SPIRAX SARCO
March 2003 Vol. 72 No. 3
Winning over small end users Energy ready to use from process waste
NEWS
SPIRAX SARCO
TIME MANAGEMENT
Introduction to time management
March 2003 Spirax Sarco News 1
Spirax Sarco News is Confidential 3
This month
Leader Environment matters
Features 4
Winning over small end users How a visit to Cheltenham secured the deal
8
Energy ready to use from process waste Working closely with a customer at an energy recovery plant
14 Success with a C Series against the competition Spain s success with a 6 C Series control valve 18 Introduction to time management for sales representatives Goal setting and breakdowns
Winning over small end users Describing the significance of a small end user in the UK market and how a visit to Cheltenham secured the deal Page 4
Energy ready to use from process waste Italy has been working closely with a customer at an energy recovery plant Page 8
Sales success 27 Hot water system doubles pharmaceutical production company Success at Janssen Pharmaceuticals
Success with a C Series against the competition Spain has success with a 6 C Series control valve Page 14
News 6
Spirax News update
7
Business partnership with Tokyo Gas Corporation, Japan
11 Web page 12 Customer service the next level 16 Double success for apprentice
Introduction to time management for sales representatives Focusing on time management, goal setting and breakdowns Page 18
17 Competitor update 21 There are teachers and then there are educators 22 Take five 22 News award 23 Retirement - Peter Hyett 23 Spirax views 24 Andrew Wilkinson 24 Charles O Malley 24 Peter Gordge 25 People in the news 26 Industry bites 26 Share news 28 New premises down under
2 Spirax Sarco News March 2003
Articles for SPIRAX SARCO NEWS It would greatly help the editorial staff if articles are submitted on computer disk, where possible, (Microsoft Word or straight text file), or via E-mail addressed to AlisonBone@SpiraxSarco.com. Articles for the May issue must be received by 13th March, and for the June issue by 18th April. Articles should be sent to the Editor, SPIRAX SARCO NEWS, Spirax-Sarco Limited, Charlton House, Cheltenham, GL53 8ER (Fax 01242 573342)
Environment matters I
n my May 2002 Leader I wrote about the global environment and the
benefit that the Spirax Sarco and Watson-Marlow Bredel products can
bring to customers which also benefit the global environment. The Spirax-Sarco Engineering (SSE) Group also has an impact on the environment through our own processes as a manufacturer and a sales / marketing organisation. We have 14 factories and 40 main sales offices (plus a significant number of regional sales offices) which use energy and oils, create waste, make noise and consume materials, all of which affect the environment and are potential pollutants in one way or another. We are very aware of the potential pollution caused by our activities and believe that it is good business sense, as well as being a social responsibility, to avoid adding to the world s environmental problems. So, we have a very clear environmental policy which commits us to avoiding actions which damage the local environment and to compliance with good practice and local laws on this subject. It is the responsibility of all managers to consider the environmental effects of actions they or their department take and to ensure that we remain clean , this might be through saving energy on lighting, avoiding emissions to atmosphere, and minimising / recycling waste or other environmental issues as they affect employees, customers, suppliers and the local community. You should all have seen and be aware of our environmental policy; if
It is good business sense, as well as being a social responsibility, to avoid adding to the world s environmental problems.
you are not, ask your general manager to see it or look in our Annual Report and Accounts where we report on the subject. Every two years we carry out a survey of the Group s controls and management of environmental matters, and a new survey is due and will be under way shortly. We are a very scattered Group, and it is not easy to keep this subject under constant review, which is why the responsibility has to be with local management to identify problems and resolve them. Over the years we have spent considerable sums of money to ensure that we remain clean. A good example would be the old site in Allentown, Pennsylvania where we have had to go through a long and arduous process to ensure that the site is clean - we have done this in spite of the fact that another local manufacturer tried (unsuccessfully) to blame us for his pollution! We can feel proud to work for a company whose products benefit the environment when properly applied, and who tries continuously to ensure that our processes do not damage the environment. We all have a responsibility to help in the achievement of these aims. |}
March 2003 Spirax Sarco News 3
Winning over small end users Shadwan H. Jawad, UK Sales, describes the significance of the small end user in the UK market and how a visit to Cheltenham helped secure the deal.
4 Spirax Sarco News March 2003
T
he Midlands Region, as with
are now targeting end users whose
the financial payback of taking
the other regions in the UK, is
current sales turnover does not
remedial action. Therefore
faced with competitors across our
correspond to their overall steam
assistance was required in putting
whole product range. Having
boiler capacity (using the rule that
forward the case for investment, in
recently joined the Midlands team,
£1 of product sales would be
the plant, to the company
I realised early on the formidable
required for maintenance and
management.
task, facing our Company, of
repair operations for producing
maintaining consistent sales
1 kg/h of steam). Moreover, it is
Following our initial discussion, it
growth (and profit) during an
vital that we are able to cater for
was clear that the customer
economic phase of steady decline
these smaller customers to realise
favoured TLV for the steam traps
in the manufacturing industry,
sustainable sales growth.
and Gestra for heat recovery
which is in turn contributing to a
Why...because these smaller
equipment. Nevertheless my client
reduction in the number of steam
customers hold potential future
still requested a proposal from us.
users in the UK today.
sales growth for the Company.
With the presence of competition
Whereas we can do little about the
The customer
economic climate, we can
Society Linen (co-op laundry) is an
counteract the effect of competitors
end user in Nottingham with a total
The approach
on our market share particularly
steaming capacity of 12 000 kg/h.
It is obvious when speaking to
when it comes to our small end
The customer s turnover for the
customers satisfied with a
users (by small I mean end users
past two years was nil, so it would
competitor s product that they will
whose turnover of business, with
have been previously considered as
not replace it with a Spirax Sarco
us, is less than £10 000 per year).
a small end user.
equivalent without a good reason.
on the scene, the sales process required a different tack.
Fortunately in sales the door is In the past, our competitors have
I was invited, by the customer, to
done a good job of targeting these
examine the steam system and put
small customers, which make up a
forward a proposal for reducing
My approach was therefore to
significant proportion of the end
flash steam losses from the plant. I
remind the customer that reducing
users in the UK. It certainly begs
was also to specify a heat recovery
the plant s running costs was not a
the question that if we are not
system in the boiler house.
question of replacing a few items
directly supplying these small end
Although aware that flash steam
here and there . Rather it is an
users, who is? I suspect it is our
bellowing out from the vent is
on-going program, requiring local
competitors in combination with re-
wasteful, my contact was not able
support from a supplier, with the
sellers. In the Midlands Region we
to quantify the financial losses or
knowledge and experience}}}
never completely closed.
March 2003 Spirax Sarco News 5
to help achieve the company s goals today and tomorrow. Having turned the customer s mind
you tell a customer that you have a
Cheltenham. The main objective,
quality product, to a cynical
of which, was to impress upon the
customer the arguments can be
customer the quality of our
perceived as rather cliché.
products and services. The result
away from buy it cheap, worry
was a success; I received the first
later and by putting forward a case
To enforce the message about
order from the customer the
for knowledge, service, product , I
quality, I invited the customer to
following week!
was making the customer think
Cheltenham to visit Spirax Sarco s
beyond the sale and consider the
manufacturing sites and
In conclusion
level of service, and experience
headquarters. This would hopefully
In writing this piece I wanted to
that would be entailed to complete
enable him to see for himself the
share a modest success story in
the job.
commitment and pride the
the Midlands in the hope that it
Company s workforce takes in
would provoke thought about our
The visit that secured the deal
going about its everyday business.
small end users in the UK from
To reinforce my case further still, I
With the assistance from my
whom, in some cases, we are not
assured the customer that he
colleagues in Charlton House,
currently receiving as much
would be buying a quality product,
Runnings Road and St George s
business as we could, but whom
which would be adding value to the
Road, we were able to tailor a one-
our competitors have identified as
plant. No matter how convincingly
day program of visits in
an easy target. |}
Spirax News update Alison Bone, Editor / Marketing Communications Executive, Group Marketing, announces updates made to information availability of the News.
Y
ou can now find the Spirax
Full colour - Since January 2002
Sarco News index for 2002 on
we have been producing all
Master File and Public Folders.
electronic versions of the Spirax News in full colour. Each issue is
Master File
available in a .pdf format and is
To access the 2002 Spirax Sarco
about 1mb in size. |}
News index on Master File use the reference GP-GCM-21, issue CM1. Public folders You can find the electronic version of the Spirax Sarco News on Public Folders by following this link (Public folders/All public folders/Corporate/ Spirax Sarco News). The index for 2002 can be found in the Spirax Sarco News 2002 Editions folder.
6 Spirax Sarco News March 2003
Business partnership with Tokyo Gas Corporation, Japan Neil Daws, Product Director, CAM
I
m very pleased and proud to be able to announce that on 17th
January 2003, Tokyo Gas Corporation and Spirax Sarco Limited signed a long term, 10 year joint development and sales agreement for gas meters. This is an extremely important business partnership for Spirax Sarco Japan to be aligned with a large and influential company. Clearly this demonstrates our credibility and our standing in Japan continues to evolve. Longer term there should also be wider Group benefits as this meter development opens up gas
(Greater Tokyo area) it is easy to
If all goes well with the launch early
opportunities (including
see the total Japanese and world
2004, Japan should provide an
compressed air) worldwide,
markets are far greater. In fact
excellent reference for gas meter
providing another leg to our
Mike and I will be very
sales worldwide. In addition the
business.
disappointed if the Group aren t
development of this tailored product
achieving several million £ s of
should open up many other markets
sales within a few years.
with applications in compressed air
This is the deserved result of over 18 months of focused effort by
and numerous other gases.
Mike Shizukuishi and his Japanese
The first prototype meter was
team, supported by Robbie
completed mid December 2002,
Well-done to Mike for his vision
Robertson and more recently Paul
one month ahead of plan. It is
and patience and congratulations
Hillier in CAM.
based on Spiraflo, adapted and
on sealing this important
simplified for low pressure and
agreement, the significance of
Tokyo Gas directly influence the
temperature operation. DIVA
which will become clear a year or
purchase of over 1 000 meters a
electronics are used in place of
so from now. |}
year which means as soon as we
the traditional flow computer
launch the new meter it should
offering a competitive convenient
generate significant turnover.
To
put this into perspective, Group
package with very high performance.
sales of steam meters currently stands at approximately 1 000
Testing in the UK and Japan is
pieces per annum.
progressing well, such that our aim is to supply 30 for field trials by
When you consider these forecast
midyear and a challenging end of
sales are only for Tokyo Gas
year launch.
March 2003 Spirax Sarco News 7
Energy ready to use from process waste Rino Fiori describes how Spirax Sarco Italy has been working closely with a customer at an energy recovery plant.
Fig. 1 Incinerator for processing waste and production of heat-recovery steam
Figs. 2 - 3 - 4 Diathermic-oil boilers, indirect steam generators, and line-regulation system
8 Spirax Sarco News March 2003
T
he production of energy using
The solution involved the use of a
Of course, the composition and
low calorific fuel derived from
rotary furnace incinerator and
calorific value of the waste varies,
process waste is a fascinating field
indirect steam generator, which
so appropriate control devices must
of interest from a technical point of
uses and reduces the temperature
be used to regulate the fume
view and of high economic and
of the combustion fumes (Fig. 1).
temperatures. These are namely
commercial interest to industry.
electronic regulators with PLCs and Of course, upstream and
pneumatically actuated control
We have been collaborating for
downstream of the above sections,
valves. This design ensures
some time with one of our
which constitute the heart of the
flexibility and speed of response.
customers in the technical area of
process, are appropriate systems
systems and plants for the
for the preparation of the waste to
The fumes are sent to a specially
development, and optimisation of
be burnt and for the treatment and
provided tube-bundle heat
thermo-functional processes. This
control of the exhaust gases.
recuperator used as a steam
customer has given us the material
These systems are complemented
generator. All the required
and the opportunity to develop
by typical modules dedicated to the
regulating and safety devices for
solutions of particular interest from
production of steam, including a
levels, pressures, water
the energy standpoint. This has
system for water conditioning and
parameters, blowdown, purging,
allowed us to introduce
storage, a system for regulating
etc. are included.
improvements in production, as
and monitoring the various
well as considerable savings in
operating parameters plus alarms
Within the framework of the
terms of energy and production-
etc.
contract for the system all the
cycle costs.
regulating devices for controlling The system is thus able to
the ancillary processes have been
The following is a description of an
guarantee a continuous rate of
studied, defined and supplied.
energy recovery plant, where the
1 000 kg/h of saturated steam at a
customer needed to eliminate
generating pressure of 6 bar g,
The recovered steam, generated by
waste as far as possible, with the
corresponding to 2 680 MJ/h,
the evaporation unit, is sent to the
minimum cost.
which, at the average generating
steam drums of the adjacent
costs, represent up to
thermal power station for the
For reasons of hygiene and health,
approximately â‚Ź150 000 per year.
production plant, where, by means
the plant needed to dispose of
(A small amount should be
of a system based on selective and
waste efficiently. Two different
deducted for the methane used for
priority control, it enters the line
approaches were available to the
supporting the combustion.)
with precedence over the steam
customer:
produced by the direct fired boilers Once the investment has been
} To employ a specialist } To do the job in-house
(Fig. 4).
amortized, an annual saving in steam costs approaching 10% will
The pressures are regulated at the
be achieved, with the additional
values required by the loads. Re-
The first approach would imply
major advantage of being
routing of excess is possible
additional costs, which would affect
completely independent.
towards alternative, non-priority
production costs, and reduce market competitiveness.
uses. On the energy recovery plant, an initial section exists to process the
The generation of the live process
The second approach is usually
waste for combustion inside the
steam is carried out by indirect
more attractive.
furnace. Loading is automatic and
unfired evaporators, set, in this
combustion takes place with the
case, above the boiler (Figs. 2 and
In this specific case, the synergy
ignition and support of a natural
3) and fed with diathermic oil. The
and collaboration between Spirax
gas burner, which is controlled,
systems are equipped with
Sarco and our customer has
regulated and measured, by the
appropriate mixing valves
produced a cost effective solution.
supervision system.
governing circulation}}}
March 2003 Spirax Sarco News 9
turbulence for maximisation of heat-exchange coefficients, high speeds and self-cleaning operation under standard running conditions. The result is a maximisation of both thermal efficiency and efficiency of production, combined with reduction of cleaning operations practically to the point where they are eliminated altogether, to the complete satisfaction of the end user. Fig. 5 Clean-steam generator for production and washing-water purposes
We wish to express our indebtedness to and admiration for
Fig. 6 Condensate-boosting assembly
the work of the end user, who built of the oil for controlling the rate of
pumps, fed at the same pressure
and is owner of the systems and
flow of the steam produced and the
as the steam (Fig. 6). In fact, the
who prefers to remain anonymous.
corresponding pressure.
paths through the pipe ducts
We likewise wish to express our
amount to several hundred metres,
gratitude to the contractor (Soc.
The foregoing description does not
so that it becomes imperative to
Idrotecnica di F.lli Bertoni), who
cover all the work that has been
use pumps.
has made possible careful, professional and efficient
carried out; however, it does represent a long and constructive
Also worth mentioning are the
implementation of the systems,
technical relationship with the
systems for preparation, heating,
whilst a special acknowledgement
contractor and building company
storage and pressurised
is due to our area technician,
and with the technical and
distribution of the enormous
Massimo Lombardi, who, by his
management staff of the end user.
quantities of very hot water
professional expertise has been
required for the various plant
able to gain the esteem of such
production phases (Figs. 7 and 8).
highly qualified customers. |}
Other interesting applications exist including the generation of clean process steam using a specially
The system is highly innovative and
designed indirect generator of the
combines technically advanced
kettle re-boiler type (Fig. 5). Using
corrugated-tube heat exchangers
industrial supply steam at a
into a technically advanced system
pressure of 10 bar g, clean steam
solution. These include high
is generated at 4/5 bar g for direct injection into the product and for sterilisation processes. The generator is of course fed with osmotized water, which is preheated using a heat recovery system from the primary circuit. The return of the condensate into the power plant from the various decentralised points of use is then obtained with boosting units employing MFP14 mechanical type
10 Spirax Sarco News March 2003
Figs. 7 - 8 Details of the complex for preparation of very hot water
www.spiraxsarco.com/es/
Web page C
ongratulations to the teams in
Spirax Sarco Spain and Spirax
Sarco Russia for all the hard work involved in getting their websites on line. The sites are quite extensive with a lot of translation work completed, including Spanish and Russian version Technical Information Sheets, product www.spiraxsarco.com/ru/
overviews, Installation and Maintenance Instructions. Web statistics During January 2003 SpiraxSarco.com had the highest number of visits made so far in one month, a total of 33 753. A visit can be described as the number of times a visitor came to your site. In a comparison between January 2002 and January 2003, a year on this month has seen an increase of 15 281 visits. The tables show the total number of visits per site. |} Editor s comment: Why not spend a few moments with each major customer showing them what material is available at www.SpiraxSarco.com?
} Technical Information Sheets } Product overviews } Installation and Maintenance Instructions
} } } } } }
Sales brochures Steam tables CAD Resource Centre Distance Learning Success Stories News...etc.
Visits for January 2003 Site Group SpiraxSarco.com
Visits 3105 33753
Centrally hosted PDFs opened from the Search Results/Technical Library of an associate website will result in the Visits being incremented for both sites. The Visits figure for SpiraxSarco.com only records this as a single visit. Information Centre AU - Australia BE - Belgium BR - Brazil CA - Canada CZ - Czech Republic DE - Germany DK - Denmark ES - Spain FI - Finland FR - France IT - Italy KR - Korea MY - Malaysia NZ - New Zealand PL - Poland SG - Singapore TH - Thailand UK - United Kingdom US - USA ZA - South Africa RU - Russia CAD Resource Centre Canadian E-commerce Distance Learning
14391 1093 828 1372 805 149 1005 775 111 236 668 1148 5424 79 160 572 223 290 4452 11675 157 23 3996 122 753
Total
33753
March 2003 Spirax Sarco News 11
Customer service the next level? John Valant, General Manager, Spirax Sarco Denmark, talks about the work being undertaken to link Denmark s CRM system to their website, in a move to increase customer support.
T
here is little doubt that one of the major parameters in future
competition is the ability of organisations to respond fast to customer needs and complaints. One of the tools that can help us accomplish this is our presence on the Internet through our website. Spirax Sarco Denmark is currently working together with UK on a new addition to our website, which will be a support function from which customers will be able to submit cases directly into our Customer Relationship Management (CRM) system for immediate action. A new short-cut will be added to
Case Generation
our website - called Support . This link will initially take the customer
The customer will receive a short electronic reply and thank you for
to a new page, which will explain
submitting the case.
to the customer about either support options i.e. how to contact
What happens next?
us by phone or alternatively the
So, now we make it easy for customers to submit cases being either
customer will be able to submit his
product or system related, which is okay, but the real customer support
case on line.
does not really start before the customer feels cared for, so what happens next?
If the customer prefers to submit his case via the web, he will be
Initially all data from the form is captured on our CRM system. This is
presented with a form like the
actually the start of the process of submitting a Field Service Report via
following:
mail to the relevant product unit.}}}
12 Spirax Sarco News March 2003
The following is a screenshot from our CRM system, which shows how
Escalation happens if the case just
information about the case is made available to anybody within our
‘sits’ for eight working hours
Company who is in daily contact with the customers.
without anybody taking action. If this should happen the case is automatically re-assigned to a manager and an e-mail is sent (in this case to the general manager). This advises that we have a pending case, for which nobody has taken responsibility to move it through the system. During the entire process it is possible to follow each stage of the case and determine who is responsible for what and when. When the case is finally closed down and a solution has been submitted, it is possible to let the system generate an automatic email, which will inform the customer of the following points:
Actual Case
} } } } One of the benefits of having the information available is that our sales
Case number Description of problem Solution to the problem Advice that we have now closed the case
staff will immediately be aware of anything going on in the background with the customer. So, the sales engineer will not be surprised if the
Conclusion
customer suddenly raises the question of a product return or similar. The
What we are preparing is not very
information is there and linked not only to the customer but also the
complicated but it enables us to
contact.
respond fast and efficiently to our customerÂ’s problems, whether
Furthermore, it is possible for us to track the time needed to handle
product or system related. It also
product problems. Over time we are building a fairly large knowledge
enables us to follow up very
base of solutions to problems, from where we can search for possible
closely and notify the customer of
solutions to new problems that arise.
each step, which will give the customer the feeling of being
What happens with the form submitted by the customer?
cared for.
Immediately after submitting the form, the customer will receive an email generated by the system confirming the receipt of the case,
Much of this progress is semi-
allocating a case number for future reference.
automated and comes with almost zero extra effort to give the
Depending on the nature of the case, the system will immediately notify
customer extra satisfaction. |}
the technical support staff or in the case of a product problem, our service staff, that a case has arrived. They will be advised by the system that they have 24 hours to start working on the case, before the case is escalated.
March 2003 Spirax Sarco News 13
Success with a C Series against the competition Xavier Franco, Spirax Sarco Spain, tells Rick Plummer about the success he had with a 6" C Series control valve.
A batch of C Series valves at St Georges Road being prepared for despatch to Denmark
14 Spirax Sarco News March 2003
A
s I write this in early January
Getting the order certainly was not
the C Series control valves
straightforward as there were
have only been released to
many technical issues to confirm
Associates in sizes up to DN100
with the customer, which required
(4"). However, we are glad to say
several quote revisions and we had
that we have just received a firm
to beat some strong competition.
order for a DN150 (6") C Series valve with a promise of an
The competition
acceptable delivery time. It is the
In this case our competitors were
first order for this size of valve.
Masoneilan and Schubert and Salzer both of who offered valves,
The valve is to reduce the pressure
which were completely different
of up to 27 000 kg/h of
from our modified equal
superheated steam at 310ºC from
percentage globe valve design.
Schubert and Salzer sliding gate valve
22 bar g to 6 bar g and is fitted
(the customer mentioned about
with an extended bonnet, and two
half the C Series price).
stage low noise balanced cage trim.
Fortunately the orifice plate
The shut-off is required to be
solution is technically very
tighter than ANSI Class IV, so a
questionable, with the high flow
powerful PN1673 actuator is fitted.
turndown required. We were able
We are supplying the whole control
to argue our technical case in a
loop including a 4-20 mA pressure
large meeting with the end user,
transmitter, electronic controller
the contractor and the plant s
and with final control through an
technical staff. Schubert and
SP2 digital positioner. The order
Salzer were represented by a local
for these control elements is worth
re-seller, who did not inspire
about €11 000 and there is a
confidence as there were several
further pending order worth €10 000 to complete the pressure
Masoneilan rotary control valve with LO-DB plug
technical points left outstanding. As you see the final outcome was positive for us.
reducing station. Included in this is a Y-type strainer, two isolating
Masoneilan quoted for their rotary
valves, safety valve and steam
Varimax type with a LO-DB
Conclusion
trap.
perforated low noise trim. The end
Whilst this is the first C Series
user, the steel company Aceralia,
order for Spain and also the first
expressed a preference for
one larger than DN100 (4"), sales
Masoneilan valves. However,
of the smaller sizes of C Series
Masoneilan would only supply the
have been creeping up and now
valve and would not take any
amount to more than 50 valves,
responsibility for other items in the
supplied to a number of countries.
control loop; such as isolation
Virtually all of these incorporate
valves, pressure transmitter and
multi-hole drilled cages for low
the controller. Also they could not
noise at high differential pressure
offer any on-site start up
or for liquid cavitation control. |}
assistance. Schubert and Salzer quoted for their sliding gate valve type GS, with a multi-hole orifice plate downstream. Their solution was C Series 2 stage balanced low noise trim
naturally much cheaper than ours
March 2003 Spirax Sarco News 15
Double success for apprentice David Rich, Training Officer, reports on the success story of one young man.
G
raham Thomas is a Craft
examining bodies, as well as the
need to be adaptable and of the
Modern Apprentice, who
employing companies. For Spirax
prospects open to those who are
joined the Company in September
Sarco I attended, along with
prepared to make the effort. As
2001 and I am pleased to report
Graham Sutton, who will be
they were all there to receive
that since starting with us, as well
employing Graham Thomas in the
awards, there was a lot of potential!
as achieving the required first year
Central Machine Shop at St Marks,
qualifications, he has also been
on completion of his apprenticeship.
awarded certificates by
Following this, the actual awards were presented. There were more
Gloucestershire College of Arts and
The opening address was given by Mr
than fifty recipients from across the
Technology and the Engineering
Terry Slater, the Director and Chief
entire South West region, each being
Employers Federation.
Executive of the Engineering
photographed receiving his or her
EmployerÂ’s Federation (western
award from Johnny Ball.
On 5th December 2002 Graham
area). The guest speaker for the
attended a presentation evening at
evening was television presenter
After the formal events, an excellent
the college, where he was awarded
Johnny Ball, who proceeded to give a
meal concluded the event, during
a certificate for the best all round
most enjoyable and enlightening talk.
which time it was possible for
performance on a National
families to speak to the employers
Vocational Qualification. This was
Using his considerable knowledge
and for employers to make new
as a direct result of the effort he
and skill achieved over many years
contacts across the region.
has put in at the college during the
of broadcasting, he captured the
first year of his training.
audienceÂ’s attention.
A week later, on 12th December,
His presentation was aimed
deserves all the congratulations
Graham was presented with a
primarily at young people,
that are due. It is to be hoped that
certificate for coming third in the
forcefully, but often humorously,
by his example other apprentices
annual Apprentice of the Year
getting across the importance of
will feel that their work is equally
competition, for the South West of
Engineering and Engineers, the
worthy of such praise. |}
Graham is a fine example of what young people are capable of and
England. This competition is organised by the Engineering Employers Federation for the South West of England, in conjunction with the Engineering and Marine Training Authority. The event was held at the Winter Gardens, Weston-Super-Mare. Present were apprentices from all over the region, their families, guests and representatives from the
16 Spirax Sarco News March 2003
Left to right are: Graham Sutton, Graham Thomas, David Rich and Brian Sanderson (our external assessor from Avon Vale Training).
Competitor update Heineken chooses Tyco valves
polyester resins has equipped its
Emerson s first place technology
Vrumona, based in The
new gel coat manufacturing facility
wins include Brooks Instrument for
Netherlands, is the soft drinks arm
in Norway with a Tyco valve and
positive displacement and variable
of the Heineken Group. For their
actuation package.
area flowmeter, Daniel for turbine flowmeter and Fisher Controls,
newly built syrup hall , it specified Tyco 600 Hovap brand Varioflow
The Tyco package includes full-bore
control valves and displacement
mixproof valves and Basicflow
double flanged ball valves with
level.
single seated valves in 37
firesafe trim, butterfly valves,
manifolds. Hovap single-seated
check valves and PremiAir
Rockwell Automation® and
Basicflow valves and double-seated
pneumatic actuators fitted with
Flowserve®
Varioflow mixproof diverter valves
AVID range ZR-Plus position
Complete Automation company
are designed for use in applications
monitors to EExme classification.
Rockwell Automation will provide
where hygiene is important.
The ZR-Plus is suitable for
Entek condition-based monitoring
intrinsically safe applications and
equipment, software and services
Insensitive to pipeline pressures,
integrates a pre-wired solenoid
as an integrated condition
the patented Varioflow valves are
valve coil and position sensor in
monitoring solution to customers
100% mixproof, and ensure total
one single IP67 resin unit.
of the Flow Solutions Division of Flowserve Corporation. This
protection from exterior contamination and bacteria build-
Emerson named top supplier in
unique relationship brings the
up, as all valve wetted parts are
28 categories
global Rockwell Automation
contained inside the valve body.
Emerson Process Management has
integrated condition monitoring
been voted supplier of the best
software, services and technology
A key feature of the valves is their
process management technologies
expertise together with
balanced design; to reduce
in a record 28 automation
Flowserve s pump and sealing
sensitivity to stress, bodies are
categories in the 11th annual
systems experience into one
clamped rather than welded, and
Control magazine Readers Choice
integrated customer solution. The
the encapsulated wetted areas are
Awards.
combined expertise of these two companies will enhance and
all made from food approved materials. This double-seated valve
Control readers cited numerous
develop predictive reliability
also features flushable O-rings to
Emerson technologies as being
solutions to Flowserve customers
reduce the risk of product
automation s best, including the
by improving their uptime and
entrapment and contamination.
intelligent field components that
reducing maintenance costs.
power Emerson s PlantWeb® Vrumona chose the Hovap valves
digital plant architecture. The
Rockwell Automation will provide
for their patented, double-
DeltaV digital automation
products and services to
balanced, waterhammer proof one-
system, another core PlantWeb
Flowserve as part of an integrated
piece body design and ability to
component, won the process
condition based monitoring
eliminate product loss during
control system category.
package focused on the entire pumping system. Flowserve state
switching. Hovap valves combine optimal flow control and high kV
Control readers also endorsed
it will be more able to help its
values, with simple in-line servicing
Emerson software, voting it best in
customers identify developing
and cleaning.
eight of 10 categories. Emerson
faults in equipment so that
also led the way in customer
corrections can be made before
Tyco valves for resin plant
service, receiving high marks for
they affect production, safety or
A large supplier of unsaturated
excellence in 33 categories.
reliability. |}
March 2003 Spirax Sarco News 17
Introduction to time management for sales representatives Bob Grattage, General Manager, Canada, takes a look at the principles of time management in the first of a two-part article. The first part focuses on time management, goal setting and breakdowns, and transferring this data to the monthly planner.
AX IR SP RCO SA
ME TI
18 Spirax Sarco News March 2003
T EN EM G NA MA
A
s a sales representative you
component parts that the goals are
you ever noticed how people who
have special time concerns
made of. Consider for instance the
have goals and are serious about
and unique perspectives on various
goal of achieving your sales target.
their future, take great care to use
aspects of time management.
This goal can be broken down into
their time well? These people seem
Many of your activities are
four sub goals. Each sub goal is
to consider time a precious
scheduled for you as appointments,
the successful completion of one
resource to be used in ways that
follow up and reporting. You may
year of your career. These sub
lead to their goals.
find though, a substantial chunk of
goals can be broken down further
your time is flexible but this still
into individual actions within each
What has the highest value to you?
must be allocated to things like
year. The actions can be broken
What has to be done first? Are you
Open University, home study,
down into target customers,
working towards your goals? Are
commuting, etc. After all is said
surveys and product promotions
you getting to your goals with the
and done, many of us find
etc. Finally down to your planned
least effort?
ourselves disappointed with our
calls for tomorrow and next week.
ability to plan, stay on track and get things done.
Now think about these activities in In an example, consider how to
terms of importance and urgency,
increase sales in a semi-established
effectiveness and efficiency. The
Your future depends on your
area. Now consider breaking down
next section allows you to take all
decisions and actions of today
the work into logically separate
of your aspirations and make them
more than anything else. It is
units. Three possible components
happen. In the following you will
important to clearly determine
might be:
learn a step-by-step method of
what you are trying to accomplish.
how to get control over your time
} Complete a review of the existing
and keep it. By learning to use a
about your future plans and the
customers and analyse how much
structured, detailed planner youﾂ値l
activities of today that will get you
additional business you can sell
be developing a set of skills that
there, the more likely it is that you
to them.
you will carry with you whatever
The more clear and specific you are
will make them happen.
} Look at potential customers not
you do in the future.
currently buying from you but Have you set your goals?
who may have purchased in the
To start this exercise write down
past.
your top three short-term goals.
} Look at customers who have
These are goals that you should be
never bought from you but have
able to accomplish within a year.
shown interest in your products
Also think about some of the things
through advertising and can be
that you would have to change in
called upon.
Here are four tools to help you:
} } } }
The monthly planner The weekly objectives list The weekly planner The time log
It should be emphasized here that
your life to make them work. Then write out your top three long-term
There are many others but the
it is not the papers but the thinking
goals. While you write keep in
point here is not to prepare to
process involved in planning.
mind that the more clear and
attempt to reach target in a few
detailed your goal statements are,
large chunks but to demonstrate
The monthly planner
the more likely it is that youﾂ値l
the breakdown of sub goals into
We can use the monthly planner to
succeed. Be warned that if you
smaller, more concrete and easily
record important milestones along
have not completed this goal
attained activities. Generally
the way between now and the
setting exercise the remainder of
speaking, the smaller and more
expected completion date of the
the exercises will be much less
clearly defined your activities are,
goals. In this way the monthly
effective.
the easier and more productive
planner becomes a tool for tracking
your planning will be.
the progress of all of our important projects.
Goal breakdown Having written your short and long-
What is your time perspective?
term goals, consider all of the
How do you think about time? Have
By looking at the completed}}}
March 2003 Spirax Sarco News 19
monthly planner we can instantly
Monthly Planner
determine not only on which sub goals we should be working on any
Monday
given day, but when during the
Tuesday
Wednesday Thursday
Preperation for Friday visit 21/3/03
weeks to come will be periods of high work load, whether we realistically have time to take on
Friday
Saturday
Appointment with sales rep 1.30-2.30
Time Management Workshop 9.30-10.30
more work, and whether we are on
Sunday
Complete review of 1st weeks work
target for the completion for these already planned goals. The monthly planner simply gives us a
Complete review of 1st half of second weeks work
Compile a list of customers who have never bought but shown interest in products
longer range look at our time than either the daily or weekly planner and helps us to more accurately
Time Management Workshop 9.30-10.30
anticipate the unfolding of our time weeks in advance.
Prepare stand for exhibition 29/3/03
Exhibition starts at 8.30
LetÂ’s say for example that you had an up-coming appointment on
planner, you would enter a series of interim objectives between the start
Friday. You would want to enter
of your preparation for the visit and the appointment date itself. These
this date in both the monthly and
milestones would serve as indicators of the progress of your visit.
the daily / weekly planner. In keeping with our suggestions for
In next monthÂ’s edition we shall be looking at the weekly objectives list,
keeping sub goals in the monthly
weekly planner, time log and time shifts. |}
20 Spirax Sarco News March 2003
There are teachers and then there are educators
Phil Stockford, Technical Manager, Group Marketing
W
e all, at some stage of our
subject, it s more a matter of
working lives, have to pass
knowing their subject and being
on information to others. This
able to educate their audience.
may be in the form of an informal
There seems to be no magic rule,
chat to someone new to the
these people are all different, yet
department or it may be rather
they can achieve the same result.
more formal, perhaps standing in front of a group of people who are
There is always more than one
expecting you to tell them how
way to communicate the
things work (or often...why they
message. These special people
don t work) or why things are
involve the audience. They make
done a certain way. It s very easy
their lectures interesting. They
to forget that the people, to whom
think laterally and drag their
you are speaking, know less about
audience with them, so they are
the subject than you. If you don t
hanging on every word and
get the message across, your
desperately waiting for what s
audience feel let down. It s your
coming next. Rather than boring
fault they re not learning
old facts and figures, they talk
anything, not theirs, and they
about the application and they
day, the girls would put them
switch off! If you ve reached this
involve mental pictures that
back.
stage, you ll probably never get
replace a thousand words.
them back. What a waste of time, effort and money.
Finally the principal decided that I know they do these things and
something had to be done. She
yet I find it difficult to do them
called all the girls to the
Some people are very good at
myself. However, I will try to
bathroom and met them there
reaching their audience; I could
become one of these elite. To
with the maintenance man. She
name loads of people in Spirax
help me along the way, I carry my
explained that all these lip prints
who have the knack.
own mental picture as a reminder
were causing a major problem for
Unfortunately I don t profess to
of how to get the message
the custodian, who had to clean
be one of them. I have had the
across . It goes as follows:
the mirrors every night. To
pleasure of being at the back of a
demonstrate how difficult it had
room watching some of these
A private school was recently
been to clean the mirrors, she
people at work and admire the
faced with a unique problem.
asked the maintenance man to
way they get their message
Some 12-year-old girls were
show the girls how much effort
across. They seem to be able to
beginning to use lipstick and
was required. He took out a
do so with ease, with panache
would apply it in the bathroom.
long-handled squeegee, dipped it
and with professionalism. They
That was fine but after they put
in the toilet and cleaned the
have their audience in the palm
on their lipstick they would press
mirror with it. Since then, there
of their hands, without even the
their lips to the mirror, leaving
have been no lip prints on the
remotest bead of sweat on their
dozens of little lip prints. Every
mirror.
forehead. It s not just a result of
night, the maintenance man
knowing and teaching their
would remove them and the next
Message received loud and clear! |}
March 2003 Spirax Sarco News 21
Take five This month s question is as follows:
The answer to last months
Editor s comment:
question is...
If you ve got a good brain-teaser why not forward it to me at
In your cellar there are three light switches in the OFF position. Each
A square manhole cover can be
switch controls one of three light
turned and dropped down the
bulbs on the floor above. You
diagonal of the manhole. A round
may move any of the switches but
manhole cannot be dropped down
you may only go upstairs to
the manhole. So for safety and
inspect the bulbs once. How can
practicality, all manhole covers
you determine the switch for each
should be round.
AlisonBone@SpiraxSarco.com |}
bulb with one inspection?
News award H
onestly, it was very difficult to judge the winner for the
February News award. However, I finally chose Andrew Bendall s article, Questioning and listening as the winner. This article is aimed at promoting good communication skills. Nowadays, communication is very important for successful leaders and professional managers. However, it is even more important to the salesperson. A recent survey showed that 80% of managers and salespeople failed to do their job correctly due to the lack of communication skills. My view is that this article may be very helpful in aiding our understanding of the customer,
Editor s comments:
through effective communication
Many thanks to the News award Judge for deciding this month s worthy
skills by questioning and
winner. Congratulations to Andrew on his article, the prize of £100 and
listening. |}
certificate are on their way to you.
22 Spirax Sarco News March 2003
Retirement Peter Hyett, UK Sales P
Gary Eckersley
eter Hyett joined Spirax Sarco
entitled steam trapper , together
UK in June 1966 as a Technical
with being a member of the
Assistant in the Sales Department.
Somerset Cricket Club.
An opportunity to move outside
In all Pete s years with Spirax he has
came in 1968 when Peter joined
always maintained a good sense of
Dickie Dodsworth and Alan Shipman
humour and high work values, which
on the South West Counties area.
have been an inspiration to those
He continued as First Assistant to
who have been fortunate enough to
Gary Sowerby when he took over as
have worked with him.
Senior of the area.
where the site specification reads like a Spirax Sarco catalogue.
In retirement Pete plans to take up golf, using his retirement gift
When UK Sales was reorganised in 1999, Peter remained in the Devon
Peter has for many years lived in
presented by the members of the
area and has been a valuable
Newton Abbott where the countryside
Regional Team, however I suspect
member of Gary Eckersley s
around nearby Dartmoor allows him
Phyl, his wife, has other ideas.
Regional team, winning the sales
to pursue his favourite hobby of
cup in 2001. One of Peter s many
walking.
successes has been in his dealings
other hobbies are letter boxing, he
been a privilege to have worked
with the Devonport Dockyard,
has his own unique letter box stamp
with you. |}
When time permits, Peter s
Have a great retirement Pete, its
Spirax views T
he following letter was received from Bernard Parkin, UK
Retired. |} I think those who still remember me will be interested to know that I have recently received a second Royal Warrant. Very soon after I retired from the Company I was appointed Racing Photographer to Her Majesty Queen Elizabeth The Queen Mother (1993). This warrant holds until 2007. I have received notification from The Lord Chamberlain that I have been appointed Racing Photographer to Her Majesty The Queen. This Royal Warrant took effect on 1st January 2003. Sincerely,
March 2003 Spirax Sarco News 23
Andrew Wilkinson T
he following letter was received from Pat Wilkinson. |}
Andrew Wilkinson May I through the medium of Spirax News express my sincerest thanks to all Andrew s colleagues and friends throughout the Spirax World for their cards, letters and messages. I have been overwhelmed by so very many tributes. Thank you all.
Charles O Malley T
he following letter was received from Keith O Malley, Charles
son.|}
It is with great regret that I have to inform you of the death of my father who worked for Spirax from 1958 to 1979. Charles O Malley died on 10th December 2002 at the age of 82 (As reported in the February 2003 edition). My father Charles O Malley and my mother Phyllis emigrated to Australia in 1980 to be near my two sisters who had previously emigrated to Australia, one of them being married to an Australian. My father is survived by my mother Phyllis and all seven children and 11 grandchildren and one great grandchild. They settled in a town called Wodonga, which is on the border between New South Wales and Victoria, approximately halfway between Sydney and Melbourne. They were certainly very happy in Australia and the climate suited them very well and generally they have had good health. My father worked for Spirax in the days of Lionel Northcroft being at the helm. I know that he was always very happy and always spoke very highly of the many friends that he made at Spirax.
Peter Gordge W
e regret to inform you of the death of one of our pensioners, Mr Peter Gordge, on Monday 13th January 2003. Mr Gordge retired from Charlton House in March 1988 having completed 36 years and seven
months service. |}
24 Spirax Sarco News March 2003
People in the news David Organ
Rick will also put his weight behind
joins us as Finance and Accounting
David Organ took on the role of
the Automation initiative, with
Manager. Uraiwan was previously
Group Business Development
Graham Dear and Chris Sampson
with the pharmaceutical equipment
Manager for Controls from Rick
reporting to him.
supplier Beckton Dickinson, prior to
Plummer at the beginning of February.
which she was with a division of Tony Lindars
Nestlé Thailand.
Tony Lindars has joined UK Sales, David is no stranger to Controls,
Energy Services Department as a
In her spare time Uraiwan plays
having launched PN / EL into South
Regional Service Engineer.
badminton and is an avid reader.
also worked in CAM for many years,
Tony has held previous field sales
We wish Uraiwan a long and very
where he was actively involved with
roles within both Hotpoint and
happy relationship with the
the development and introduction of
Balkancar UK (manufacturers of
Company.
the C Series valve range. His
industrial manual handling
recent experiences in strategic
equipment).
East Asia some 10 years ago. He
marketing and the development of
Births
the Group s sales and marketing
Tony lives in Dunstable and his
planning process will also be of
appointment will further strengthen
benefit in this new role.
our service support in the South and South East.
Rick Plummer Rick Plummer has joined the UK
Tony s outside interests include
Sales Management Team as the
cycling and playing the guitar.
Engineering Manager. Uraiwan Anantametangkoon Rick has vast technical and
We are delighted to welcome to
application knowledge and is to act
Spirax Sarco Thailand, Khun
Maria Barbara Fernandes
as the Chief Engineer and help
Uraiwan Anantametangkoon who
Congratulations to Antonio Alberto,
everyone involved to lift our
Spirax Sarco Portugal on the birth
engineering standards, one of our
of Maria Barbara. Maria Barbara
main value added elements. Paul
was born 23rd January 2003,
Mayoh will assist Rick in this task.
weighing 3.1 kg and 40cm long. |}
In recent years Rick has been responsible for Controls, first in CAM and more recently with Group Marketing as the Business Driver. In this role he has been involved in the ControlABILITY initiatives, the creation of the Controls strategy and Where next with Controls exercise and report. Rick is now anxious to use all this knowledge to support our sales growth objectives.
March 2003 Spirax Sarco News 25
Industry bites Invensys to build S$70m plant
companies and the City of Chicago
The founding members of CCX
Invensys of the UK is investing
are to be founding Members of the
include American Electric Power
S$70m to build a new facility in
Chicago Climate Exchange (CCX),
(AEP), Baxter International, the
Changi Business Park, Singapore,
a voluntary cap-and-trade
City of Chicago, DuPont, Equity
which will serve as the companyÂ’s
program for reducing and trading
Office Properties Trust, Ford Motor
Asia Pacific headquarters for its
greenhouse gas emissions.
Company, International Paper, Manitoba Hydro, MeadWestvaco
production management division. Invensys develops software and
In the voluntary action, the
Corporation, Motorola,
sells systems to help companies in
organisations have made a legally
STMicroelectronics, Stora Enso
diverse industries ranging from oil
binding commitment to reduce
North America, Temple-Inland and
and gas to food and beverages.
their emissions of greenhouse
Waste Management. |}
gases by 4% below the average of Greenhouse gas reduced
their 1998-2001 baselines by
voluntarily
2006, the last year of the pilot
Leading US and international
program.
Share news O
ver the last month worries
over a possible war with Iraq
Phil Aplin, Group Financial Accountant
Spirax Sarco Engineering Share Price Against the Market
has sent the market, as 480
index, down. While the Spirax
460
share price has followed this
440
trend, against this background the shares have held up reasonably well today (12th February) standing at 388p. |}
Rebased closing price
represented by the FTSE 100
Spirax Sarco share price FTSE - 100 Index
420 400 380 360 340 320 300
26 Spirax Sarco News March 2003
Feb 03
Jan 03
Dec 02
Nov 02
Oct 02
Sep 02
Aug 02
Jul 02
Jun 02
May 02
Apr 02
Mar 02
280
Hot water system doubles pharmaceutical production capacity Paul Moulder, UK Marketing Communications Executive, discusses the success at Janssen Pharmaceuticals.
To solve this problem a Spirax Sarco APT14 automatic pump trap is fitted to each exchanger to ensure that condensate is always removed, even under low loads when vacuum conditions could be created. The engineered system was supplied complete with the pumps
A
to send the water around the Spirax Sarco skid-mounted hot water system is enabling Janssen Pharmaceuticals, part of the Johnson & Johnson group, to more
supply loop and a control panel that links with Janssen
than double the capacity of part of its production facility at Little Island,
Pharmaceuticals plant-wide control
County Cork.
system. This enables production operators to remotely monitor and
The demand for hot water to heat five jacketed batch reactors varies
control the hot water system from
depending on the number of reactors in use. A previous system fed
the central control room.
the jackets from a 1 000 litre tank, which had to be at 65°C to 70°C before production could begin. Each jacket takes around 400 litres of
The system operates by taking cold
hot water, so only two reactors could be heated simultaneously.
water at around 25°C from the
Increases in production demand required more than two reactors to be
supply tank where it is raised to
heated at a time. To avoid staggering production which reduces plant
70°C in the heat exchanger. This
utilisation, it was decided to upgrade the hot water system.
hot water is then fed into the pumped supply loop and tapped off
The new Spirax Sarco system, now supplied from an insulated
to feed as many heating jackets as
6 000 litre tank, allows all five reactors on the hot water loop to start up
required.
simultaneously and almost immediately. This has allowed Janssen Pharmaceuticals to more than double the capacity of its processes
As well as increasing capacity, the
which use hot water.
new system also improves the control of the hot water temperature
At the heart of the Spirax Sarco engineered system is a plate steam heat
over the full range of loads. It really
exchanger. One of the features in the Janssen Pharmaceuticals application
improves production efficiency. |}
is the wide variation in load on the heat exchanger. At low loads, the steam pressure can drop so much that it would be unable to force condensate out of the exchanger. If this occurred, a standard steam trap would be unable to drain condensate from the exchanger, causing it to become waterlogged, losing heating efficiency and even stalling.
March 2003 Spirax Sarco News 27
New premises down under Colin Bennet, General Manager, Australia, announces the new Victorian offices opened near Melbourne.
O
ur Victorian operations, based in Bayswater near Melbourne,
have grown considerably over the last few years. Apart from the traditional Spirax sales team, which is ably supported by our inside staff, growth of staff and business has taken place in the steam audit and service side of the business. In more recent times, we have taken on two additional sales engineers to cover the sales of our water treatment and chemical products. Because business and staff have grown significantly, operating from our old Jersey Road premises of 20
The exterior of the new premises
years, life has been a little cramped for our Victorian colleagues. However, in November of 2002 we moved, literally across the road, into our new premises for which Chris Ball was on hand to officially open. The new premises contain stores / warehouse area, boiler and test / demo rig for customers and testing of overhauled equipment, school room, service workshop area, sales engineers, and general office areas. There is even room for further expansion when necessary. The move comes on top of a very successful year for Steve Ketzer (State Manager) and the Victorian team. |}
28 Spirax Sarco News March 2003
The new reception area