Case of the Missing Shipment

One of EXAIR’s products is a Vortex Tube. A Vortex Tube  generates refrigerated air from compressed air with no moving parts to wear out and no chemicals to replenish. These attributes fit very well with my customer’s application so he purchased one. A week later he called and asked where his order was as he had not received it yet. Our records showed that we had shipped the day he placed the order. We did a tracking search which told us when they had received it and who had signed for it.

I suggested he contact the person who had signed for it which would help us begin tracking it within his facility. He must have been having a bad day because he was not satisfied with that answer. He demanded we send a replacement.  In an effort to defuse what could escalate into an ugly situation, I told him I would see what I could do and get back to him.

Immediately after hanging up with him, I called back to his company and asked for the person who had signed for the missing package. In talking with him he acknowledged receiving the shipment but somehow it came up missing.  I then called my customer back to reassure him the product had arrived. Two days later I got a call from him apologizing and that he had found it. A guy in the tool room was using it to keep his lunchbox cool!

As it turned out, after the tool room folks saw a Vortex Tube for the first time, they realized its potential for their machining operations. They kept it and my customer ordered another one for himself.

Customer service is not our top priority. It is our ONLY priority!  As you can see, it pays to be customer focused.

Joe Panfalone
Application Engineer
Phone (513) 671-3322
Fax   (513) 671-3363
Web: www.exair.com
Twitter: www.twitter.com/exair_jp
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India and Eggs

As an application engineer for EXAIR, I come across a variety of applications and have had the pleasure to develop a variety of applicable solutions.  With an internal base in our international division, I also make it a point to apprise myself of world affairs to know the environments in which our distributors operate.

The more I read and learn about international affairs, the more frequently I’m reminded of the large population and business potential in India.  Yesterday I was lead to read an article concerning the Indian population expansion, its potential effects on world economy, and the challenges faced by Indian civil engineers to accommodate the rapid growth.

The situation in each major city is the same.  The population boom has created a heavy demand for housing and utilities, which, at the moment, are unable to be adequately supplied in many areas.  There is a “bottleneck effect”, with far more demand than supply, this is quite a civil engineering challenge – a challenge posed to play a major determinant role in the rise of India as a world power.

The situation in India is similar to an egg processing application here in the states.

The noted application was housed in an egg treatment and processing facility.  Business had grown at a consistent rate, then due to supply chain disruptions this facility needed to ramp up production.  As production grew, new problems arose, the largest of which was overcrowding of limited conveyor space.  This overcrowding caused an overflow leading to many lost and broken eggs.

When working through the application the plant engineer was faced with a situation where more needed to be done with the same amount of equipment as before.  In order to better streamline the process we examined the critical steps in order to process the eggs.  As it turns out, the biggest delay was through the wash down and drying system in place.  The current system used a series of soft rollers which were exchanged over time to remove the excess water sprayed on the eggs by liquid nozzles.  The limited capacity of this processing function was considered a potential root cause of failure and was addressed using two Stainless Steel Super Air Knives.  The wash down and blow off process times were greatly reduced and production capacity was much higher.  (*As it turns of, this was not the only cause of concern in this application and additional measures were taken to meet production necessity.)

Although civil engineering and production engineering are separate disciplines, I feel there are areas of cross reference.  Root cause analysis is standard in any aspect of either problem, as well as solution implementation.  As with the egg processing, India’s utility and housing needs won’t be met with a single solution.  I look forward to the forthcoming ingenuity of those put in place to solve India’s population demand predicament.

Lee Evans
Application Engineer
leeevans@exair.com
@EXAIR_LE