Production Coach Hear From Current Customers & Industry Leaders
All right good morning and good afternoon to all who are in attendance of our webcast today. I believe that this is going to be a really action-packed webcast. We have a lot planned for you today, we are featuring Production Coach Software, which happened to be the recipient of the last IWF Challengers Award winner from 2018.
Just a little bit about the itinerary today, we will take a little tour of Production Coach to understand some of the concepts and basics of what it's doing. It has helped so many customers achieve amazing, amazing results, after that we have some incredible panelists, industry experts that will be playing various roles within this program.
I'll do a more proper introduction as we move along but it will include:
- Mr. Mick Peters is going to talk to us about project management, so you’ll have an idea of what to expect after the sale.
- Mr. Dudley Petrie will be talking to us about installation, training and integration
- Mr. Joseph Baggett will be speaking to us, he's an industry consultant to the wood industry about preparedness and how you go about getting your business in the right kind of a mindset for such a thing.
- Mr. Gabe Lutz of Lutz Woodworking a customer of Production Coach and just a tremendous, tremendous business, they are very, very forward-thinking company.
- Mr. Jonathan Saucier of Web-cab who handled the software development and support of Production Coach.
You might see on your screen that we're displaying a 3d factory, representing what Production Coach does for our customers. I might mention that the system is extremely modular so you can do as little or as much as you might want to do with the solution.
It varies from company to company and we generally take the approach that we want to work with companies that we know we can help them achieve 100% success, and allow them to begin to transform their manufacturing facility.
So, looking at the diagram that you're seeing on your screen:
- #1 is depicting office, one amazing thing about Production Coach it has the ability to connect with existing engineering or CAD|CAM data. It makes it very easy to be able to get information into the system, to be able to work with.
- #2 is depicting that often there are stations where customers want to be able to track and to know the progress of work orders flowing through the factory.
- #3 is depicting that not every single step that you take in a manufacturing process has to be tracked it's totally up to you the amount of granularity that you want.
- #4 is depicting a feature that many of our customers use called sorting, which is organizing the chaos of parts coming through panel processing or from solid wood processing. Into a sorting area/station which is by products, so that we can know for sure what we have ready to build or not.
- #5 is depicting another amazing feature of Production Coach, it is giving us 3D level assembly instructions and ability to generate unique ID product labels for the system and of course tracking it as it's moving across
- #6 is depicting that some of our customers don't have the luxury of going directly onto the truck from assembly so sometimes items are palletized, kitted, staged whatever we want to do to get organization.
- #7 then shipping of course 100% accurate shipments 100% of the time is a huge deal for many, many of our customers.
- #8 Jobsite Tracking outside of the factory we can help with tracking even at job site or installation.
I want you to first take a little peek at just some of the opportunities that we have to integrate from other systems. You’re able to use whatever your favorite flavor of CAD/CAM data or even from ERP systems to be able to feed inside of Production Coach.
Inside of Production Coach it makes it really easy, work orders displayed on the left the assemblies in the upper sections of this and then then the lower section of this would be loose items that are likely to be kitted but not part of the assemblies.
For some of our customers they utilize our link with Google Calendar to be able to do finite back scheduling of work orders. It gives you the ability to see metrics in three different ways to determine the load on any particular station, so you can keep everybody on the same page, and also being Google Calendar means you can share access with anyone and everything that you like.
Business intelligence and Big Data are important kinds of things, being able to have information at our fingertips, whether real time or being able to look at historical big data, to be able to have key performance indicators to help us make better decisions going forward.
Of course, understanding where projects are at either a very finite inside of the system or even at a calendar view at something that is helping tremendously to be able to answer questions that otherwise we're taking a time to go investigate inside of the factory.
Of course, the ability to generate alerts whether that be damaged or otherwise instantly and to be able to have the right information flowing to the right source at the right time is a very big deal.
For some of our customers they utilize our timekeeping elements not only for the purposes of payroll but also for work order costing as well.
Some of our customers are also utilizing for those doing nested based machines without pre-labeled tables our smart label technology that's about five light years advanced over other on-demand labeling systems. Again were back to understanding that sorting technology can be done either with fixed racks or mobile carts or combinations of it can also include synchronization of multiple sorting stations for those that might sort for example case parts separate from fronts or drawer boxes or base assemblies and so it's really configurable to your environment.
Just a little view of kind of the difference in chaos management kind of some before and after of what it's like with inside of a factory.
At the assembly level production coach is generating us not only all of the parts that are required for the case all of the front all of the hardware giving you a 3D image fully controllable by the user including updating the status of the product and generating a unique ID or barcode for the product itself. By the way shouldn't fail to mention that it doesn't just have to be barcode it can also be RFID.
For many of our customers they also have loose or ancillary items such as mouldings, Hardware whatever it is that may not be part of assemblies in a very, very easy and efficient way to be able to generate kits of those items so that they can also be scanned onto the truck.
A staging can do many, many things but one of those is just the organization of where the work order is being compiled in order to make sure that we're ready for shipment.
Then finally of course scanning on to a truck, Production Coach giving us instant and electronic verification of everything that's been loaded onto the truck, even notifications and alert if we try to put the wrong things on the truck. This is about being able to ship 100% accurate 100% of the time.
Then finally today we'll end this portion of the presentation by talking about job site tracking, it's great to have a hundred percent of everything on the truck, but who knows that it all got delivered and to know that the installation and stuff is complete is also a really big thing for sure.
So anyway, it's proven results 100% results with customers. I don't believe that I've ever spoken to a customer who didn't attest that the return on investment was less than six months, it's a very, very exciting technology, that is quick to deploy and just an unbelievable success rate.
Mick serves in a very, very important role with our customers so after a customer has determined that they want to move forward and we've executed a sales agreement. Mick picks up the ball and helps our customers from there. So today we want you to get a little bit of an understanding of what it is that we do why we do it and how this ensures our customers success.
Thanks Shawn so we probably all heard the statement “nobody plans to fail, but they may fail to plan” that sort of thing, Shawn's a big fan of this and I am as well. If you do a good job of planning everything works much better. I'm sure that's true in your business when you plan out the case work that needs to go into an installation there's a lot of things that have to be collected accurately.
If you don't do that you're going to have a train wreck when the installation comes we avoid that we do a very careful step-by-step process so first thing that happens when an order is placed I get a notice and then within a day I'm sending out a letter, we call it an introductory letter to the customer explaining the process. Inviting them to contact me and set up what we call a kickoff meeting.
The kickoff is the beginning, you see this little graphic, here it's broken up into five stages of the implementation process. The very first part of that is the kickoff stage and that begins with a simple meeting that we have a Go-To-Meeting like this, lasts about an hour and during that meeting I explain a lot of the details of how this stuff works, what decisions are available to be made to tailor that system exactly the way you want it.
This is amazing software Shawn already brought up the point that unlike most other things that you use it takes its input from your engineering data so the first thing we're going to do is import data. Then we're going to process that through what we call stations. Stations our building blocks that allow you to create your system and tailor it exactly the way you want your system so no two of our customers have exactly the same station setup.
They also have the ability to retune those stations as time goes. As you can see here these are steps that we go through after the kickoff the plan is something that I present I'm going to show that in just a moment and that project plan embodies everything that's going to go into this process.
It's like the blueprint like the shop drawings of what you're going to build for your customer is what's in this plan. Then we go through assemble where we put everything together, set it up doing most of that remotely, we validate everything, testing the data to make sure it's all working. Then we move to the goal live stage where we actually send our technician to you to work with your people and run through everything in a real production environment. At this point it's no longer a simulation we're actually running your production data on your shop floor, training you and your users while the production is actually working it's the best environment for learning.
So, I've got one more thing I'm going to go over, the project plan is what it looks like, basically we summarized on the first page the details of your order and what you purchased, what features and options that you have.
Next we’ll show a little bit of a summary describing the workflow and some of shop floor drawings, these could be technical drawings, they could be just sketches in some cases and those indicate where the stations are going to go and what those stations are going to do.
First part of this is all in words describing what's going to happen, it ends up after a some flow charting and so forth, we end up with a station setup chart. This is what I want to end with we're helping you at every step of the way, one of the things that's very important is getting your hardware together. We help you with that, that should be something that's done after the planning process because the planning could change some of those things. We list for every station where you need a PC, where you need a scanner, where you need label printing, where you're going to print reports all that information is for you.
My ending point is you can be secure when you buy production coach as long as you work with us we follow through these steps we have a hundred percent success rate getting customers up and running. If you work with me we get a project plan together we're moving in that direction our technicians will take over and we will get you up and running, thanks Shawn.
Thank you, thank you for sharing that with us what a beautiful thing and I can only say that it's often a kind of a black hole or a dark place that when we make a purchase of something related to technology we don't always know what happens next. So thank you for helping those attending the webcast today to get a little understanding of the processes that you go through to architect a successful implementation.
Next up I'd like to introduce Mr. Dudley Petri, Dudley has vast industry experience and knowledge not only owning his own millwork but has been working with RSA for a great number of years. He’s really a committed customer success person, Dudley is on site actually doing an implementation right now so he's not going to display anything on screen. Dudley would you help the attendees get a better feel and understanding of your processes designed for the help of installation training and integration please sir.
I'm on site so I don't have a computer screen or anything like that, so when Mick gets through with the project plan, we go over it together and then I'll contact whoever is in charge of Production Coach at your facility. We'll make sure you have your computers, talk about where they go and stuff like that. Then I'll start with TeamViewer installing the software, but everything is installed on all the stations I'll get you to you know print a test page on the printers and things like that make sure that's work and we'll make sure the scanners are working properly.
In the end depending on the engineering software you use we'll test some data imports to make sure that that is coming in properly and things like that. At that point verify that your labels are right have the right barcode on the labels it's like that. Then we'll scheduling on site implementation I'll go inside shop for walkthrough it off to the guys get my head around the way you do things, you know there's strong points of weak points where the pain is, and we'll work on that. We've had real good success because I’m familiar with shop floor and it works out really well, sometimes things evolve pretty rapidly, normally they're going to always evolve, and Production Coach fits the bill really well because it can change so easily to do whatever you need. You don't have to start off big add to it and in any additional work after the on-site almost always can be handled remotely, so we don't have any more travel involved in that so that's about it and we've had like Shawn said a lot of success, a lot of success, a lot of happy people.
Dudley thank you very much because you are being excused after your part and there won't be time for attendees to ask you questions personally I thought about the very things that my customers might be concerned about so I'm just kind of throwing this out at you live without any preparation. What if I've got some old dogs in my shop and I'm worried about whether they will migrate to a system like this, how do we help overcome those kind of things?
Well once the system is set up it is so easy, each station has its little bitty part that it does, a lot of times I see anxiety when I get there because that very thing people are worried about, you know the changes in the new technology, all at once they see it and I work with them on their little part of it they're so relieved. I hear it all the time now this is easy, nothing to this, I got this, and they like it, like it a lot. Because the information that's going back to the to the office is valuable and it's not costing a lot to get it because the way it's set up, it's just so simple to use, we have had zero problems with that.
Wonderful, wonderful we'll please thank the customer that you're at for a lettering letting you spare a few minutes to share with us and for instilling some confidence about the process of of installation training and integration so wonderful day.
Mr. Joseph Baggett I have just made you presenter you should have seen a pop up on your screen that you'll need to accept there you go great job.
Should be able to see a little presentation as well so. I just enjoy listening to all the presenters thus far and is making notes before I get started, I just wanted to emphasize that realizing the value in starting is really important and realization comes in layers.
The experience that I have with Production Coach with our clients is it provides a strong MES function MES is manufacturing execution software, and for years being a an industrial engineer engineering manager responsible for ERP development the MES function was always very light and so we were kind of laughed at our own devices to make things work. What I saw operations it was really what provided the engine for manufacturing to really operate and so they asked me today to speak about best attitude for deploying technical solutions.
Obviously, software can be a technical solution and the main point I want to make today is engineering and manufacturing software which Production Coach is for woodworking business, our technical solutions but can also be organizational ones. So as far as attitude I'll tell you attitude equals approach and whenever you're looking at something usually there's a larger improvement, larger internal desire to move things forward, that leads to Production Coach and so the question I'm most often asked is what software is best for my organization. My answer and the most important one is this the one you will use and the one that will help your organization become better and provides the best information capability for strategic advantage.
So as far as that relates to Production Coaches it is one of the most usable software's you can use for an MES function, not only the amount of data and the fact today they can take that data and do want you want with it. Then the scalability and I'll talk about that here in just a minute about the scalability side of things. The attitude and subsequent approach towards software is most often the best indicator towards harnessing its power the best implementation of software is those that are on a journey and not just a destination.
As the other gentleman spoke you do the first implementation you run it for a while and then you realize and you learn and there is scalability to build it on top of what you put together without tearing everything down or starting over.
The best answers come from the best questions, the best questions come from the deepest inside and understanding. So when Mick talked about this it's really important because the sort and sequence function is a very powerful part of Production Coach however a sort and sequence that means the most for the operation being understood upfront really helps that flow and follow it in a great format at the beginning.
Too often the approach or attitude engineering software is microscopic and focused on solving a specific problem. This is where we really suggest whenever this part comes into play that a holistic approach will yield the best value. Attitude also equals vision, Shawn kind of stole my thunder I guess he had better pictures, but these are pictures of an actual client that moved to MES and you can see the picture on the left and a picture on the right, the picture on the right those labels are actual SKUs that actually have a barcode on the other side. This provides them complete visibility these, carts that you see on the right were loaded directly out of a panel saw.
I just wanted to talk about the difference between macroscopic and microscopic approach, many times when MES functions are approached it's hey look we can't keep up with this one little part, we cut too many of this we don't know where this is and while those are all valid things they're symptoms of what I would say are larger issues.
So, in the approach of harnessing the power of manufacturing and engineering software I would encourage people to be macroscopic instead of microscopic. Instead of saying we're going to solve this or these problems with software ask what problems could software help us solve.
What key insights could software help us understand if you have a specific problem to solve then I would say solve it, but don't limit the software or its application to that problem only so often during implementation I hear phrases oh it can do that or maybe man we've never even thought about tracking that before.
Once you realize those things, you're still not stuck in a box you can scale up. Approach equals strategy and so I'll tell you a strategy is so important right now in regard to wood manufacturing and fabrication due to competition, market changes etc.
Willie Peterson is just a great strategist he doesn't have anything to do with the wood industry per se, but he talks about how those that learn and apply to fastest in a valid strategic context tend to win the future. Probably the most important thing he says and his book about strategy is “Strategic leaders we have to derive increasing simplicity from increasing complexity. Information is universally accessible and becoming free to all the internet offers it to us on a plate. No longer does the world belong to the ones with the most information, but to those with the highest ability to make sense of it; no longer to those who know more but to those who understand it better.”
One of the beauties about Production Coach when implemented in the fashion that the previous presenters aleut is that it provides key insights and it helps bring things together and make sense of it.
One of the best benefits software isn't should help us get better and what strategically matters the most. The last point here the best attitude doesn't get overwhelmed, a lot of times during software engagements, implementations etc, there's so much opportunity so many ideas it's very easy to become overwhelmed.
What we like to do is to say progress not perfection is the key, you may start off with a an outline of Production Coach that may have a certain amount of stations and functions, then you may realize down the road that you may need to add or subtract or take away or that the sort and sequence function needs to change due to size or quantity type.
This this is really important when you look at it and we encourage along with the people to outline an implementation plan timeline and apply sufficient resources and stay focused. Don’t let fixing minor problems get in the way of becoming a better informed a more disciplined and strategic organization. I'll say that enclosing it was mentioned the word evolve -- when you look at an attitude, which it's what Roger asked me to talk about, is that as an organization when you look at the information and who does what with it, where it goes how often you use it, this issue you're answering a bigger question, is what matters the most. One of the best benefits of Production Coach is it gives you a context and information where you can continue to answer that question in a scalable model. The last thing I just wanted to say in regards to strategy, is in what businesses that fabricated manufacturer strategically there's three things that really matter mass customization, even with an e-commerce bit increased specialization, and scalability and Production Coach provides a great tool to address those three strategic challenges.
Wonderful Thank You Joseph just a little bit about Joseph, he has a really strong background in education and engineering and he successfully led you know really, really cutting-edge engineering wood-based manufacturing system since I believe 1987. Some large manufacturers that you would recognize names you know Columbia Forest Products, Conestoga, Batesville Casket. Republic Elite, Lido Random, the list goes on and on, he's been involved with. It's a great pleasure to have someone who's such an industry leader part of our webcast, you know seeing the need for you know in real value of holistic engineering and consulting services, Joseph you know is doing his own full-service consulting and engineering firm.
He's currently working on projects ranging from finishing improvements to designing and commissioning complete shops and factories. I'll leave you with knowing this, I'm not giving you the link but Joseph maintains a blog at IWF the International Woodworking Fair Educational Channel and provides live educational opportunities during the show itself.
I'm now making Mr. Gabe Luke of Lutz Woodworking the presenter today and Gabe we can already see your screen so very, very good great pleasure to have a customer who's willing to go out of their way to give their time so that those attending this webcast can have a real feel and understanding of what it was like for them to go through the consideration process, what it was like post sale and how it's affecting their factory. Gabe I will turn over to you.
Thank You Shawn, I wanna start off by saying thank you to Mick & Dudley for such a spot-on implementation when we were going through that. Also want to say that you know progress always changed ever changed is not always equal progress. The change to Production Coach was absolutely progress.
As you can see here in this first picture this is the way we used to do it, we would flat stack coming off cutting and go to a vertical stack and we would take the number off each label and handwrite it on the top of every single part in what we call the sharpie method. With Production Coach we were able to completely negate the need for our sharpie budget. This is how we do it now you now, Production Coach is 100% able to help us in sorting because not only does it see each part it sees each cubby within each one of these cards to tell us exactly what parts go together to create a final product.
On the monitor that we have it'll show us not only when a part is scanned it'll show us when an entire cabinets worth is in a cubby and that allows our assembly team to know that they're good to go they can assemble that cabinet right here right now.
Once they scan that out of that cubby it allows Production Coach to then refill that spot for the next cabinet and our assembly team not only can scan out of the cubby, but they can see a three-dimensional picture of exactly what they are building. That's a huge help, but once they've assembled it, they can then scan it again and it prints off a product label and no longer a part label.
So as you can see in this picture you can see two labels on the back of this cabinet the white one is going to be the part label for that specific part, and the other one is our product label that shows what that cabinet is as a whole. That yellow label is both human readable and scannable and it scan onto a packing list that our project managers create in the office.
Once they scan that yellow label it prints off a second identical one like the one you see here and so not only is a human readable and scannable but it also has our logo on it so even if our cabinets are the only thing sitting on the jobsite the customer knows exactly who built them.
Now with these labels we put two on our cabinets for a couple reasons, we put one on the cabinet so even if the plastic has been cut off or been damaged, we can still see exactly which cabinet it is. We put one on the outside because again not only do we scan cabinets onto the truck, we scan them off in the field.
That scanning process does so much for us it helps us keep track of what's on the truck for shipping purposes and also for insurance purposes. Now scanning off the truck post model helps us not only know what's on the jobsite, but it helps the owners and the general contractors know that they have the right millwork person on site because they don't have someone standing back there with a clipboard and a pencil.
This is how Production Coach has helped us immensely in our facility, and again thanks to Mick and Dudley for that implementation because we've gone from being able to do what we could to doubling that.
Thank you for cheering with us, anytime we can get a double that's a pretty good thing and that causes a pretty fast return on investment. I know that someone probably will have that question for you, it won't surprise me so be prepared for that, I know if I was an attendee of this webcast I'd want to ask the customer, how long did it really take and what has been your experience and what kind of a return on investment you would get.
So I just want to thank you for doing that by the way I got to throw a little bit of kudos that Gabe's dad Greg, was many years ago he was national president of AWI and conducted one of the very best AWI national events that I've ever participated in. Allowed a young guy that was aspiring to be a software guy to be part of that and I have to just say that I believe that that was instrumental and helping RSA Solutions really, really launch on a national and international level so thank you guys so very much for that I do appreciate it tremendously.
I'm also blessed today to be able to introduce to you a dear friend of mine someone that that I've done business with for a very long time someone that I trust a huge amount, Mr. Jonathan Saucier of WEB-CAB. Jonathan is so smart and so innovative and one of the things that I love so much about he and his organization is that they are not fixed and rigid about what they think is what the industry needs.
Well thank you sorry I think I lost you I'm not quite sure but I'll be in all jump in towards that for my goal today it's really to explain to you to you guys who is WEB-CAB is and in fact if you guys don't know well WEB-CAB is the developers of Production Coach. My goal is let's play a little bit who is WEB-CAB and where Production Coach came on and what is our direction and vision into the programming aspect then and then where we want to go towards that.
First of all I'm just gonna jump in my next slide right here, a little bit about us well what WEB-CAB has more than 18 years of experience in the woodworking industry so we have for more than 10 years we have specialized our team in the creation and implementation of software dedicated to the woodworking manufactures. So how things happen and where we started so I would say it started about 2003 we were reseller, so we started by being resellers of CAD/CAM product.
Doing integration of software into the industry we did that for a couple of years, as time passed by our customer had issues, had needs on the. So we started looking around to find tools to help the industry, help our customers with the issue they were having.
We didn't find any tool that really responded to the woodworking industries to cover their needs so this is where we started creating Production Coach.
I would say around maybe 2014 or 2015 we sat down and talked to Shawn as we had all relationship in our past of reselling, so we sat down together talked a bit about the software and decided at that point that RSA will start reselling and integrating software in the United States.
We also started to talk about Production Coach because we really see all together that there was something that we could do to help that industry and make it grow, this is where we started talking more about the software, but it's been existing for more than 10 years that we started to create the software and started to develop it with our customers.
Still until then then our goal is always to improve the software and make it grow using different type of technology.
The way that we do it and it's really important or important understand the way that we do it is that we divide ourself as a 60 40 percent so how it goes is that sixty percent of oure development comes from the customer and the industry needs.
It's not us what getting up in the morning and say hey let's do this know we work with our customers we work with you guys to make the best software possible to help that industry.
Our goal is that we love the industry and we want to make it one of the best industries, so we want work tools that it's going to help you grow in your company and help your company more be more efficient.
Sixty percent comes from customer needs, customer requests this is how we build or 20% comes from economic technological innovation that comes from other industries. Sometimes a way of doing things that we bring to our industry and new and technology example RFID light system. You have new stuff that we're working on that's going to come in in the future, but it's really having new technology to help us and grow into our business.
This is how we create and do our development with the software I won't go into details with the MES/ERP things, but I just want to cover a little bit of the importance.
Often, we're going to talk about software being able to track in the shop, being able to track time like ERP will track information in the shop, Production Coach it is true it does that kind of stuff.
Now the big difference when we situate Production Coach being an MES is that we just don't do tracking in the tracking time and status we also have creating or interface to help your people be more efficient in the shop, because it's really that somebody can go in and say hey I started the job I completed the job changes status, but if it doesn't do it accurately and if the user in the shop doesn't see a benefits to use it that way he won't. Which in turns you won't have accurate data coming into your shop because ERP mostly is built into a business so it's good to manage your whole business.But when we're talking to the shop floor this is where our software come in it's been vindicated and build up to help the woodworking industry. Build with tools, built with interfaces, tools to help the workers the guy in the shop to use the system and get you the best data information or the best accurate data as possible because they're interesting and using the system because it's just not just punching and punching now they're getting benefits and it helps them in their day-to-day business.
So, the way we do it we're using barcode technology, we're using RFID technology, were using CNC technology that goes through also that kind of stuff that can go.
We also innovate a little bit in our interface, like you can see right here is somebody at the nesting being able to see what's being cut on the nest, being able a call directly on the nesting sheet a damaged part.
Being able also to know what's been completed at the CNCs, what's missing and also knowing how to organize the part as it come out to the CNC so it makes it easy for the guys to get all these information not forgetting what they have to do or writing on piece of paper some distant broken.
It’s easy to work with the system same thing when we look at the sorting screen, I won't go into much detail explaining it but it's being able to have a simple screen to see what's ready to assemble what's not ready what am I missing to complete the part.
As you can see in this little video the guy scans the barcode, flashes read on the screen telling him where to place the sorting part and as it goes through so it makes it fun and it makes it more accurate also for the people to work and your getting and benefits so it has special part wall it tells you where to divided automatically.
You don't have to look around trying to figure it out what is the part it's directly in that that's the way we want to build our interface, that's the way we wanted to build our software is he is getting for a more accurate data but also helping people into the factory.
Having 3D visualization for the assembly to know exactly what they need to assemble and the rest as the product goes through. Then it gives you project status, know what's been completed in my job and what is missing to my job, which is your percentage of your goal, knowing exactly as the manager is it completed or what is missing.
Have KPIs of your factory, simple KPIs at the shop red or green am I on target or am I not on target. Being able to have dashboard with this data because you're getting more accurate, am I creating some bottom at all necks right now in my shop, do I need to help somebody. Are we achieving our goals or not so being able to have more accurate data because your people in your shop wants you use the technology?
Having tools also just not for helping people into your shop but also with people on site. Being able to track of what's being delivered to your customer, having access to the documentation order, 3D app, what's being built a tool or interface that we want to work into the system to help the customer. So it's not just I'm changing a status no we're creating assets and when we talk about technology what we do have like RFID shipping goes in the RFID scans the product and green light let him know that it's inside of the truck. So, people can use it on a shipping level, some people will use that kind of technology let's say with an automatic wrapping machine where we have an RFID chip labels being placed. So this is other type of things that we use being not just interface or software but also using technology to help our shop floor to get more accurate data or information.
So, for WEB-CAB what's really important for us is support, so in our center we handle the support for everyone that purchases Production Coach. We have our team that's there to respond to your question that has the expertise and knows how to handle the situation for this.
For us it has always been since CAD/CAM days, support is the main key of success of the software like integration, so you have to have a quick follow-up and our team is there to make it sure that you have a great follow up.
We know the importance once you purchase software like this that you need to have somebody that's gonna be there to support you fast because it could stop, it will stop your operation everybody's know and is aware of that. This is just a little status graphic to show you a little bit what type of support, what's the resolve trends and as you can see, we have satisfaction resolved and we have also a high rate of response that we want to have. This is where we are asking people will they have at least forty percent of people giving us feedback on their tickets when we answer one and you can see that we have a good average of thirty five percent of people that are responding. We are there for you guys and we want to make sure when you purchase our software you're gonna have a great team in the background that's going to be there to support you.
Thank you very much, thank you guys for doing all that you do not only provide our customers with fantastic software but also fantastic support. I just look forward to developments coming as we push and innovate and respond not only to customers’ needs but anticipate them so that we can deliver world-class solutions for sure.
Good news is we've reached the t-minus 10 minutes portion of our webcast and so this opens up the time for Q&A ,so I've been reviewing some of the questions that are being asked and there's a significant amount that are of course asking about pricing this has been an educational webcast and is not meant really to be a sales presentation so I'm going to avoid answering questions related to how much does something cost. Because first of all it's extremely modular you can do as much or as little with it as you want so that's effect, if you want someone to reach out to you to help you to better understand for your goals and your operation what the investment might be like just use the questions section and say pricing or some little hint like that so that in our reporting we know that you would like to find out some of that information in a very generic way to answer it could be a relatively small investment even under $20,000 and in larger factory environments of course over six digits and so it really, really depends on your particular application.
I will tell you that a lot of statistics are made up and so I don't have the exact percentage for this and I should have had it before the webcast but I would venture to say that of all of the companies we implemented in in 2019 over 90% of those expanded their use either with additional modules or stations of Production Coach so just know that what these guys have said is the real thing.
It's a pleasure for me as a salesperson to be able to know that when I introduce technology to a prospect that they're going to have not only a good result with what we do in the pre-sale process but they're going to be taken well care of even after successful implementation.
One of the next questions that has been repeated several times is related to how long does it take to deploy here's the reality this is a truthful answer I can't tell you how long it's going to take to deploy because it's not just dependent upon us and so here's just a quick little rundown of what happens sales agreement has been completed Mick takes over to manage the project he tries to schedule a kickoff meeting with you. If you're not responsive that's a delay, so then we have a kickoff meeting and a project plan is developed and it's sent to you for approval if you don't approve that is a delay, after the project meeting and sign-off you should be prepared to go acquire hardware and to get that into place because there's nothing we can do until that's done the longer you take for that, that is a delay.
Once you verify that the hardware in place then we schedule the installation of the SQL database and install on the PCs and so we can't do that until that happens. Once we have that completed then we request a sample of data and a few other things that of course if we don't get is a delay. Once we have all of that testing out of the way then we schedule on-site, we don't do that until every eye is dotted and t's crossed because we want to maintain 100% successful integration and by that, I mean running live while we're on site.
Hopefully that answers that question a little bit better, it is as much up to you as it is of us, of course we do our very best to fit you in the schedule but because of all the moving parts I can't anticipate when you might be ready for on-site. We want it to happen quick we want the story to be good we want you to be getting a return on your investment as soon as possible.
This is a common question as well for those who are not running what I'll call the industry CAD CAM solutions but instead are running ERP systems. Of course, we have the ability to integrate data-to-database connectivity with systems other than the woodCAD|CAM, the CutRite, Microvellum and Cabinet Vision.
So, rest assured that one of the things we would do is go through a process of discovery to determine how do we get data and what data from one system to another and what communication links are required. So, let's just not make it in a general statement to say yep we do it all because I will tell you this much if we're not a hundred percent sure that we can make you a hundred percent successful we don't do the project.
That would be anything outside of those standard links would definitely be something that we would go through a discovery process to figure out the very, very best approach to this.
There’s some specific questions about RFID that I'm not going to answer here because they're going to be really specific operations, however I would say come in places where you might utilize RFID technology in place of barcode would be number one for items that can't utilize a less expensive label and barcode. For example, items that might need to go through profiling, sanding, finishing such kind of things. So yes we're we've worked on projects with companies for example wanting to be able to track you know 5-piece doors, you know face frames, but it's also sometimes used for the product level that way there could be RFID moving in and out of the shipping docks and stuff as well. It's exciting we want to push the envelope on it we continue to see pricing come down but as of today I wouldn't really say that I think RFID is something at part level for every single part in a case kind of an operation but we're on the forefront of the technology for sure.
Routings and Build Of Materials created in Production Coach or the ERP system, so again when we're dealing with an ERP system that's rather generic as to what is happening inside of Production Coach we give you abilities to be able to determine what parts you know, methodology of sorting others than sorting case parts by product but actually being able to determine what parts need to go through what processes. It really is part of what we do in the discovery process to determine what is going to be the best use of data, in order to be able to provide you with the solution to what you're looking to accomplish and sometimes that information may come from any ERP system but may also get pushed back into an ERP system. So I know that's really generic but saying anything any more specific than that certainly could result in inaccuracy depending upon the ERP system itself, so I hope you can appreciate that thank you for asking those questions because it certainly enables us to know that that's the kind of detailed information that you're looking for and so then we can do a discovery process for that.
I love this one, tips for getting the owner to bite the bullet and purchase the software, well I'm going to tell you a story that just happened the other day. I had a guy that I was working with and he just was fed up with the chaos and all that kind of stuff in his factory and he told me this not the owner so I assumed that it's true, that he actually resigned and that was because the owner wasn’t pulling the trigger. I'm not saying go out there and resign if you're a worker or I'm not encouraging those kinds of things but anyway that kind of shook it up and said okay we've got to do something to provide a tool. What's amazing to me is that often we spend money for estimation systems, even for engineering or CAD/CAM solutions, we invest a fair amount of money and panel processing or maybe finishing but when it comes to manufacturing execution or automation of assembly and shipping we don't think about necessarily those same kind of investments.
I don't know what the best way to do is this but I can tell you if your owner likes making money I get to speak to a customer that said that their complete return on investment was more than six months and if you can make an investment in something and get 100% of your money back in six months and keep making it each of those six believe that that's a pretty exciting thing to be involved.
We have reached the very top of our hour and time I want to honor your time today. We will conclude the webcast please let me leave you with this thank-you, thank-you, thank-you for attending today's webcast, we appreciate so much that you did take that time I hope it was a good investment for you. For those of you who may become our customers in the near future welcome, welcome, welcome I’m so happy that you're helping us continue to move this industry forward with innovations like I believe maybe no other company is currently doing, so anyway thank you again I really do appreciate it take care and God bless.