learn more about Chatfield Global: https://chatfield.global/what-we-do
Did you miss Part 1? Check it out HERE
