Radcom delivered a comprehensive performance analysis and developed custom output profiles to address quality and efficiency issues in Microplex’s Assembly Cell.
Company Profile
- Company: Microplex
- Type: Women-owned manufacturer of custom cable assemblies and wire harnesses
- Clients: Leading U.S. manufacturers in automation, robotics, and telecom
- Reputation: Known for high quality, on-time delivery, and exceptional customer service
Problem
Microplex experienced a spike in internal rejection rates after the COVID-19 pandemic:
- Pre-COVID internal rejection rate was consistently under 4%.
- Post-COVID rate rose to ~17%, increasing production costs.
- External rejection remained low (<0.25%), but rework and scrap were significantly impacting efficiency and margins.
Leadership initially believed the problem stemmed from employees—both new and experienced—failing to follow documented procedures due to overconfidence or habit.
Solution Presented
Radcom proposed a data-driven performance improvement strategy:
- Investigate root causes rather than assume behavior issues.
- Focus on outputs (results) instead of just behaviors.
- Use performance tools to support coaching, communication, and accountability.
Process Executed
To get to the root of the issue, Radcom applied its proven performance analysis methodology: a structured, collaborative approach designed to uncover operational inefficiencies and performance barriers at their source.
The process emphasized listening to employees, evaluating real-world workflows, and aligning process outputs with business goals. Radcom:
- Defined expected outputs and related quality standards.
- Mapped high-level processes and identified key performance actions.
- Reviewed documentation, conducted interviews, and observed work in the Assembly Cell.
- Developed Output Profiles to clarify performance expectations in relatable terms.
- Delivered customized coaching tools and intervention recommendations.
Outcome
Results were clear and measurable:
- Internal rejection rate dropped from 17% to 5%, nearing the original 4% goal.
- Many improvements were achieved even before all recommendations were implemented.
- Solutions enhanced employee engagement, communication, and professionalism.
The improvements involved clearer expectations, enhanced feedback loops, a formal write-up process, and a new internal communication course. This enabled Microplex to significantly reduce internal rejection rates, regain operational efficiency, and strengthen team alignment.
The company is now positioned for sustainable growth with a culture of accountability and continuous improvement.
Microplex is once again thriving, with improved performance and a stronger foundation for ongoing growth.