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Benchmarking programme assesses customer loyalty and satisfaction for compounders
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INDUSTRY
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Benchmarking programme assesses customer loyalty and satisfaction for compounders A first annual competitive strength inventory and customer loyalty and satisfaction survey for plastics compounders has been launched by consultants Phillip Townsend Associates. The company says that the study will allow compounders to compare their performance with industry leaders and the industry average as well as with specific competitors on attributes that define competitiveness and customer loyalty and satisfaction. There are two components of the survey to be directed at the target customer base of each
company participating in the programme. The Competitive Strength Inventory~ will quantify the competitive position of every supplier serving the target market, says Townsend. A random and representative sample of the target market will be surveyed and the competitive performance of the supplier objectively assessed and quantified in a number of indexes. The indexes will quantify competitiveness, entrenchment with the target market and marketing effectiveness, the company says.
The Customer Loyalty And Satisfaction Survey will provide a framework for linking customer loyalty to customer satisfaction. Measures of competitive opportunities and vulnerabilities are central to the survey, adds Townsend, which quantifies the importance customers assign to each performance attribute and the level of satisfaction with the supplier's performance on the attribute. A third measure will assess the supplier's vulnerability or opportunity for improvement. According to Townsend, surveys may be administered by
telephone or web, with the results available in hard copy and electronic formats. Each participating company will receive a Client Report, an onsite presentation of results and follow-up consultation. Michael Branham, Townsend's director of survey research says that the results of the survey are designed to enable clients to develop business strategies that enhance competitiveness and increase profitability. Contact: Phillip TownsendAssociates Tel." +1 281 873 8733
Chronos Richardson is acquired The BMH Division of Babcock International Group plc has acquired Chronos Holdings Ltd and all the companies in the Chronos Richardsom Group around the world. BMH chief executive Dr. Gernot Sch~er, who is also an
executive director of Babcock International Group plc, will become chairman of the Chronos Richardson Group. Existing Chronos Group directors Mike Sanderson, Karl Peach and Kurt Schroth will continue as directors and executives.
The company names will be amended to reflect the change of ownership. BMH Chronos Richardson will continue to focus its business on weighing, bagging and batching systems. Mike Sanderson, group managing director of BMH Chronos Richardson, believes that com-
bined company has good opportunities for future growth and that the change of ownership will benefit customers, employees and the new owners. Contact: BMH Chronos Richardson Tel: +44 115 935 1351 Fax: +44 115 960 6941
Software deal permits global co/our communication for GE Plastics GE Plastics has purchased 70 GretagMacbeth NetProfiler Instrument Management Systems, to manage electronic colour standards through the internet at the company's production facilities around the world. The systems will be used as part of the GE Plastics Colorxpress service to maintain and monitor spectrophotometers and manage electronic colour standards on a global basis though the internet.
"The NetProfiler System broadens our ability to communicate electronically with our 70 colour resin facilities all over the world," says Ed Tucker, global Colorxpress Services technology manager. "The program offers designers working with coloured plastics better tools and information to manage their colour needs globally." NetProfiler provides in-house colour communication and can
improve inter-instrument agreement between spectrophotometers. The system ensures that the quantification of every colour is the same for the entire global network of instruments. According to GretagMacbeth, this allows costs to be cut, colours to be obtained consistently and the colours required achieved through the internet. In addition, the software can identify and correct a variety of typical and routine problems.
Plastics Additives & Compounding October 2000
8
This includes keeping instruments running at peak and desired performance, while minimizing downtime. It also allows the colour management system to be remotely tested, checked and certified within the desired quality control specifications. Contact: GretagMacbeth Tel: +1 914 565 7660 Fax: +1 914 565 0390 www.gretagmacbeth.com
INDUSTRY
~/ew:
Benchmarking programme assesses customer loyalty and satisfaction for compounders A first annual competitive strength inventory and customer loyalty and satisfaction survey for plastics compounders has been launched by consultants Phillip Townsend Associates. The company says that the study will allow compounders to compare their performance with industry leaders and the industry average as well as with specific competitors on attributes that define competitiveness and customer loyalty and satisfaction. There are two components of the survey to be directed at the target customer base of each
company participating in the programme. The Competitive Strength Inventory~ will quantify the competitive position of every supplier serving the target market, says Townsend. A random and representative sample of the target market will be surveyed and the competitive performance of the supplier objectively assessed and quantified in a number of indexes. The indexes will quantify competitiveness, entrenchment with the target market and marketing effectiveness, the company says.
The Customer Loyalty And Satisfaction Survey will provide a framework for linking customer loyalty to customer satisfaction. Measures of competitive opportunities and vulnerabilities are central to the survey, adds Townsend, which quantifies the importance customers assign to each performance attribute and the level of satisfaction with the supplier's performance on the attribute. A third measure will assess the supplier's vulnerability or opportunity for improvement. According to Townsend, surveys may be administered by
telephone or web, with the results available in hard copy and electronic formats. Each participating company will receive a Client Report, an onsite presentation of results and follow-up consultation. Michael Branham, Townsend's director of survey research says that the results of the survey are designed to enable clients to develop business strategies that enhance competitiveness and increase profitability. Contact: Phillip TownsendAssociates Tel." +1 281 873 8733
Chronos Richardson is acquired The BMH Division of Babcock International Group plc has acquired Chronos Holdings Ltd and all the companies in the Chronos Richardsom Group around the world. BMH chief executive Dr. Gernot Sch~er, who is also an
executive director of Babcock International Group plc, will become chairman of the Chronos Richardson Group. Existing Chronos Group directors Mike Sanderson, Karl Peach and Kurt Schroth will continue as directors and executives.
The company names will be amended to reflect the change of ownership. BMH Chronos Richardson will continue to focus its business on weighing, bagging and batching systems. Mike Sanderson, group managing director of BMH Chronos Richardson, believes that com-
bined company has good opportunities for future growth and that the change of ownership will benefit customers, employees and the new owners. Contact: BMH Chronos Richardson Tel: +44 115 935 1351 Fax: +44 115 960 6941
Software deal permits global co/our communication for GE Plastics GE Plastics has purchased 70 GretagMacbeth NetProfiler Instrument Management Systems, to manage electronic colour standards through the internet at the company's production facilities around the world. The systems will be used as part of the GE Plastics Colorxpress service to maintain and monitor spectrophotometers and manage electronic colour standards on a global basis though the internet.
"The NetProfiler System broadens our ability to communicate electronically with our 70 colour resin facilities all over the world," says Ed Tucker, global Colorxpress Services technology manager. "The program offers designers working with coloured plastics better tools and information to manage their colour needs globally." NetProfiler provides in-house colour communication and can
improve inter-instrument agreement between spectrophotometers. The system ensures that the quantification of every colour is the same for the entire global network of instruments. According to GretagMacbeth, this allows costs to be cut, colours to be obtained consistently and the colours required achieved through the internet. In addition, the software can identify and correct a variety of typical and routine problems.
Plastics Additives & Compounding October 2000
8
This includes keeping instruments running at peak and desired performance, while minimizing downtime. It also allows the colour management system to be remotely tested, checked and certified within the desired quality control specifications. Contact: GretagMacbeth Tel: +1 914 565 7660 Fax: +1 914 565 0390 www.gretagmacbeth.com