You have your SOPs documented. But do you have proof they’re being followed? In most networks, the documentation gets standardized and the follow-up gets improvised — a clipboard at one site, a spreadsheet at another, no shared yardstick between them. Without that, it’s hard to tell a training issue from a process issue from a scanner that keeps timing out. And the gap between the standard on paper and the work on the floor is where productivity, quality, and new-hire retention quietly leak out.

Tim Regnier, CEO of Smart Access, sits down with Mark Hoffstetter, Senior Director of Operational Excellence at Global Industrial — who previously led transformation efforts at industry giants like The Home Depot and Amazon — to talk through how he closed it. Mark gets specific about the mechanics: how he piloted in a single department, what he’d sequence differently starting over, the metric he uses in place of observation quotas, and how he brought frontline supervisors along so a new tool felt like help rather than homework.