Digging Deeper into Operations
A Conversation with Operations Manager, Rachael Scott
This month marks a year of having Rachael Scott as part of our Brooks Corning family. We brought her onboard on February 11th, 2020 – about a month before the world greatly shifted – to be our Operations Manager. Since then she has been an integral part of our Leadership Team and has helped facilitate some awesome changes to our already-awesome Operations Team. Before we dive into that, we thought we would take this opportunity to tell you a bit more about her:
Rachel has a Bachelor of Applied Science from the University of Otago. Originally from New Zealand – she has lived in Canada for over three and a half years now. Rachel has a background in civil engineering and construction – this included working for New Zealand’s largest roading construction company for ten years. She started off in Environmental Management and worked her way into Project Management specializing in Sustainability Projects. In Vancouver, Rachel began working for TransLink before moving to a LED lighting company where she was their Operations Manager for two years. We then got the opportunity to bring her into our team.
Rachael’s biggest focuses have been team training, customer service and helping create technology that would ensure for seamless, accurate and speedy information flow on projects. Team training started with getting the right people in the right seats – a few important personnel changes were made. Upscaling is a key tool Rachael uses to make sure everyone’s personality is considered and their skill sets are highlighted. Another vital part of the team training process has been implementing twice-a-day meetings with the full team. This guarantees that everyone is always on the same page and miscommunications (almost!) never happen. It has brought the team together as a whole and created a safe space for open dialogue.
One of Brooks Corning’s core values is Customer Experience. This is always top of mind for us – whether it’s before the project has started or if it’s after a project has completed. With the help of Brand Manager, Trish Loreth, an initiative to help better the client experience – especially on site – came into play. A detailed onboarding document was created and a training seminar was held which put an emphasis on everything from uniform standards, cleanliness, Covid protocols, client response times and so much more. The goal is to confirm that every Installer has the right tools in their box to execute the best job possible.
Finally, with the help of many others (special shoutout to Aneesh & Tom!), an Operations App was created. This App works on both phones and tablets. It can hold work orders, drawings and submit detailed deficiency information. It contains all project information – including any past project information that might correspond with a current project. It is where the daily schedules live as well as all detailed installation instructions that our Installers may need at any given time. Not only did it remove the physical paper trail (which we know is positive for obvious reasons), but it also keeps things clean, simple and easy for every employee at Brooks Corning to understand what is happening with each project.
These are just a few of the highlights that Rachael has helped bring to Brooks. Thank you, Rachael!