CCP Continues Investments that Increase Customer Satisfaction

CCP has again raised the level of service offered to customers with the recent commitment by management to invest in new equipment throughout the composites division at production locations and laboratory facilities that more precisely monitor reactivity of products. The new equipment involves the installation of a controlled testing environment, as well as data collection directly into electronic files that can allow batch-to-batch comparison.

The launch of the new equipment began with training for the Sandusky, OH facility that was developed by the Test Method Enhancement Committee for Composites (TMECC) - a cross functional team that included individuals from Production, Quality, Human Resources, Sales and Innovation. John Winfrey, the current manager of the project states, “It was important to get Sandusky online with the new equipment first, given the high number of batches being produced at that location.” The Sandusky facility is receiving two equipment ‘stations’ to measure reactivity of all products produced. Each ‘station’ has the capability to test eight samples at one time, allowing Sandusky the ability to test sixteen samples simultaneously. This capability will help Sandusky in achieving one of their primary quality objectives — On-Time-In-Full (OTIF) orders. This is just one aspect the new equipment offers in achieving customer satisfaction; however, the larger benefit in meeting customer’s satisfaction is the ability to better monitor the complete exothermic reaction — a basic diagnostic test that can predict formula specific cure behavior for a product.

The second training session, which is scheduled for the week of April 28th at CCP’s Technology Center in North Kansas City, MO, will involve all other composite production facilities, including operations in Mexico.

Steve Voeks, Director of the Composites Innovation Team, sees this new equipment as just one segment of an overall program to enhance the company’s pledge towards quality. While the Innovation Team has committed a great deal of resources to this objective, the true focus of the Innovation Team is to bring innovative solutions to help grow the customer’s business, resulting in long term profitability for the organization. Having the means for production to better identify non-conforming batches will ultimately lead to fewer customer concerns and the Innovation Team’s ability to dedicate more resources to their primary focus.

April 2008

Back to What’s New