Client Satisfaction

Understanding risks and emergency solutions

Introducing Intellifuse: next generation coating

Quality Action Plan

Implementing the Principles of Quality Customer Service 2015-2016
SI Quality Service Standards
In our Customer Charter we are committed to providing our customers with a high quality service. The Customer Charter will be
publicized on our website to ensure that customers are aware of the level of service they can expect. In addition, the Customer
Action plan provides details of how the service commitments will be delivered and evaluated over the next three years.

ActionPoints
Publish and prominently display the Customer Charter on the Department website
Continue to provide Customer Comment Cards in all offices to encourage feedback and comment on our services
Invite feedback on the Department website
Ensure that Customer Surveys draw attention to the Customer Charter
Monitor and report each year on our service delivery targets in the Departments Annual Report
Communicate the Customer Charter and Quality Customer Service Action Plan to all staff to bring a shared commitment to the
goals and commitments in the Charter and Action Plan
Treat all customers equally in accordance with the principles of equality and diversity and in line with relevant legislation
Make equality and diversity awareness training available to all staff
Supporting the employment of people with disabilities by meeting, and where possible exceeding, the statutory employment
target
Ensure that new and temporary accommodation provides a clean and safe environment with universal access and facilities for
private and confidential meetings

Customer Charter
Our commitment to you will be:
To be polite, helpful and treat our clients with respect
To welcome your feedback on service standards
To be fair and understanding with our clients
To be sensitive to special needs & dedicate staff who are well
trained, positive and able to respond to your enquiries
To listen carefully in order to understand and respond to your needs
To treat all information received in the strictest confidence
To try to deal with your enquiry first time
To give you an explanation of our actions
To make sure that you are advised of relevant timescales

Our Service to you will be:

Our service to you will be:
Delivering a service and facility to a consistent quality standard, externally
accredited and customer focused.
Providing a safe service and facility which is socially inclusive through
physical access and price to all sections of the community, irrespective of age,
disability, race, social class and status.
Operate a responsive comments, compliments and complaints system
Providing helpful staff and a friendly, welcoming environment.
Consult you regularly and provide timely feedback.
Monitor, review and develop our standards and service in consultation with
you.
To price services at competitive rates.

Checking and testing of overhauled tools and equipment

before delivery
Responding promptly to all issues brought to our
attention.
Liaising with Midwest Field supervisor and providing
information to them that is accurate, clear, timely and up
to date.
Providing quality assurance & test reports
Appointed new material coordinator who can test the
material as per specifications from the client

Start International Risk

management
SI has incorporated risk analysis in its daily
operations to reduce and stop any project
problems
Positives:

More info available during planning

Improved probability of success/optimum
project and less incidence of Tools and
equipment failure.

What is SI Risk Management Plan?

Methodology Approach, tools, & data
Roles & Responsibilities ( a special
technical person will be taking care of
Midwest account)
Budgeting Resources to be put into risk
management( Should there be a failure in
performance, new manufacture and or
free maintenance)

SI will gather information for

smoother operations as below:
Brainstorming
Delphi technique

Successive anonymous questionnaires on project risks with

responses summarized for further analysis
Interviewing
Root cause identification
We will continue to develop services and acquiring suppliers from
world wide to provide latest technology and quality to Midwest

Diagramming Techniques
Cause and Effect Diagrams

Also known as fishbone

Testing

Inadequate
Time

Project
Prioritization

Product
Delivered
Late

Personnel

Materials

Insufficient Bad Specs

Resources

Potential Causes

Effect

SI has taken action on its past

deliveries to Midwest by:
List of

Identified risks/failures: The product &

expertise of our suppliers were not matching
with Midwests standards. As a result SI has
introduced Intellifuse technology that is
unmatched by excellence so far.
Potential responses: The responses that have
been recorded by oil & gas clients using
intellifuse has been very positive.

SI decision analysis
for Midwest

SI will access the tools and equipment gathered from Midwest and submit its
analysis of its life expectancy and composition

New Equip

Build or
Upgrade
maintenance
Equipment
Upgrade
tools

Introducing Intellifuse
SI is introducing a new technology called
Intellifuse which uses cladding process to
apply carbide on the surface of radial
bearings and other tools and parts

Developed by our coatings experts with decades of experience, Intellifuse

coated radial bearings are metallurgic ally engineered to give extended antiwear parts protection in the toughest oilfield, mining and industrial
applications.
The facts: Intellifuse coatings form a densely uniform, highly durable
metallurgical bond that adheres to iron, nickel and cobalt alloys, even on
curved, complex OD/ID surfaces.
Far superior to thermal sprays or weld overlays, Intellifuse coated bearings
resist chipping, spalling and galling. No bond is stronger. No coating lasts

longer

Operating advantages
Customers can count on:
More feet drilled per day without frequent delays to pull
the drilling string for parts replacement.
Exceptional strength to withstand heavy side loads on
mud motors.
No bearing lockup due to galling or chipping of the
carbide surface

Intellifuse coatings on our mud motor radial bearings are based on a proprietary
Liquid Metal Infiltration process. This process consists of two primary components: an
infiltrant, such as a nickel-chromium-boron alloy, and a metal body; in this example,
radial bearings.
In powdered form, a plastic binder is mechanically mixed with the infiltrant and
tungsten carbide. The mixture is subjected under pressure to produce a cloth-like
sheet. The carbide sheets are applied on the bearing surfaces that need corrosion or
wear protection.
The entire assembly is then heated to more than 2100F, thoroughly fusing the
carbide matrix onto the surface of the parts.
100% homogenous bond
It is important to note our coating process does not incorporate any paint, spray or
wet-adhesive technology. Rather, our advanced Liquid Metal Infiltration process
creates a highly uniform, 100% homogenous metallurgical engineered bond.
From a metallurgical perspective, Intellifuse coated radial bearings offer a
generational advance in the development and application of wear-resistant radial
bearing performance.

Many coatings are effective against one of two heavy-wear factors. But only Intellifuse coatings
give superior anti-wear protection against any and all of the major destructive forces that cause
component failure corrosion, erosion, abrasion and impacts.
Their unique across-the-board performance makes them the smart choice wherever production
goals are extended parts life with fewer shutdowns for replacements.
With carbide thicknesses ranging from .004 to .125, Intellifuse coatings can be custom
engineered to serve a wide range of industries and applications. These include:
Oil and Gas
Mud motor radial bearings, pumps, valves, rotary steerable tools and jar components..

Impact Matrix
Impact Scale

Impact Scale
Consequence
Excellent

Technical
Highly Durable

Very Good

No sparks on friction

Good

Smoother operation

Very Good

Exceptional strength to withstand

heavy side loads on mud
motors

Negligible

No concern