Page 161 - PCMI Journal December 2020

COVID-19 Group Discussion — Impact on Business
Blake Parkinson Watlow Electric Manufacturing
Blake Parkinson
summarized his group’s discussion.
This diverse group consisted of suppliers, equipment makers, and manufacturers, which provided a broad view of the world’s current landscape.
On the upside, business travel costs have decreased, and customer response time has improved during the pandemic.
During the discussion, Blake asked his group to identify what they had learned to overcome challenges brought about by the pandemic.
He learned this group had adjusted by expanding the limits of remote assistance that were previously not considered possible.
For example, customers did most of the on-site work needed to install new machines and only connected with a remote team to get the equipment up and running.
Attendees said that this transfer of responsibility would never have happened before the onset of the virus, but it shows that people can all overcome obstacles by working together.
Another lesson learned was the need to prepare for the unexpected. Next time the challenge might be an earthquake, a tornado, or some other natural disaster. Companies must design and develop business continuity plans.
Blake added that another lesson learned, especially for US companies, is that it is acceptable to take time off when one has a cold or the flu. The pervasive previous mindset showed commitment, loyalty, and stamina, but this mentality must change to continue to protect each other.
A final note in this discussion was the acknowledgment of the importance of digital marketing
One participant, with locations around the world, reported that China had ‘gone dark’ at the beginning of the pandemic. There were no essential workers designated, and everyone stayed home. The country was effectively shut down for 2 - 3 months. Then like a light switch, everything reopened, and business ramped up very quickly.
Others in the group were deemed essential and did not experience long-term shut-downs. However, this group said that their major challenge had been the ability to provide customer support remotely.
While this group saw steady growth during the summer months, they expressed concern about the future. Some businesses are connected to industries witnessing a slowdown, including semi-conductors, medical, automotive, and aerospace.
In terms of changes to the work environment, everyone in this group noted that they had adapted to new protocols. However, in the United States, these were sometimes different and depended on local regulations.
Most companies had adopted strict new travel policies. Some employees were not allowed to fly, so they have to travel by car for service calls if they were allowed to set up in-person customer meetings. Others were only allowed to stay in hotels with a kitchenette, and had to shop for and cook their own meals.
Issue 136 December 2020 PCMI Journal 161