2015 North America
Wind Leadership Training
Michael Wood
North America General Manager
Safety Moment
Winter Driving is Upon Us!
EE was approaching a stop sign at a 'T'
intersection while driving. The truck started
sliding on the icy road during the stop. EE realized
he could not stop and attempted a left hand turn.
The truck slid sideways over the shoulder and
rolled one full turn down the embankment. The
truck landed on its wheels. The EE was not injured
and was able to drive the truck back onto the
road.
Preventative Measures
•
•
•
•
•
•
•
Winter Tires - 6/32” tread depth min.
Proper Tire Pressure – temp effects pressure
Add weight – 500 lbs. of sand for pickup
“Test” the traction long before the stop
Anticipate the slide and adjust speed
Turn into the slide and coast to regain control
Bridges freeze first!
Case #:
Identity
BUILD industries
in the nations
we work
CREATE solutions
& value for
customers we
serve
DEVELOP people
in the
communities
we live
Integrity – EHS – Quality – Productivity
Business Structure
General Electric Co.
Power & Water
Power Generation Services
Granite Services, Inc.
Tampa, FL USA
Granite Services
International, Inc.
(Global)
Global Field Services
Granite Manpower
(Qualified Contractors, Inc.)
(Houston)
US Craft Labor Services
Milestones
1981
1988
1997/98
2003
First Granite business
formed in North Carolina
providing power plant craft
services.
Expands service offering to
include Power Plant
Commissioning, IT Services
and Project Management
First international office
location opens in UK. Expands
service offering to include
Field Engineering Service.
Granite enters Wind and
Nuclear industry and moves
to new headquarters in
Tampa, FL.
2005
2008
2010/11
2014
Rob Tullman becomes
President of Granite. GSII
and GMP formed as global
expansion continues.
Develops state-of-the-art
Resource Optimization
Center (ROC) for real-time
global fulfillment.
Houston Training Center
opens. Expands service
offering to include Firm Price
Turnkey solutions.
Randy Willis joins the
Granite team as
President/CEO.
Granite Proprietary Information
5
Footprint & Volume
Europe
11%
DP/O&G
21%
North
America
45%
Latin
America
2.5%
Asia
6%
Africa
5.5%
Middle
East
9%
5,000+ employees working in 100+ countries; 66
entities and 50 offices worldwide.
North America by Segment
Segment
PGS
WIND
NUCLEAR
INFRA
PGP
DE
EXT
WATER
% of Volume
50%
32%
10%
4%
1%
1%
1%
1%
I
BELIEVE
in
NO HARM!!!
For North America, it starts with me believing in NO HARM……and I DO! I must continue
to reach out to our Field Leadership ensuring they know what No Harm means to me:
To simply “think before you act, to analyze and predict the unintended consequences
of your actions”. In doing so, we must remember our limitations, relax our biases,
recognize our boundaries, and know our strengths and weaknesses………we must use
our defensive layers!
No Harm to our ourselves,
No Harm to the equipment we work,
No Harm to the environment we live.
- Michael Wood 2015
North America EHS
Segment
PGS
WIND
NUCLEAR
OTHER (PGP, Water, Etc.)
DP/O&G
NORTH AMERICA
Segment
PGS
WIND
NUCLEAR
OTHER (PGP, Water, Etc.)
DP/O&G
NORTH AMERICA
I & I RATE
2014
2013
1.63
0.99
0.44
1.45
0.00
0.00
0.00
0.00
0.68
0.00
0.74
0.62
RECORDABLES
2014
2013
11
6
2
5
0
0
0
0
1
0
14
11
MVA
HOURS
2014
2013
1,346
1,209
901
688
269
330
962
1,063
294
243
3,772
3,533
2014
11
36
8
3
2
60
2013
11
20
7
1
3
42
What is Customer Service?
Customer service - \kuhs-tuh-mer sur-vis\ is the provision of service to customers
before, during and after a purchase.
What does customer service mean to you?
Great customer service is when an employee takes the time to listen to your
concerns by genuinely expressing interest, sympathy, and their eagerness to
satisfy you. Someone who is sincerely caring, compassionate, understanding,
fair, and helpful is better than someone who knows their job so well that they
brush you off.
An additional aspect that is essential to good customer service is the ability of
the service provider to, within reason, take extra measures to differentiate
their customer services from their competition.
Customer Service means exceeding their expectations. Every one expects a
certain amount of service, some more than others. But when you EXCEED that,
then you have added the "WOW" factor. It would be great if your customers
said "WOW, I didn't expect that" or "that was beyond what I expected". Then
they are more likely to CHOOSE you as their "provider of choice".
The basis of Customer satisfaction is to take care of the customer the best way
you possibly can while still staying in the companies guidelines.
Why?
1
3
Why Customer Service matters?
Differentiates
(the company)
Face of the Company
(often the only contact a customer
has with a co.)
Customer Experience
Reputation
New Business
(tell a friend)
Repeat Business
(product & services)
(determines how you do with the)
Beat Competition
Service Guidelines
Be responsive
Handle surprises well
Reliability is one of the keys to any good
relationship, and good customer service is no
exception. Answer your phone. Follow
through on commitments. Answer questions.
Being able to adapt within a customer service
environment is essential in order to fully
prepare you for any surprises you may
encounter while on the job.
Great communication skills
Take the extra step
Know when to listen & when to speak. Listen
intently, ask questions & summarize answers
of your customers. This will show that you
care and want to offer the right solution.
Doing more than a customer expects will
definitely result in great solutions and loyal
customers.
Be calm & have patience
Try to manage your emotions and stay calm.
This will help to deal with disgruntled and
confused customers. When you stay calm
you’re customer will feel much more
respected.
Be an expert
Learn everything about each product and
service you are providing. Spend time
studying the service, as well as various
solutions for various circumstances. Share
lessons learned and mentor others.
Learn
Taking time to reflect on mistakes helps to
gain insight. Be open to new technologies,
tools, and ideas. Be a learning organization.
Be a leader
Be a problem solver, make informed decisions,
and demonstrate your accountability to
increase your professionalism. Adapt to
change.
Tomorrow…
Our
Customer
Experience
x
Adapt to
new
technology/
innovation
+
Personal
Ownership &
Accountability
=
The
Future
Closing Remarks
• Always keep safety & integrity of yourself
& those around you the top priority!
• Your are empowered to execute our
strategy
• Drive ownership & accountability
• Learn
• Work as one team with a common goal
• Take pride in being a Granite employee