September 22, 2011 Three Small Business Growth Lessons From Mercedes Benz
While in Bremen, Germany, this past week, I had a chance to tour the Mercedes Benz plant that makes the SLK and E-class models. These are Mercedes Benz’s most popular cars and the plant delivers over 200 cars/day to buyers who come to pick them up and it produces a total of over 200,000 per year.
The plant is a miracle of modern work flow and design. Each automobile produced in this factory is a made-to-order car for a specific person somewhere in the world. That means that there is no stamped out standardized vehicle that comes down the assembly line. Each car has a different color, model, set of accessories, interior, etc. yet the line flows smoothly and each product is perfect at the end.
How do they do it? Here are things I learned:
Think long-term and wide-range – Each line worker is trained to install 14 different parts. That keeps them from getting mentally and physically fatigued so they are more productive. In addition, because they don’t get repetitive stress injuries, they don’t lose time from work and, over the long, long run, insurance costs at the plant are much lower.
Create an experience – touring the factory is free. From the moment you walk in the door, you are giving the Mercedes Benz experience from the personal greeting to the luxurious (free) coffee bar. As you watch the amazing production you can’t help but wonder how to get your own Mercedes Benz. Watching the quality assembly and feeling the high-end touch, you just want to own your own.
Details matter – every single detail in the Mercedes Benz factory and customer center is well planned. The place is immaculate, the personnel warm (and multi-lingual), the food exquisite. You can even take a GLK for a test drive on the extreme driving track and experience every feature on the vehicle. There is not a single corner of the entire plant that isn’t thoroughly thought through.
As you’re going about your business this week think about how well you’ve planned for the future and how you’ve thought about the impact of your decisions on other areas. Give a good hard look at your customers’ experience and the level of detail you give to it. You might just find yourself creating a brand as strong as Mercedes Benz.
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