101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 37. Hardware: Classifying Resources

Goal

To develop ways to classify available resources for accessibility. Participants will place hardware items into categories for ease of identification.

Time Required

Approximately 1 hour

Group Size

Three to six subgroups with three to five persons each

Materials

• One identical set of fifty varied hardware items (washers, nails, screws, bolts, nuts, and other small objects) for each subgroup

• One plastic bag and tie closure for each subgroup

• Twelve index cards and a felt-tipped pen for each subgroup

• A list of search items for the facilitator

• Flip chart and felt-tipped marker for recording scores

Process

1. Prior to the session, place an assortment of fifty hardware items into a plastic bag and tie it closed; each subgroup should have an identical set of items. Prepare a list that describes eight to ten specific items from the collection that will be used for a group search (for example, “a 2-inch, flat-head nail”). Prepare a flip chart with a number for each group participating in the activity.

2. Form subgroups of three to five persons each and provide a number designation to each group.

3. Distribute one bag of hardware items, twelve index cards, and a felt-tipped pen to each subgroup.

4. Explain that each subgroup is to develop a system of organizing these items so ...