Sometimes what starts out as a simple service call can end up being the solution to a major problem for a customer. This was the case when a local service representative was called out for a routine maintenance at a plastic pellet producing plant.
As the service representative performed a routine maintenance in the 24-hour operational plant, he began to ask questions about the plant and their filling processes. The plant manager explained that the plastic pellets were being sold by estimated weight amounts in a “near full” box. Depending upon how the pellets settle, the final box of pellets the customer receives is never the same. When the customers receive a light box, the distribution warehouse sends out free product to make up for the shortfall. As it turns out, customers were not calling to report overfilled boxes. In addition to the product loss, the plant manager also mentioned that his workers often had to file workers compensation claims due to back injuries from pushing the filled pellet boxes.
Upon hearing about this inaccurate and costly process, the METTLER TOLEDO service representative suggested several items to the plant manager. METTLER TOLEDO could piece together a system that would accurately weigh the boxes as they were filled and mount a display at eye-level for the employees to ensure the boxes were not over or underfilled. The service representative also suggested adding a motorized vibratory conveyor to mount on top of the scales, allowing more settled product to be put into the boxes. The plant manager was impressed with the solution and decided to replace his existing system.
Eight METTLER TOLEDO VLC Floor Scales with rolling conveyor tops were installed at the customer site. The conveyor tops were added to address the workers frequent back problems due to pushing the heavy boxes. This new system allowed users to push the boxes down the fill line with minimal effort. The Panther terminal was mounted at eye-level for users to determine the max weight of the pellets going into the boxes. The vibratory mount allowed the pellets to settle faster to allow for more filling room.
The METTLER TOLEDO service representative worked with the plant manager on the installation. Because the customer ran an around-the-clock operation he purchased a
custom-tailored service package to go along with the new product. This tailored service agreement allowed the service representative to go into the facility during the second and third operation shifts as not to disrupt the constant flow needed at the plant.
What seemed like a typical service call resulted not only in the timely repair of a broken product but the total repair of a broken operation. The customer is very pleased with the outcome of the new system and has already seen a return on his investment based off of what he would have lost by sending out free product due to product shortfall. The system coupled with the tailored service agreement was a win-win situation for both METTLER TOLEDO and the customer.