ROSCOE NON

DESTRUCTIVE
TESTING

13 MAR'09 Roscoe NDT 1

 PRESENTATION OUTLINE
 History

 Types of NDT

 Customers dealt and setbacks faced

 Survey results of March and November 1991

 QIP and its elements

 Questions and answers

 Conclusion
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 HISTORY OF ROSCOE
 1973- Founded by Hans Norregaard
 1980 - Company sold to NIS
 But NIS was not able to manage the company
 1984- Company again bought by Hans Norregaard &
Grover Porter
 1987- Grover Porter became President
 1990- Encountered a downturn in both revenue and
customers.

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 THE NON DESTRUCTUVE
TESTING INDUSTRY
 Mom and pop labs

 Nationwide companies' labs

 Specialty firms

 Regional firms

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 CUSTOMERS DEALT &
SETBACKS FACED
 George Mc Donald, plant manager at the Franklin Paper
Company was not satisfied with services provided.
 Bob Kapala at International Paper’s plant was often
more of a hindrance.
 Billu Dunlap could not tolerate anyone mistreating his
boiler which he treated like his baby.
 Roscoe lost the contract with Rockton Paper Mill.

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 STATED PROBLEMS
 Service quality of prime importance.

 Otherwise fee to be reduced.

 Exploiting the potential of technicians.

 Mills could not afford the cost of inspecting every cost

twice.

 Porter suggested conducting a survey.

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 SURVEY RESULTS-
MARCH 1991
 82 responses collected- ignored 11.
 Skills of people and staff needed improvement.
 Importance of people aspect in service quality.
 Willingness to make an extra effort, courtesy of
technicians, promptness of billing were rated as below
average.
 Also, overall service value for money paid had a high
percentage of customers rating it as below average.

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 QIP
 Porter added 3 elements in QIP. They were:
-Initial Training.
-Bonus Reward System.
-Customer Surveys at conclusion of every job.
 Purpose was to establish lasting and fundamental
training.

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 ELEMENTS OF QIP
Initial Training
 ABS Consultants who specialized in teaching Customer
Contact Skills for Industrial service companies provided
the training.

Bonus Reward System

 Technicians earned bonus points that were cashed out at
the end of year for $25 per point.

Customer Surveys
 After every job, the client filled out customer
satisfaction survey.
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 NOVEMBER 1991 SURVEY
SUMMARY
 Revenues were down.

 Profits were negligible.

 According to Jane Bottensak, QIP was more successful

than he thought.

 Work force was more committed & provided better

services to clients.

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 ANSWER 1
 Yes, the company should restructure its pricing policies.
 Initially, the President thought they can charge any price
because of the quality service that they offered.
 Though the CSS was a success, it needed something
more.
 The overall service value for money in both the CSS’s
was rated as average.

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 There were various service quality gaps.
 Not knowing what customers expect
 Not selecting the right service design standards
 Not delivering to Service Standards
 Not matching Performance to Promises

 Non-monetary costs- very important for services.

 Thus, Roscoe should implement demand based pricing.

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 SATISFACTION
I LOW HIGH
M
Attributes that need Current company
P attention- areas strength
HIGH where priorities
O
should be focused
R
T
Low priority Unnecessary
A LOW strength- possible
N over skill

C
E
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 ANSWER 2
 Roscoe’s QIP was a good decision on President’s part.
 Is a systematic approach to assessing services and
improving them on a priority basis.
 QIP was based on the following:
 Training
 Surveys
 Bonuses
 Willingness to make extra efforts had majority % of
customers rating it as average.
 Ability to deliver the promised service could also not
reach the level of excellence.

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 Majority of the customers still rated the overall service
value for money as average.
 But, CSS was a partial success as it had many flaws.
 It should have aimed at designing
of new services and improving
existing services.

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 CONCLUSION
 Improve upon the following service quality dimensions:

 Responsiveness

 Assurance

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 THANK YOU!

PRESENTED BY:
GROUP NO.5

ANKIT SHARMA
CHANDNI BATRA
PRASHANT KAPOOR
NIKHILA AHUJA
GAGAN BHATNAGAR

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