REPORT
FOR
MANAGEMENT
A Special Analytical
Feature
Is α smooth running, competent a n d , progressive analytical department staffed with imaginative individuals important to the sales department? The answer in any well i n t e g r a t e d and successful manufacturing concern definitely is a YES in c a p i t a l letters. In the Oronite Chemical setup, the analytical department cooperates closely with sales in maintaining close customer re lations, thereby building g o o d will and confidence for the company and its w i d e v a r i e t y o f products. From the unloading p l a t f o r m where r a w materials a r e r e ceived, directly into the laboratories of customers and pros pects hundreds and even thousands o f miles a w a y , the O r o n i t e Chemical analytical department is an active a l l y o f the sales department. To achieve these desirable ends requires sharply defined organizational relationships. These a r e well described b y Norman E. H a t h a w a y , western sales manager f o r O r o n i t e , in this fourth article in the Report f o r M a n a g e m e n t series. " W e f e e l , " says author H a t h a w a y , " t h a t the A n a l y t i c a l Division is the sheriff within our organization a n d , as such, has the authority and the a b i l i t y to guarantee product quality that will enable us to continue to d o our p a r t within the c o r p o r a t e structure." —The Editors
N O R M A N E. H A T H A W A Y Western Sales Manager, Oronite Chemical Co., San Francisco, Calif.
Sales Departments Depend on the Analyst ANALYTICAL Division is much like a Sales Department, in that you never hear about either of them when things are going well. Unlike most technical personnel, we conversational chemists are inter ested not so much in the mechanics of the process of getting answers as in the answers themselves. Conse quently, our working knowledge of the Kjeldahl method of nitrogen deter mination is limited to far distant memories. As salesmen, we are interested in the methods and tools of our trade. Our working companions in the company many times unknowingly assist in these methods—the analytical chemA N
V O L U M E 28, NO. 2, FEBRUARY
ist, for example, seldom is aware of his usefulness as a sales aid. Most technical salesmen emphasize the analytical chemist as much as the people in production when explaining the reliability and continuous high quality of their products. In the chemical business this is particularly true, as sales are often made on the difference of parts per million. It is axiomatic that product quality and continuity are of primary im portance. They build up a confidence in the sales organization that is ex tended to the customer. The knowl edge that raw materials, in-process materials, and end products are checked thoroughly and honestly is 1956
no longer a luxury, but a necessity. Within Oronite, and within any chemical company, the Analytical Division's personnel are apt to con sider themselves hidden in the com plexity of production. This is not the case. The following specific ex amples of the importance of this group and the group's efforts in sales work may be illuminating. Analyst's Assistance to Sales
New analytical methods are utilized as technical sales bulletins. These bulletins serve a double purpose. They keep the customer informed on the manner in which we are analyzing 7A
REPORT FOR MANAGEMENT
GENERAL MANAGER
Assistant General Manager
•
•
LOOK
Manager of Operations
INTO Chief Chemist, Analytical Division
Superintendent, Chemical Division
Figure 1 .
Superintendents,
Oil Divisions
Nitroparaffins
Organization of manufacturing department
our products and also provide publicity on the extent of our interest in product quality. The analytical methods are given as sales handouts and also are often incorporated into our product literature booklets. Customer complaints on product quality are transmitted ultimately to the Analytical Division. Some few analysts might take complaints as a direct slur on professional ability, thus causing resentment. However, it is known within our Analytical Division that each and every customer complaint must have action. The customer is obviously dissatisfied, or else there would be no complaint. To do nothing about it is tantamount to lack of interest in the sale of a product. Nothing can lose friends more quickly. Often we make effective use of our Analytical Division's reply to a complaint by transmitting it verbatim to the customer. This procedure is al-
THE
Other Service Divisions
ways well received and impresses the customer with our interest in his problem. After a new product has gone from research to regular production, we sometimes instigate a get-together with the analytical personnel of potential large customers. This gives their chemists a thorough understanding of the methods and manners of our analytical procedures and at the same time acquaints the entire organization of the customer with our interest in their problems. The Analytical divisions within our organization are part of the Manufacturing Department. Figure 1 illustrates the relationship of the Analytical divisions to other manufacturing divisions within our various refineries. It shows that the head of the Analytical Division does not report to individuals who are in immediate charge of operations.
— a whole new family of chemical building blocks for new products. The Nitroparaffins and derivatives are already at work in more-than a dozen industries, including· CHEMICAL MANUFACTURING, TEXTILE and APPAREL, RUBBER PRODUCTS, PETROLEUM, PAINTS and LACQUER, PLASTICS and RESINS.
NITROMETHANE CH3NO2
NITROETHANE CH3CH2NO2
1-NITRORROPANE CHlCHlCHiNO! S-NITROPROPANE CHsCHNOîCHs
Learn how the NP*s may be of help in improving
CHIEF CHEMIST, Analytical Division
your present product or in creating new products.
write:
Assistant Chief Chemist
C O M M E R C I A L SOLVENTS Corp. 2 6 0 MADISON AVE.
Foreman, Methods Section
Foreman, Analytical Section Figure 2 .
Foreman, Chemical Section
Foreman, Physical Section
O r g a n i z a t i o n o f a n a l y t i c a l division a t refinery
Foreman, General Section
NEW YORK 16, Ν. Υ.
Branches in principal
cities
Circle No. 9 A on Readers' Service Card, page 79 A
VOLUME
2 8 , N O . 2, F E B R U A R Y
1956
9 A
REPORT FOR MANAGEMENT Primary Function of Analytical Division The Analytical Division has been assigned the primary function of determining that all products shipped from our plants fully comply with the established specifications. To accomplish its primary mission the Analytical Division performs many tasks: Raw Material Analysis. To ensure that the finished products manufac tured in our plants will meet specifica tions, it is necessary that all raw materials used in their manufacture meet certain standards. The Analyti cal Division has the responsibility of developing the testing procedures and performing the testing to ensure that the established standards are met. Control of Product Quality during Process of Manufacture. In-process testing, whenever possible, is done in the plant by operational personnel. If the procedure used requires a trained analyst, samples are sent to the Analytical Division for the test work. The frequency of testing, the methods used, and who shall do the actual test ing are mutually settled between the Analytical Division and the Operating Division. We are very active in adapting the newer techniques of analysis to the manufacturing process. Examples of this are the use of the Quantometer at our Oak Point plant for rapid determination of metal con tent of the lube oil additives manu factured there, and the development and use of the x-ray spectrometer for control of blending of metallic naphthenate paint driers at the Chemical Division of the Richmond Refinery.
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Company owned sales and service branches strategically located throughout the world.
For further information, circle number 10 A on Readers' Service Card, page 79 A
10 A
Sampling Procedures. While the Analytical Division does not, in all cases, draw the final shipping samples, it has the responsibility for prescribing sampling procedures that will ensure that these samples are representative of the product actually shipped. Method, Development and Stand ardization. The Analytical Division has the responsibility of writing standardized test procedures for use when a standard ASTM method or similarly recognized standard test procedure is not available. It is also charged with developing newT proce dures or adapting those reported in the literature to our use. Each time a new chemical is brought from the product development stage to com mercialization, many new test pro cedures that have been developed by the California Research Corp. (our research affiliate) during the research (Continued on page 14) ANALYTICAL
CHEMISTRY
Basic to Dependable Lab Ware -VITREOSILR
REPORT FOR M A N A G E M E N T
RAW MATERIALS
PRODUCT
Propylene polymer Partial list of tests Bromine No. Distillation
Alkane MANUFACTURE ι Alkylation Operation
Benzene Typical tests Freezing point Purity
1 '
Partial list of tests Color Distillation Gravity Sulfur Bromine No. Odor Final test Actual laboratory sulfonation
RAW MATERIAL H 2 S0 4 Par liai list of tests Acidity Impurities
Participating A n a l y f cal Division Sections Chemical
Chemical Physical Analytical
Physical Figure 3.
The most exacting needs of laboratories throughout the world are most eminently and successfully met by Vitreosil ware (pure fused silica) produced to the high est standards of quality. Chemical purity, high re sistance to heat shock, un usual electrical resistivity, best ultra-violet transmis sion (in transparent quali ty) and low initial cost com pared to platinum are some features of Vitreosil fused quartz. In addition to our unusually large stock of transparent and opaque, including glazed and unglazed cruci bles, evaporating d i s h e s , beakers, tubing and rods in all diameters and sizes, we offer prompt fabrication of special items. Write today, giving full details of your re quirements or ask for illustrated bulletin. THERMAL AMERICAN FUSED QUARTZ C O . , INC. 18-20 Salem Street, Dover, New Jersey Please send illustrated bulletin or informa tion on
Typical analytical tests in manufacture of Detergent D-40
and product development stages must be adapted to regular routine testing. This is particularly true when the chemical is a completely new product. Final Product Approval. The Ana lytical Division establishes that all products shipped from the plant com ply with existing specifications. Analytical Division Organization
Figure 2 outlines the organizational arrangement of the Analytical Division at a refinery where a number of Oronite's chemicals are manu factured, and illustrates the organiza tional arrangement used at our various plants. It is a sizable division, occupying a separate building and employing over 200 people, handling approximately 5000 tests per day. The analytical groups within the division serve both the chemical and oil manufacturing operations. The differences in the analytical require ments of the chemical and petroleum industries are adequately accommo dated by the integration into the divi sion of technical people specially trained in each field. Such integra tion enhances the division's technical efficiency and permits the utilization of the best in analytical equipment which might not be justified for a single field. Process and quality control efforts are always geared to the requirements for attaining high quality consistently, whether the product be sold in terms of pounds or thousands of barrels.
Company Name.
Title
Street. City
Zone
State
Circle No. 14 A on Readers' Service Card, page 79 A
14 A
Chemical
Responsibilities of Analytical Groups
The responsibilities of the various sections within the Analytical Division may be outlined as follows : Methods Section. The supervisor of the Methods Section is responsible
for the analytical methods used by all groups. His personnel develop new analytical techniques and adapt those reported in the literature to the com pany's needs. In addition, the group works closely with the California Research Corp. in developing new techniques on new products or proc esses. Analytical Section. This group handles laboratory examinations which are unusual—i.e., not routine. A good example is the actual sulfona tion of Alkane as the final acceptance test for the product prior to detergent manufacture. Chemical Section. The Chemical Section has the responsibility for all chemical analysis not covered by the analytical group. A specific example given in Figure 3 is the bromine number tests for propylene polymer in Alkane manufacture. Physical Section. This group handles all physical analytical tests. Examples are specific gravity and dis tillation. General Section. The General Sec tion personnel are those involved in the nontesting operations of any laboratory. The washing of glass ware is a part of their responsibility. Figure 3 shows the Analytical Divi sion and its relation to the manu facture of a typical Oronite product, Detergent D-40, including partial list of tests carried out. Following this product through from raw material to finished state shows how the various sections of the Analytical Division are involved in relation to a manufactur ing operation. General Functions
A few examples of some of the general functions of our various ANALYTICAL
CHEMISTRY
PRODUCT
PRODUCT
Detergent D-40
Sulfonate MANUFACTURE
Partial list of tests
S iu Ifon at ion and neu tralization LOUtine tests in process such as ρΗ
n
ThS o n a , y se 5
MANUFACTURE
% active H : 0
Oil content
. . -
-
Drying
Iron Color
—
Partial list or fesfs Specification Chemical analyses % active H O Oil content Color Density Particle size Odor
:
Chemical
a
•>
Chemical
Under Operation Division control.
Analytical divisions may lend some emphasis to their importance to the marketing organization. Sampling during processing is an important part of the job. The methods and manners of sampling are sure to come up in any discussion by two or more analytical chemists. These obviously have been subjected to considerable study within our organization. It is the responsi bility of the Analytical Division to establish the test methods and pro cedures by which all products are sampled. In addition, the Analytical Division reports on quality of competitive products and keeps up-to-date records on day-to-day product analysis. These latter records are frequently used by the Sales Department. The division is responsible for en suring that sample materials going forth to prospective customers are of a quality representative of commercial manufacture. The division does the actual sample preparation and ship ment. A Customer Problem. Perhaps a specific case of a customer problem may more closely illustrate the manner with which the sales and analytical groups cooperate within Oronite. Oronite is a large manufacturer of detergent raw materials. One of these is detergent slurry, which is an undried solution of alkyl aryl sul fonate. Needless to say, in the de velopment of this product, analytical methods have been safely and surely utilized over a period of years to the point where we have complete confi dence in our results. But with one new customer we had difficulty. He had developed a method which he felt to be more satis VOLUME
methods within his own manufactur ing operations, with the exception of periodic spot cheeks.
2 8 , N O . 2, F E B R U A R Y
factory. The customer had a very definite belief that our measurement of the active detergent content was high and that his firm was being charged for material not shipped. This, obviously, caused considerable concern within the district sales office. The problem was transmitted to the Home office of Oronite for handling, along with information as to the cus tomer's complaint, the customer's method of analysis, and the customer's results. Sufficient reserve samples of each batch are a planned part of our process and quality control. The matter was turned over with a con siderable degree of urgency to our Manufacturing Department, for com petition had expressed a willingness to use the customer's method. It was, in turn transmitted to the Analytical Division with a request for coordina tion and a rerun. It was then up to the Analytical Division to obtain results via both methods and to arbitrate. In this particular instance, our Analytical Division decided its method was pref erable. At this point personal co ordination between the analytical sections of the two companies was necessary. The sales representative was requested to bring the customer's chemists to our analytical laboratory for a get-together. Both test methods were run in their presence, followed by a general discussion of the methods and results. At the conclusion the customer was convinced that our method was better. The net result of this visit was a satisfied customer, who had knowledge that the products that were shipped had been thoroughly and completely checked. In addition, he decided that he could well eliminate costly check 1956
Relationship of Research to Analytical Division
With any growing chemical organ ization there is always the constant problem (and pleasure) of Tiew prod ucts. Attendant on the develop ment of these processes and products is the development of knowing what you have at any particular phase. This is a function of research, just as is process evolution. Conse quently, the California Research Corp. has a comprehensive and complete Research Analytical Division all its own. This group is a valuable ad junct to all phases of the company's operation, and is probably as well equipped as any analytical body in the United States. Qualitative and quantitative anal ysis of a mixture of organic chemicals can be a most difficult operation, particularly when new approaches must be made to new processes and products, and built to the point where they become a routine pait of a manu facturing operation. The determination of maximum levels of product impurities, for ex ample, is a point of importance that is developed by research, and then passed on to the Analytical Division as a specification. In addition, the method of determining these im purities is sometimes a research item. In the case of our Isophthalic plant, a completely new series of test methods was developed and coordinated with the Analytical Division. This in volved real analytical research, as some of the developments were totally new. The Methods Section of the Ana lytical Division is in close liaison al most constantly with research. It still has final responsibility for accept ance of any new analytical methods. There is an ancient saying among salesmen that ''nothing happens until you sell something." Another old saw goes: "You can have the best product in the world, but unless it is sold it remains on the shelves." Obviously, the opposite is also true. We within the marketing end of the company have a basic philosophy that our efforts are no better than our product. We feel that the Analytical Division is the sheriff within our organization and. as such, has the authority and the ability to guarantee product quality that will enable us to continue to do our part within the corporate structure. 15 A
