CoatingsPro Magazine

JUL 2013

CoatingsPro offers an in-depth look at coatings based on case studies, successful business operation, new products, industry news, and the safe and profitable use of coatings and equipment.

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Page 73 of 86

What Ben found was that because the job had required the field technicians to use jacks to access the hidden sur faces of t he la nd ing zones, t he problems weren't easily seen. And, because the work process required one f ield technician to complete cut-ins (surface prep and installation of base coat) and a second tech to lag behind while he applied the intermediate and finish coats, the first tech wasn't aware of the poor job his coworker was doing as he followed behind. Upon completion of the cut-ins, the first field technician joined his partner to apply the coatings on the remaining unfinished stands. That meant that because Ben only saw f laws on the first half of the stands (where the technicians worked separately), he was able to deduce that the coating failure found on the first half of the pipes was due to a lack in both quality of work from the technician working on the intermediate and finish coats and oversight from the primary tech. Mr. Fix-it In the absence of a written warranty, Ben ow ned up to t he mista ke a nd sought to resolve the issue as quickly and efficiently as possible. The goal of Ben's incident investigation, beyond the nature and extent of the failure, was to develop a system-wide response. After all, there is much wisdom in the adage "those who do not know their history are bound to repeat it." I n t h i s c a s e , B en's i nve s t igation revea led one of the events that happened was t hat one of his f ield technicians completed his assignment in a haphazard style, and the foreman, who failed to check the technician's work, missed the mistakes. What facility owners and representatives in this position look for are two responses in this type of circumstance: What is the contractor going to do about it, and how will the contractor prevent this from ever occurring again. As a business owner, Ben knew the complimentary repairs were the right thing to do. While Perfect Painters had been riding a wave of successful projects, forgotten in the success were the costs of failure. Perfect Painters performed the remedial repairs on the marked areas exactly as had been originally specified. The rust areas received the same surface preparation and installation of the three-coat system as required by the original scope of work. The direct costs of the repairs, spa n n i ng more t ha n 6 0 hou rs of labor, bore the added burden of travel expenses. Equally painful, Ben realized there were also indirect costs of the repairs, which included the costs for the original shoddy work as well as the lost profit when considering the entirety of the expenses. Never AgAiN! Perfect Painters clients can count on this never happening again. The situation at the bulk storage facility prompted Perfect Painters to change the way it does business. Ben had little desire to encounter such a preventable problem again. It was time for some accountabi lit y. Therefore, Per fect Painters implemented a client-focused Quality Assurance (QA) program. The goal of the QA program was to provide owners and their representative(s) immediate access to the finished work before project closeout. Elements of the program addressed site, personnel, and client identifiers, scope of work completion and site readiness, inspection and re-inspection, and client satisfaction. Perfect Painters used the problem as its springboard for its new initiative to demonstrate to its employees, vendors, and clients the role quality work has in project completion. With the gap between standard warranties and performance expectations, a common concern in the corrosion control industry becomes who to trust. Facility owners always expect to be right or nearly right. They look for assurance that the successful bidder has demonstrated knowledge of the nuances and risks associated with the work. Facility owners want their concerns to receive a professional response. And they deserve those things. Premature coating failures are bound to happen even to the most perfect of painting contractors. The winning combination of field experience and successful completion of relevant professional training courses leaves companies poised to minimize damages and maximize future sales opportunities. The hope is that you will do everything you can to get ready to catch your mistakes before the door of opportunity closes forever. CP Left To solve the problem, the contractor repaired the stands for free and then created a client-focused QA program so that this type of problem would never happen again. July 2013 g 71

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