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Five years ago, on March 23, 2020, the UK government announced a nationwide lockdown to combat the spread of COVID-19. The simple message to “Stay Home, Protect the NHS, Save Lives” changed everything overnight. This anniversary offers a moment to reflect on those challenging times. To look back on how our business adaptability helped RH Technical Industries navigate the unprecedented situation.
The Initial Shock and Uncertainty
The days leading up to that announcement were filled with uncertainty. Just a week prior, the advice was to avoid non-essential contact. Then, on the evening of March 23, the order came. Close non-essential shops and services and stay home except for very specific reasons. 102 deaths were recorded on this day, but the worst days were still to come. 19th January 2021: 1,342 died as a result of COVID-19. Without the lockdown, this number could have been tenfold. It was a surreal period as familiar life ground to a halt.
The Impact on Operations and Customer Relationships
The lockdown presented immediate challenges for RH Technical Industries Ltd., a company that creates membrane keypads, graphic overlays, touchscreens, and industrial labels for various sectors, including medical and military. Communication became key, with phone calls, emails, and video chat replacing face-to-face meetings. We had critical orders that were crucial for medical equipment, especially with intensive care keypads keeping COVID victims alive; our team quickly adapted to prioritise those urgent orders. We also had to be upfront with other customers about potential delays due to supply chain issues, working hard to find solutions and maintain trust. Management invented new ways of working, introducing ways to keep employees safe while ensuring production could continue.
Even with the difficulties, the focus on quality and customer service remained strong. Despite the lockdown pressures, our teams pulled out all the stops to deliver these lifesaving orders. Adapting quickly and keeping everyone informed was essential to maintaining customer relationships during this unpredictable time. Life has changed considerably over the past five years. While the pandemic’s immediate grip has loosened, its impact continues to shape how we live and work. Businesses have learnt to be more flexible, and new ways of operating have become the norm. This anniversary is a testament to the adaptability and strength shown by many.
Business Adaptability in the Face of a Crisis
Upon announcing the lockdown, RH Technical immediately prioritised maintaining customer support in vital services, particularly within the medical supply chain. To achieve this, we established open lines of communication to understand their rapidly evolving needs. Internally, we implemented new processes to identify and expedite essential orders, ensuring swift and timely delivery. Simultaneously, we addressed potential disruptions to our raw material supply chain by communicating transparently with customers about possible delays and proactively seeking alternative solutions.
Adapting to government restrictions required flexible and creative solutions, including developing new workplace protocols to safeguard employee health while sustaining production. Despite these challenges, we remained committed to product quality and customer service, implementing enhanced quality control and communication measures. This dedication was exemplified on many occasions when customers urgently needed a critical component of vital medical equipment. Overcoming logistical hurdles, our team worked tirelessly to expedite the order. We demonstrated our unwavering support for these essential services during the crisis.
The HR Perspective: Protecting Employees and Ensuring Compliance
Liz Burd – HR Manager: Our goal was to keep the business compliant, healthy, and open for business. Looking back, Liz said,
“The pandemic was a challenging time for all, and the team at RH put in an amazing effort. Within days, arrangements were made for those who could do to work remotely. As a business, we were part of the supply chain for intensive care settings, and it was critical that we kept our manufacturing site running. We knew we could not operate the factory effectively with large numbers of employees isolating and unable to attend work. Using the COVID-19 government risk assessment, we introduced strict guidelines in the workplace, including working bubbles, and for team members who showed symptoms, we enhanced sick pay to support isolation at home. (something not all companies did). This encouraged a sensible, honest approach from our team.
During the strictest lockdown periods, when there were tight restrictions on travel, we had to provide documentation for our team to show to the authorities if challenged, stating that our team were key workers in the supply chain for intensive care settings. After a day’s work, we’d watch the harrowing news reporting of intensive care environments around the world. We saw the equipment we’d had a part in producing and how it helped save lives.
In the workplace, we identified those team members who were ‘clinically extremely vulnerable’ and utilised the government furlough scheme. When COVID testing was introduced, it was initially off-site, and we arranged and supported our team visiting testing hubs twice a week during working hours. Later, there was the opportunity to apply through a complex system for free testing kits from the Department of Health and Social Care. This meant that we could issue tests to our team to enable them to test at home.
We were supported by our local MP’s office, together with local employment agencies. There was also a support network of other HR managers in a similar position. I’m proud to say that we achieved our goal of keeping COVID out of the RHTI workplace I’ll always feel proud to be part of a team that worked so hard to carry on working through the lockdown to do our bit to support the supply chain for intensive care settings.”
Looking Forward: Building on Resilience and Innovation
Looking ahead, RH Technical Industries Ltd. is building on the strength and unity shown during the pandemic. We are excited about the future and investing in new technologies to enhance our human-machine interface and industrial printing capabilities. The five-year mark since the UK COVID-19 lockdown is a significant milestone. RH Technical Industries Ltd.’s story during this period demonstrates the power of Business Adaptability. The importance of looking after employees and the vital role businesses play in supporting essential services. The lessons learned during those challenging times will continue to guide the company as it moves forward.
For more information on Five Years On: How RH Business Adaptability Navigated the Lockdown talk to RH Technical Industries Ltd