Products & Services

BEST Service

Service is an integral part of any chemical additive application. From a customer’s perspective, service is a means for ensuring that the additive application meets the agreed upon objectives. Service can come in several forms but there are two extremes. The first is no service. Here the supplier provides the chemical and the customer manages the application. The second is full service. Here the supplier provides the chemical, manages the program, provides frequent updates, reports and customer visits. The former offers the customer the lowest cost but the highest risk; while the latter offers the highest cost, mainly due to inefficiencies, but the lowest risk. These costs are often reflected in the additive price. The concept of BEST is to provide efficient and effective service such that the risk is not significantly different than the full service approach but the cost is significantly less.

BEST works in the following manner. Prior to the start of an additive program, Evonik reviews the program with the customer and objectives are set. These objectives include, setting dose rate, performance monitoring, managing troubleshooting and criteria for success. In the early stages of the application, Evonik technical specialists are on-site to ensure that the additive program is meeting the objectives. Once this has been achieved, the program will be managed by both the customer and the Evonik local technical representative --- a joint partnership. Here the Evonik representative ensures that there are adequate supplies of chemical on hand and Evonik technical resources are effectively utilised in the event of a performance problem. The customer manages the program in the field. Routine monitoring is generally performed in the customer’s quality assurance laboratory (Evonik will provide the methodology and procedures) while Evonik will perform infrequent specialty monitoring e.g. polymer characterisation. Evonik will provide reports on an as-needed basis and the technical representative will be available by telephone and email at any time.

In summary, BEST offers an effective means of achieving the success of an additive application without the in-built inefficiencies of the full service approach (unnecessary reports, meetings, unnecessary customer visits, inefficient use of Evonik and customer resources etc) or the high risk of the no service option. These cost savings are passed on to the customer in the form of lower additive costs without increasing the risk to the application. BEST is a balanced approach that benefits both Evonik and the customer.