Entries for 'Frank Riordan'

Ok, we really knew about this from the the Shamrock Shuffle earlier this year, but Johnathan Sullivan is now, without any ambiguity, proclaimed: "World's Fastest Engineer who works at DMC" I enjoyed being in that esteemed position for a short period (although my standing had one more modifier - see here). Team DMC had a fantastic showing in the Chicago Bastille Day 5K, held in Lincoln Park on ... [Read the rest of this blog...]

Team DMC competed for the fifth straight year in the Shamrock Shuffle, an 8K (4.97 mile) race in downtown Chicago. This year the weather was a little wet and chilly but nowhere near as bad as last year.  There was a lot of internal and external competition for this race, which I am certain helped all of us improve our health, get in a little better shape, and give some pretty impressive resu... [Read the rest of this blog...]

DMC held our periodic all-day off-site company meeting on February 8th at Melrose Park Grand Prix. Business topics covered included: Checklists - motivated by the book The Checklist Manifesto: How to Get Things Right, by Atul Gawande.  A simplified synopsis of the book is that the use of checklists prevents mistakes and frees the mind by removing the focus on determinin... [Read the rest of this blog...]

A small contingency of DMC runners competed in the Peggy Notebaert Nature Museum Go Go Green 5K on October 24th.  Below are Nick & Kristie right before the race: The results are in and I can now say that I, Frank B. Riordan, am The Fastest Engineer in the World Who Works at DMC Who Ran in the Go Go Green Challenge on October 24, 2009 Race Results can be found he... [Read the rest of this blog...]

Building relationships & rapport - the final of five entries on DMC's Customer Service Fundamentals. Like all of our customer service fundamentals, this one is quite basic and it almost is self-defining in its importance.  Who would argue about the value of building relationships with customers?  Even for companies that sell transactional or commoditized products or services, h... [Read the rest of this blog...]

I have previously written about our first three Customer Service Fundamentals - the posts can be found here. Today I'm writing about our fourth customer service fundamental: Understand, Manage, and Where Possible, Exceed Expectations. I started writing this about a week ago and came up with a decent enough, though somewhat plain, and fairly predictable entry.  Since I knew what I had ... [Read the rest of this blog...]

Every three of four months (or so - depending on everyone's schedule) DMC has an all-day off site company meeting to review progress, plan ahead and to try to discuss topics that will improve things both for us and for our customers. Last week we met and the learning focus was on engaging with clients and delivering the DMC "message."  Because we work with such a variety of technol... [Read the rest of this blog...]

For at least 9 years (maybe even 10) DMC has been entering a contingency of runners in the annual Bastille Day Race in Chicago's West Loop. This year we get to crown the newest member of our team as the fastest member of our team.  Jesse Batsche, who joined us in January, unseated Jody Koplo as the "World's Fastest Engineer who works at DMC" The race times and per mile pace are as f... [Read the rest of this blog...]

As in previous entries, here I will be exploring one of our Customer Service Fundamentals: Understand, Manage, and Where Possible, Exceed Expectations Managing expectations can really only happen when they are first understood.  The simplest way to do this is to discuss, ask and then listen.  Amazing how often this simple step is missed. After expectations are properly understood... [Read the rest of this blog...]

This is the third of five postings on our Customer Service Fundamentals.  Topic is Be Nice!  Previous posting can be found here and here. Be Nice.  It is something that everyone is taught from an early age but that not everyone practices consistently.  We view it to be a superset of the Golden Rule - of course we want to treat others the way we want to be treated.  And we... [Read the rest of this blog...]

A Solar Panel Assembly Project that DMC recently completed was the basis for a feature article in Design World Magazine.  The article can be found here. DMC provided controls engineering and programming services for a company that makes machines that are used in photovoltaic production facilities. The system developed utilized a Siemens 317T Controller which provide... [Read the rest of this blog...]

This blog discusses the importance of listening in delivering world class service.

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The first of a multi-part series describing the DMC Customer Service Philosophy.

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Highlights from the 2009 CSIA Executive Conference.

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DMC is improving customer service by employing the Ultimate Question/Net Promoter Score techniques.

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Team DMC competed in the 2009 Shamrock Shuffle (aka the Snow Shuffle).

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DMC has signed up to go thru the registration process to become CSIA certified.

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DMC is attending the Siemens National Partner Meeting in Stone Mountain, GA from Jan 27 - 30, 2009.

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