Marketing services is Marketing People. When a customer signs an underwater IRM contract, he is buying a service to be performed. In the end, he will be the owner of a tangible product, Inspection Report, but the quality and cost, as well as the suitability of that report as a solution to his problem depend largely on the services rendered by the contractor. The buyer's best evidence of the quality and competitive superiority of the service he will buy is the impression he gets of the professional capabilities of the manager and staff of the contractor. Therefore, the selling and creation of satisfaction for the buyer before, during, and after executing of the work is the responsibility of the diving firm's personnel who interact with the customers and who are assigned to the project.
Too often an underwater Inspection, Repair and Maintenance (IRM) contract is "sold" by the contractor's manager or salesperson and carried out by other supervisory personnel who feel too little responsibility for satisfying the customer throughout the project.
Therefore in this aspect of people, SES personnel who will both supervise the underwater work and work with the clients are made known to and evaluated by the clients from the time of contract negotiation or awarding of contract, and they have the responsibility of providing feedback to management during the course of the underwater work so that corrective action can be taken or negotiated should performance fall short of the client's expectation. All other personnel involved or performing the underwater inspection work are also evaluated and approved/accepted prior mobilisation to the worksite. 1.1PRODUCT / SERVICE
A purchaser of a product makes his commitment after the product is completed and has a tangible object to consider; a purchaser of a service make his commitment before production and has only intangible promises of the seller about performance to consider, a much more difficult purchasing decision.
SES IRM service is specifically focused on the tangible product it has to produce, i.e. Inspection Report, placing considerable emphasis on Quality Control (QC) and Quality Assurance (QA) when executing the work in order to meet the clients' needs. The successful completion of each project is the result of a combination of technology, efficient process and most importantly, uncompromising quality control.
One of the main concerns to the clients of the Oil and Gas Industry is the availability of work barges or boats to execute their work. This is the one area where PCSB and SM-EP faces most problems every year. SES capitalizing on this problem has made commitment to PCSB and SM-EP to ensure that they will have the work barge or boat to execute their work in time. For example at the time of writing this report, SES currently has all their three work barges plus one outsourced and two work boats working on both PCSB and SM-EP contracts.
Product Life Cycle
SES is also capitalizing on this area to rejuvenate its product (service) life cycle. SES this year has included into their fleet of work barges and boats a Class One Dynamic Positioning (DP) vessel, which is committed to SM-EP for October this year for one of their project. There is yet a Malaysian company that owns a DP vessel. This vessel will be a cost saving for the client, as it does not require dropping anchors, which mean no anchor handler and topographical boats are required. Setting up on location for a DP vessel takes only a half hour compared to eight and four hours respectively for a work barge and workboat. This also diminishes the risk of anchors getting drop or drag on pipeline(s). One other advantage to the client is that some of the complexes (numerous jackets linked together by bridges) have no access for workboats or work barges due to the abundance of subsea pipelines, which makes it impossible to drop anchors. At these areas only vessel with DP capabilities can...