Engineers in manufacturing organizations across the US will recognize the following operational challenge. It’s spring – the busiest time of the year for the large composting plant where our plant manager works. A critical part fails, causing the automation equipment to stop working. Unless they can source a replacement part fast, the composting company is going into days of downtime. The business risks losing tens of thousands of dollars, as well as its good reputation.
“Unplanned stoppages are a total operational nightmare in any manufacturing environment and they are estimated to cost industrial organizations around $50 billion each year,” says Rob Holloway, supply chain coordinator at EU Automation, one of the world’s largest specialists in procuring essential and hard-to-find automation components. “The associated downtime can result in the loss of production, wasted labor, and a failure to fulfill customer orders. And if the stoppage is prolonged, some organizations simply never recover.”
The plant manager recognized the urgency of the situation. He asked EU Automation to help find the required part – a Siemens central processing unit, described as the ‘digital brain’ of the composting production line.
EU Automation’s procurement specialists used their vast global network of high-quality automation and control components to search for the part. They managed to track one down: but it was more than 15,000 kilometers from where it was needed. So, the company’s logistics team began organizing an air freight courier to have the part shipped direct to the composting plant. But even this was not fast enough to prevent unacceptable downtime. Instead, the plant manager decided to board a flight to the UK to fetch the part personally.
“The customer realized he could beat the courier service by a couple of days, so he immediately embarked on a journey halfway around the world,” says Rob Holloway. “We were amazed, but unphased. Our task was to ensure we had the part ready by the time he arrived. Then we needed to help him get back home in the shortest possible time.”
Going above and beyond
All was going as planned, until the customer was told while in transit that a second machine had failed at the composting plant, requiring the same spare part. EU Automation stepped in again, using its contacts to find a second, identical component. Employees were then dispatched from the company’s UK office to collect the parts just in time for the customer’s arrival.
EU Automation also helped secure a hotel and sort out travel arrangements, as well as working through the night to ensure payment was completed on time. They made sure the plant manager was back at the airport the next day for his flight home, carrying the parts on board in hand luggage.
“The spare parts business is as much about people as it is products – and personal service goes a long way,” says Rob Holloway. “We felt we had an obligation to help the customer find a second part, as he had made such an effort to get to us in the shortest possible time. When he walked into our office, he said ‘our plant depends on these parts’. It was inspirational.”
The epic round trip was completed in just over 72 hours, which was not only quicker than a courier but also eliminated the chance of any damage or losses. “This employee was an absolute hero to his colleagues,” recalls Rob Holloway. “It turns out that he had saved the composting company several thousand dollars, even accounting for all the travel costs. By minimizing downtime, he protected the company’s profitability at an important time of the year.”
Recognizing ‘Plant Heroes’
For EU Automation, this story demonstrates the power of partnership and the value of human ingenuity when dealing with supply chain issues. It inspired the company to launch its “Plant Hero” campaign to encourage recognition of unsung heroes in the manufacturing sector.
“We want to highlight the role that plant managers, maintenance engineers and procurement specialists perform daily to keep the wheels of industry turning,” explains Rob Holloway. “We’re looking for the people who can solve the problem and get things back up and running while others are still scratching their heads. They are the unsung heroes in our industry.”
The Plant Hero digital campaign features an unassuming individual called Jeff who – like the composting company’s plant manager – uses EU Automation to source a spare part quickly and earns the gratitude of his colleagues. EU Automation wants Jeff’s story to encourage people to nominate their own Plant Hero. EU Automation will then arrange for them to receive a certificate with a personalized message from the colleague who suggested them.
“In the face of increasing supply chain challenges, it’s really important to give credit to the individuals in your team who build and maintain the relationships that will make your company more agile and competitive. Our Plant Hero campaign helps give that recognition.” concludes Rob Holloway.
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