The Inside Scoop on Making Quality Improvements For Happier Staff & Customers


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Brian Penzone spoke with Tema Frank on the Frank Reactions podcast on customer experience
Brian Penzone, Manufacturing Supervisor at Lake Shore Cryotronics, transformed his job from firefighting to continuous improvement

Like many people who get promoted into management, Brian Penzone didn’t have any experience leading a team of front-line workers on the manufacturing floor. But he knew one thing:

“I wanted to manage people the way that I would want to be managed.”

Sounds obvious, but it is so rarely done.

Brian Penzone learned how to stop fighting fires, get advice from the front lines, and focus on continuous quality improvement.


He’s happier, his staff are happier, processes are more efficient, and quality has improved, so customers are happier

In a recent interview he discussed how he made the change, how he keeps it going, and how it benefits his company, Lake Shore Cryotronics.

Keys To Successful Change Management for Quality Improvement

A few tips from Brian Penzone:

Seems obvious in retrospect that getting a simple tool like a flashlight would make it easier to work in a dark space!
Seems obvious in retrospect that getting a simple tool like this would make it easier to work in a dark space!
  1. Treat your staff as adults: “the people who know best what needs to be changed are the people who do it every day.
  2. Ask why things are done a specific way. It may turn out that the reason is long gone, and a much more efficient process is now possible.
  3. Look for a few early quick wins. When a staff member pointed out that having a flashlight to work more effectively in a dark space would be a good idea, the solution was implemented immediately with a quick run across the street to a hardware store. Seems like a “duh… obviously”, but people were so used to working in the dark that it took some rethinking to realize that there was a better way.
  4. Use metrics and data both to discover areas for improvement and to measure results.

This is a version of an article that first appeared on the Frank Reactions website. To hear the interview with Brian Penzone or download a transcript of it, visit or find the Frank Reactions podcast on iTunes or Stitcher.

Tema Frank
Tema Frank, Chief Instigator at Frank Reactions, is a pioneer in assessing multi-channel customer experience. She was testing omni-channel customer service with her 1st company, Web Mystery Shoppers, before "omnichannel" was a thing! Hers was one of the world's 1st companies to do real-world testing of online and offline customer service & usability. A best-selling author & highly rated international speaker, she hosts the Frank Reactions podcast, and is the author of the new book PeopleShock: The Path to Profits When Customers Rule. Get the 1st chapter free at .


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