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MODULE 12 Quality Service Management For Technical Service

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MODULE 12 QUALITY SERVICE MANAGEMENT FOR TECHNICAL SERVICE

CONTENTS Section 1 Section 2 Section 3 Section 4 Section 5 Study Guide Objectives for Module 12 Introduction Quality Service Management for Technical Service Appendices

PAGE 3 4 5 6 - 12 13 - 17

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SECTION 1 STUDY GUIDE

Module 12 consists of this workbook and a video. There are no ITQs (In Text Questions) or Case Studies associated with this module, the main purpose of which is to reinforce and clarify material found in other modules. However, some additions are made to earlier modules to better reflect customer expectations, the needs of International Paint, and how records should be kept.

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SECTION 2 OBJECTIVES FOR MODULE 12

When you have completed Module 12, you should be familiar with: 1. 2. 3. 4. Procedures to be followed prior to vessel docking. Procedures to be followed regarding submission of the final specification. Procedures to be followed at the drydocking inspection. Procedures to be followed at final inspection and contract completion.

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SECTION 3 INTRODUCTION
The marine coatings industry today is becoming increasingly competitive with both ship owners and shipyards alike constantly looking for high quality service in addition to the product in the can. All customers require the products to perform within the marine environment but they also expect advice and assistance to be provided, often free of charge, in the form of technical service. It is in areas such as technical service that an advantage over competitors can be gained by providing a consistent service worldwide that meets the expectations of the customer. International Paint being the largest supplier of marine coatings worldwide, is best placed to do this and gain the maximum benefit. It is difficult to measure how customers rate technical service but there is little doubt that a successful docking that has been serviced well is likely to help in securing future business. Satisfying the customer by meeting his expectations is a key element. Even companies who already have a reputation for quality goods or service must continuously improve to stay ahead. In order to do this, International Paint are introducing a Quality Service Management System to its technical service operations worldwide. The quality system includes everything that you do which can affect the quality of the service that we provide. In simple terms, this means stating what we will do, doing it and recording what we have done. This will allow us to offer a consistent service worldwide, that is clearly defined and has been designed to meet both the customers expectations and our own requirements. Once implemented, the Quality Management System could eventually become part of each locations ISO 9000 system, which is the international reference standard for quality systems that more and more customers are demanding from their suppliers.

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SECTION 4 QUALITY SERVICE MANAGEMENT FOR TECHNICAL SERVICE

You should all be familiar with the General Drydocking Procedures training module (No. 3) that shows in detail how a drydocking should be carried out. These procedures will form part of the Quality Service Management System but some additions are being made which better reflect customer expectations, our needs and also how records are kept. 4.1 CUSTOMER EXPECTATIONS Customers have different expectations and it can be very difficult to meet them all. As part of the Quality Service Management, we are therefore defining the service that we can offer and deliver; this has been produced in the form of a charter. Details of the Charter, which was drawn up following consultation with both customers and our own sales teams around the world, can be found in Figure 1. You should study it carefully and make sure that you fully understand what it says. The Charter defines our service offer and follows the guidelines in the Drydocking Procedures training module (No. 3). However, as you will see, it includes additional roles that are designed to specifically meet the expectations of our customers.

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Figure 1 : Technical Service Charter

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The Drydocking Procedures training module is divided into 8 sections. In this video we shall be focusing on 4 of these sections. 4.2 Pre-docking Liaison Final Specification Drydocking Inspection Final Inspection and Contract Completion

PRE-DOCKING LIAISON Pre-docking liaison is perhaps one of the most important parts of the docking process, especially when contact is first made with the Superintendent. In some cases, the Superintendent may arrive in a yard before the vessel and it is therefore important that contact is made as soon as possible. Shipyard personnel, such as the Ship Manager, should be able to advise you of the Superintendents movements. By meeting the Superintendent early you should take the opportunity to confirm that preparations are in hand for the docking. It is also important that you remain contactable and the introductory charter folder should be given. This should contain your: a) b) Business card, including an emergency number Proposed specifications - this could be the Interspec document

It is also important to agree contact times with the Superintendent. He may wish to have a formal daily meeting with all parties at a specified time or he may simply require a status report each day. You must determine his precise requirements in terms of times of meetings with him or his designated deputy. Do not make vague arrangements as his expectations and your understanding may be totally different and could lead to confusion and a complaint of poor service. Lack of contact can result in an impression that you are not present when required. To summarise the procedures: 4.3 Make contact with Superintendent as soon as possible after his arrival in the yard Submit the Introductory Charter folder Agree contact times for the duration of the docking

FINAL SPECIFICATION In many cases the proposed specification is not based on any inspection prior to the docking. Consequently, it is possible that it does not reflect the actual condition of the vessel and changes may have to be made following the indock inspection. A final specification can then be drawn up which meets the customers requirements.

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A new specification form has been produced as part of the Quality Service Management System and is designed to be the working document for the yard, contractor and owner. The form is simple to complete and contains basic information for the yard on products in addition to the specification. Surface preparation is specified in the appropriate part by a simple tick and stating the standard where appropriate. When complete, it should be signed by yourself and the Superintendent and issued to all parties concerned. You should also remember that if the specification is not met at any time during the docking, an exception letter should be submitted as outlined in previous training modules. (A copy of the drydocking specification form is shown in Appendix No. 1). However, there may be instances when our advice is not accepted by the Superintendent and he may wish to proceed despite our recommendations. In order to protect our interests, and avoid liability in the event of coating breakdown, a disclaimer letter or Important Note(*) should be submitted to the Superintendent explaining our concerns and signed by yourself. This would normally be issued via the relevant Account Executive and should be done so only with his agreement and after discussion with your Technical Service Manager. The wording for disclaimer letters/Important Notes(*) can be found in Appendix No. 2. This can be translated into your local language but it is essential that you highlight your concerns in the appropriate place, state your recommendations and state that we cannot be held responsible for any reduction in performance. If he refuses to accept it, then you should inform your Technical Service Manager who will immediately advise the salesman concerned. This letter should only be given to the Superintendent, given to no-one else and is a record of discussion between IP and the Superintendent. The specification sheet remains the working document and providing a letter has been submitted, can still be used. The letter should be attached to the log book and stored with it at the end of the drydocking. * It should be noted that International Paints legal advisers do not like the term disclaimer letter and have advised that these should be referred to a Important Notes. The standard letter used reflects this point. To summarise: 4.4 A final specification signed by the Superintendent and yourself should be issued to all parties as soon as possible after the indock inspection. A disclaimer letter/Important Note should be issued if you are not in agreement with any aspect of the specification Both documents should be attached to the log book

DRYDOCKING INSPECTION Record keeping is an essential part of any drydocking procedure. It is also important that these records can be verified or checked, which is part of the Quality Service Management requirement. It is unique to a vessel (see figure 2).

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Figure 2 : Maintenance & Repair Project Logbook

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This logbook has been designed to closely follow Dataplan inspection requirements, thus simplifying recording. There is provision for recording climatic conditions and paint deliveries along with extent diagrams and pages for notes. There is also a check list at the front to ensure that none of the main elements of the drydocking are overlooked. You should study the log book so that you are familiar with it and can use it with confidence. Upon completion of the drydocking the log book should be given to your Technical Service Manager for storage in the ships file and a new one obtained for the next vessel. To summarise: 4.5 Use the logbook to record your observations and notes Use one log book per vessel Store the log book in the ships file at the office with your Technical Service Manager

FINAL INSPECTION AND CONTRACT COMPLETION One element of the drydocking process on which you need to focus is the requirement for sea stores that are often taken on board at the end of the docking. Supplying seastores is only part of the service that we offer. You should take the opportunity to discuss the onboard maintenance programme with the Chief Officer, answer any questions that he may have, and make recommendations for future work. If there are any specific problems, areas requiring major refurbishment, or opportunities for upgrades on a vessel, you should inform the sales executive responsible for the account of your findings. He can then take up the matter with the shipowner and make recommendations as appropriate. Advice before, during and after the docking is part of the service offer that we are giving to our customers. To summarise: Take the opportunity to discuss OBM issues with the Chief Officer Advise the Account Executive of any specific future requirements of the vessel

4.6

SUMMARY The Technical Service Quality Management System is based on standard drydocking procedures. Additional items have been designed into them to enable customer expectations to be managed, our own requirements met and records to be made simpler and traceable. The additions consist of: a) b) c) The introductory charter folder The final specification sheet and disclaimer letter (if appropriate) The use of a vessel unique log book

Copies of all of these are available from your Technical Service Manager.
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The introduction of a Quality Service Management System can lead to competitive advantage by giving a better and more consistent service worldwide and meeting customers requirements. It is important that all Technical Service Representatives and Managers understand the procedures and implement them. A Quality Service Management System is rapidly becoming a standard requirement from customers and International Paints Technical Service teams will be a key element within it in the future. Although this system is targeted towards Maintenance and Repair drydockings a Technical Service Charter is also available for use on New Building projects. A copy of this is included as Appendix No. 3.

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SECTION 5 APPENDICES
5.1 5.2 5.3 Drydocking Paint Specification Form Format for Disclaimer Letters New Building Technical Service Charter

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APPENDIX 1

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APPENDIX 2
DISCLAIMER LETTER

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APPENDIX 3
TECHNICAL SERVICE NEWBUILDING CHARTER

A senior member of our local technical service team, together with the responsible Technical Service Representative, will attend a pre-project meeting with the shipyard, contractor and shipowners site team. We will provide contact telephone numbers for local personnel including the responsible Technical Service Representative and Technical Service Manager. At the pre-project meeting we will: Discuss and confirm final specification Agree inspection protocols and procedures

We will provide the shipowners site representative, and the shipyard/contractor if required, with periodic progress reports as agreed between concerned parties. We will make every effort to ensure that paint arrives in a timely manner. We will be present at agreed yard inspections and will monitor the following: climatic conditions surface preparation coating sequence and application

If we discover any deviations from the specification we will advise both the shipyard/contractor and owners representative promptly unless rectified. We will supply both the shipyard/contractor and owners representative with technical information about our products as requested. After completion of the project we will compile a Dataplan newbuilding report that will be forwarded to the ship owner via our Account Executive. We will supply the shipowner with an On-board Maintenance programme and specification prior to delivery of the ship. We will provide both the shipyard/contractor and owners representative with a questionnaire to allow you the opportunity to assess the performance of our technical service.

Our Technical Service Representatives will take all reasonable care when giving advice and preparing reports. The role of the Technical Service Representative is advisory only; it is not our responsibility to supervise surface preparation and coatings application and the shipyard/

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