GI_425000_3_EXTERNAL HE_VIDEO_SERIES_Don_Cassil_SHORT_3_FINAL.mp4
[jazzy corporate music starts]
[gfx: heavy equipment fades in with �Heavy Equipment� onscreen]
[gfx: How does Sherwin-Williams focus on individually tailoring each customer�s paint line?]
[gfx: Don Cassil, Dir., Design Engineering, Performance Coatings Group]
You have customers in different positions. So each one is specific to that customer.
[video: painting a part, dump truck]
And in general, nobody is the same because they all have different things that they're painting there. I mean, the difference between somebody painting a hydraulic cylinder and somebody that's painting a mining dump truck, it's the same paint. It eventually gets on the part, but they're all different and all different types of capital and ergonomics and energy and equipment that's needed to make it work. So everything is customized to that individual site.
[video: construction on an island, harvester, construction crane, paint line]
The main reason is because you have to treat customers as individuals. They all have their preconceived ideas. It's worked for them for however long they've been in existence, and you can't tell them you're doing it wrong. You have to do it like everybody else. You have to figure out where they need to be to get sort of more, because the ultimate answer is how much does it cost to get this thing out the door? And am I making my employees happy? Am I making my customers happy? And is the cost low? And so we're trying to help them get to that point.
[video: paint line, construction equipment in yard, harvesters]
And based on the way they're doing it and the way that they think of their individual processes, you have to work with that. If you don't work with that, you're not coming back. You have to work with the way they think and why they think that way, because a lot of it you've got two customers, they're going down the same route, they're both following Harvard Business Review cases. They're both doing what is conceivably right, and they're both theoretically not very efficient. So you can try to get them to that theoretical, efficient way, but they've got their own constraints. So you have to work with them based on their constraints, their product and their management beliefs. And that means you have to customize. We recognize the customization required for each customer.
[gfx: Sherwin-Williams General Industrial Coatings]
[music fades out]
