Service-recovery

Quicker responses to dissatisfied consumers during service recovery... 

While it would appear intuitive that companies, as a matter of course, would try to correct their mistakes, research indicates that over 17 percent of companies do nothing following a service failure or mistake and that as many as one-third of the service recovery initiatives are unacceptable to the consumer (Kelly, Hoffman, and Davis, 1993). The paradox of service... 

Schweikhart S, Strasser S. 1993. Service recovery in health service organizations. Hosp Health Serv Admin 1 3. 

Spreng R, Harrell G, Mackoy R. 1995. Service recovery Impact on satisfaction and intentions. / Serv Market 1 15. 

Besides those activities that are initiated by the service provider, systematic analysis of customer complaints yields valuable information about quality problems. Typiceilly, only a very small percentage of dissatisfied customers do complain, while most of them just buy from a competitor without further notice (Heskett et al. 1997). Effective complaint memagement therefore requires that the customer be encouraged to complain and that communication between customer and service provider be facilitated as much as possible. Customers whose compleiints are treated in a satisfying manner often reward the service provider with increased loyalty (Reichheld 1997). Therefore, defective services can be repaired to a certain degree, which is normally described by the concept of service recovery (Heskett 1997)... 

If the results are satisfactory, the contact between customer and service provider comes to an end and the overall process is finished. The customer may order some additional service or may return later to issue a new order. If the results leave the customer dissatisfied, a service-recovery procedure may be initiated or the customer may simply terminate the business relation. 

What is the trend in claims What are their causes How quickly do we deal with complaints and claims Do we have procedures for service recovery ... 

After maximizing heat recovery in the heat exchanger network, those heating duties and cooling duties not serviced by heat recovery must be provided by external utilities. The outer-most layer of the onion model is now being addressed, but still dealing with targets. 

Most refrigeration systems are essentially the same as the heat pump cycle shown in Fig. 6.37. Heat is absorbed at low temperature, servicing the process, and rejected at higher temperature either directly to ambient (cooling water or air cooling) or to heat recovery in the process. Heat transfer takes place essentially over latent heat profiles. Such cycles can be much more complex if more than one refrigeration level is involved. 

Media. Recovery Wet Magnetic Drums. In HMS recovery service, the particle size of the feed, particularly the magnetic portion, is quite fine so that dmm wear is not a serious problem. Maximum magnetic recovery is important and the highest magnetic purity and soHds content in the magnetic concentrate are desired. 

Cobbers. Magnetic dmms used in cobbing services are designated to obtain maximum rejection of a nonmagnetic product and maximum recovery of the iron mineral. Typically, cobbers are appHed on a rod mill discharge product. Because the objective is to obtain maximum capacity, these dmms are 914 or 1219 mm in diameter and incorporate wear covers on the dmm shells to take the wear introduced by the relatively coarse feed size. 

Ex situ or off-site, regeneration of base metal catalysts is a service offered by several vendors worldwide, including Catalyst Recovery, Inc., of Lafayette, Louisiana, and Medicine Hat, Alberta, Canada Catalyst Recovery, Europe of Rodange, Luxembourg Nippon CRI of Miyako, Japan Englehard (formerly Edtrol) of Salt Lake City, Utah Eurecat, U.S., of Pasadena, Texas and Eurecat, SA of La Voulte, Erance (22—28). 

Blends with styrenic block copolymers improve the flexibiUty of bitumens and asphalts. The block copolymer content of these blends is usually less than 20% even as Httie as 3% can make significant differences to the properties of asphalt (qv). The block copolymers make the products more flexible, especially at low temperatures, and increase their softening point. They generally decrease the penetration and reduce the tendency to flow at high service temperatures and they also increase the stiffness, tensile strength, ductility, and elastic recovery of the final products. Melt viscosities at processing temperatures remain relatively low so the materials are still easy to apply. As the polymer concentration is increased to about 5%, an interconnected polymer network is formed. At this point the nature of the mixture changes from an asphalt modified by a polymer to a polymer extended with an asphalt. 

These heaters are avaifable with rotors up to 6 m (20 ft) in diameter. Gas temperatures up to 1255 K (1800°F) can be accommodated. Gas face velocity is usually around 2.5 m/s (500 ft/min). The rotor height depends on service, efficiency, and operating conditions but usually is between 0.2 and 0.91 m (8 and 36 in). Rotors are driven by small motors with rotor speed up to 20 r/min. Heater effectiveness can be as high as 85 to 90 percent neat recovery. Lungstrom-type heaters are used in power-plant boilers and also in the process industries for heat recoveiy and for air-conditioning and building heating. 

Basic to establishing whether power recovery is even feasible, let alone economical, are considerations of the flowing-fluid capacity available, the differential pressure available for the power recovery, and corrosive or erosive properties of the fluid stream. A further important consideration in feasibihty and economics is the probable physical location, with respect to each other, of fluid source, power-production point, and final fluid destination. In general, the tendency has been to locate the power-recoveiy driver and its driven unit where dictated by the driven-unit requirement and pipe the power-recoveiy fluid to and away from the driver. While early installations were in noncorrosive, nonerosive services such as rich-hydrocarbon absorption oil, the trend has been to put units into mildly severe seiwices such as amine plants, hot-carbonate units, and hydrocracker letdown. 

POWER RECOVERY EXPANDERS FOR FCC UNITS IN MAIN AIR BLOWER OR GENERATOR DRIVE SERVICE ... 

Plant Type. The determination to have an aero-derivative type gas turbine or a frame-type gas turbine is the plant location. In most cases if the plant is located off-shore on a platform then an aero-derivative plant is required. On most on-shore applications, if the size of the plant exceeds 100 MW then the frame type is best suited for the gas turbine. In smaller plants between 2-20 MW, the industrial type small turbines best suit the application, and in plants between 20-100 MW, both aero-derivative or frame types can apply. Aero-derivatives have lower maintenance and have high heat-recovery capabilities. In many cases, the type of fuel and service facilities may be the determination. Natural gas or diesel no. 2 would be suited for aero-derivative gas turbines, but heavy fuels would require a frame type gas turbine. 

Figure 9.11. Recovery from tensile creep of an acetal copolymer at 20°C and 65% relative humidity. (From TCI Technical Service Note G117, reproduced by permission of ICI Plastics Division )...

Petroleum products may be treated with various solvents for the removal by selective solubility of undesirable constituents or for the recovery of by-products. The solvent and solute must be separated to yield the desired product and to recover the solvent for reuse. The solvents normally boil at a lower temperature than the products from which they are to be removed and so are generally distilled off as overhead products. The pipe stills used for this service may be single-stage or multi-stage units, depending on the service involved. Some solvents can be removed by the use of steam heated stills. In other cases, the high temperature required necessitates the use of fired heaters and vacuum towers. 

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