Processes and jobs are designed to allow flexibility so that employees can respond quickly to customer requirements and changing business needs. Customer-contact employees are empowered to resolve customer complaints without consulting management. Similarly, production workers are responsible for tailoring processes to optimize contributions to company goals and to meet team-set standards. The average employee receives 75 hours of training in their first two years. A comparable national average shows rates of 50 percent to 57 percent on these same areas.
Technology also is a key strategic thrust.
Upgraded capabilities for electronic data interchange make it easier for customers to request quotes and transmit purchase orders. To maintain its strong customer focus, TNC uses a wide range of listening and learning strategies to capture information from former, current, and potential customers. In 1996, the company implemented a controlled growth strategy designed to deliver maximum benefits to both TNC and its customers. The focus shifted from the acquisition of more new customers to obtaining more of its current customers' business. TNC is pursuing sole-supplier alliances with its 50 largest customers, offering them a combination of innovative services that result in lower prices and faster turnaround.