Infinity Fasteners, Inc. follows a Shared Values philosophy. Through these Shared Values in the company, we create an Operating System or context, which drives our company. Context means the culture of the company, i.e., how things are done and how things are not done, what things are done and what are not. It is the invisible link between the individual and the organization. An individual behaves in a specific way depending on the context of the environment.
An example of Organizational Context: It is well known within the industrial sector that fasteners are usually the least costly component of whatever product is being produced. As an inexpensive item, parts are seldom counted when received and the extra cost is not added to ensure orders are delivered on time.
The problem: Infinity quoted a customer price and delivery of a special item to a drawing based on information received from one of its suppliers. The customer then placed a purchase order with Infinity based on the quoted price and delivery. When Infinity placed the order with its supplier, it was learned that a mistake was made in the quotation and the supplier would not accept an order at the quoted price. Rather than go back to the customer and raise the price Infinity placed the order at a price higher than it was charging. As Murphy would have it Infinity’s supplier was late on the order. The customer under a penalty contract had to have the parts in their plant, one hundred fifty miles from Infinity’s location early on Monday morning. The salesperson handling the transaction instructed the supplier to ship Friday afternoon UPS Next Day Air Saturday Delivery to his home. Upon receipt of the parts, they were inspected, counted and packaged, discovering that the supplier had actually shipped two pieces less than it was invoicing for. On Monday, the salesperson entered the correct count on the packing slip and left his home at 5:00 am to make the delivery to the customer’s plant by 7:30.
To the salesperson, the values were clear. At Infinity Fasteners, we do it right. The context of the company demanded that we stand behind what we do, that we are dependable and can be counted on "to do whatever it takes", and that the relationship with the customer is held above all else.
Stated simply, a Shared Values Process Operating System is based on the fundamental recognition that a philosophy of great quality and service can only be embraced when the proper values-based operating system is in place. Our operating system or context has to be centered on the needs and support processes of our customer, our vendors, and our employees. In a Shared Values context, there are only two types of players: front-line people and people who serve as resources (coach/mentor) to front line people. By combining good work processes with a committed workforce (one which holds their rightful place as full partners in the company), we achieve the ultimate competitive advantage. When we achieve this Shared Values Operating System, the context we will be operating in becomes a Heroic environment. The Shared Values Philosophy offers everyone the opportunity to perform the way we all want to...Heroically!