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Lessons learned: achieving packaging department success

Our third annual Lessons Learned survey draws more than 700 participants who weigh in on what leads to packaging department success.

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We were taken aback at the enthusiastic response to our latest Lessons Learned survey for 2008. In 2006, we had more than 150 respondents, and last year, 444 answered our online survey questions. Our latest survey, conducted in May 2008, drew more than 700 participants, all with an insight to share that we have edited for clarity. Respondents again came from a broad range of packaging industry segments, including packagers such as Kraft Foods, Pepsico, P&G, Schering-Plough, Unilever Mexico, and dozens of others.

This year, Packaging World asked four major questions that we’ll report on in this and subsequent issues. This initial report focuses on a fundamental question that yielded hundreds of thoughtful and insightful responses: Based on your experience, do you have any advice on how best to work with other departments within your company on packaging-related issues?

Like the U.S. within the global community, the world of packaging operates inside a larger sphere, with departments like Quality Control, or Production, or the one that seems to draw the most attention, Marketing.

Based on the number of repeated mentions, several recommendations appear universal, such as the obvious of need for good lines of communication. Here is an executive summary, if you will, of what it takes for the packaging department to work well with other departments within a company:

• Do your homework before proceeding.
• Bring all stakeholders in early.
• Have clear objectives.
• Make sure everyone is on the same page.
• Get buy-in.
• Gain empowerment.
• Use pictures and
samples where possible.
• Listen.
• Communicate early and often.

It’s apparent that these suggestions would work well universally at companies.

Communications commended

For many respondents, communication is the single most important factor to a packaging department’s ability to successfully cooperate with other departments in the enterprise. As one stated, “Communicate, communicate, communicate!” A Nestlé employee summed it up thusly: “Planning and communication is the key to success.”
Getting your point across again and again is crucial, noted this respondent, who recommended to “Communicate up to and beyond the point of redundancy.”

A number of replies noted that not just any communications will do, but in-person communications in particular. Wrote one, “Best are face-to-face meetings followed up with written summaries and action logs,” while another offered that “Talking face to face is key. E-mail does not work.”

Said another, “Don’t forget that sometimes you just need to get up from your desk and computer to have a face-to-face conversation. Good ideas don’t happen in a vacuum.”

For those companies and instances when e-mails cannot be avoided, you should provide emails with more impact, such as this response recommends: “Combine pictures and/or drawings with your e-mails. A picture is worth a thousand words.”

Sometimes it takes more than pictures, as this respondent indicates: “Show samples. Talk in tangibles, not abstractions, and share the knowledge.”

“Get other departments involved as early as possible,” said another respondent. “Show them why the packaging is the way it is. Physical samples are best.” Another took that recommendation one step further: “Functional samples are necessary.”

Another way of making ideas tangible was expressed in this reply: “Measure everything you can, because anything you measure you can improve.”

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