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Cover Story
One of Elliott ’ s products going through the assembly process .
allowed them to quickly resolve the issue and save tremendous amounts of time . This small tweak made a significant difference .”
Operations Upon reviewing designs from the engineering department , it became clear that the exact materials were not on-hand to meet customer expectations . To solve this challenge , the operations team did three things . “ First , we combed through our inventory and found materials that we could modify to meet engineering ’ s designs . Then , we rearranged our schedule and shifted work between work centers to increase capacity ,” said Yamashita . “ Finally , we decreased our production time by improving our communication with our associates , so everyone was aware of the critical nature of each job . As a result , components traveled through the shop from work center to work center with minimum queue time .” The company was successful as everyone is working towards a common goal : “ Quality specialty tools for an “ I need it yesterday ” world . As a result , we can quickly pivot for our customers to innovate and drive continuous improvement ,” continued Yamashita .
Customer Experience “ We put customer service at the forefront of everything we do , which is why our customer experience department is an essential member of the team ,” said Ochoa . In addition to customer support , the customer experience team acts as a mediator between both the departments within the company , as well as between Elliott and the client . “ To ensure we provide each of our customers with the attention they deserve , we work with a ticket system that provides organized strategies to represent the urgency of the inquiries being placed ; it also dictates the internal support needed to proceed in the right direction ,” explained Ochoa . “ This way we can connect all the dots and provide support in a friendly and speedy manner .”
For the high priority level of the Wyoming project , Ochoa and the team made certain that the engineers had the details required to provide high quality service and complete the project on time . “ While not all projects we undertake are urgent situations , when they are critical , we do a really good job of sounding that alarm , if you will ,” added Ochoa . “ We work closely as a team to identify what is urgent , and what is not , which has a significant impact on how effectively the solution can be implemented .” If unforeseen complications arise , Elliott is dedicated to doing whatever it takes to ensure that the customers ’ expectations are exceeded .
Results and satisfaction guaranteed The manner in which Elliott is able to adapt to complications on-site and provide reliable services is a testament to its dedication to putting the customer first . Regardless of the issue , and the pressing time frame , the operators at the production facility and Elliott were able to cut and pull out a tube within one hour – compared to the eight to ten hours previously mentioned . “ Despite some of the setbacks that we had , we successfully completed the a project , which was a big win not only for the customer , but for Elliott as well ,” said Tucker . “ We also had an effective training that deepened our relationship with a very successful company that will continually come to us for advice , and tooling orders . The customers see the value in the service we offer , whether it is through installation , removal , cleaning , testing , or plugging .” Elliott does a great job in working effectively to solve customer pain points in reduced timeframes . “ Giving clients the ability to utilize their own resources and contractors through the training initiative also makes us a lot different than others in the industry ,” Deisher explained . “ This success story was a product of Elliott ’ s teamwork to satisfy the customers needs , and we cannot be happier with the result ,” he concluded . www . heat-exchanger-world . com Heat Exchanger World September 2022
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