Construction World April 2021

COVER STORY

Technical consultants

visit customers to provide technical support to the more

technically astute customers, such as concrete product manufactures.

ACENTREWITHTHE CUSTOMER’S INTERESTATHEART AfriSam is the leading supplier of superior quality construction materials. Its cement, readymix, concrete and aggregate materials have contributed to key infrastructure development on the continent over the last 85 years. Its core values of ‘people, planet and performance’ reflect its commitment towards customers, communities and the environment. AfriSam’s Centre for Product Excellence (CPE) plays an integral part in how it achieves these values, specifically for customers. Construction World visited the CPE at AfriSam’s Roodepoort facility and spoke to Mike McDonald, its manager.

“A friSam has had a philosophy of offering customer support through a skilled team for many years,” says McDonald. “The centre morphed through times and have had different names, but in the last 10 years it has become known as the AfriSam Centre of Product Excellence. Our sole purpose, and the reason for being, is to excel at customers support, product development and to monitor at the performance of our products in the marketplace.” The CPE plays an independent role for customers. “We are the body within AfriSam that has the customer’s interest at heart, and we are mandated to do this,” says McDonald. Customer support McDonald says that the CPE’s main aim of customer support centres around the customer’s productivity, the proper use of AfriSam’s cement and the prevention of failures. “We have technical consultants visiting customer to provide technical support to (especially) the

more technically-astute customers that include concrete product manufacturers, construction and readymix businesses and third party blenders. Our focus is less retail focused as generally we find that for those customers the mix designs and specifications printed on the cement bags, are sufficient,” says McDonald. “However, if there are any product issues, we will offer support.” The CPE aims to optimise the application process for the customer. “There is a need for true and accurate information, specifically technical information,” says McDonald. “Customers can always be assured that when they contact us, the information we give them is beyond reproach and if we do not know an answer, we will do research until we know.” The support includes the recommendation of which of the existing products will suit a customer’s needs. These are chosen specifically from AfriSam’s engineering range of products such as High Strength Cement, Rapid Hard Cement and its Roadstab Cement. Combined experience of 202 years The CPE is manned by a small, but highly experienced team of 11 who between

them have 202 years of experience in the manufacturing of cement and concrete, application of various products, and the associated niche applications. The team is managed by McDonald, who has been with AfriSam for 26 years. He started off at AfriSam’s Dudfield plant as a quality manager, became quarry manager and then operations manager before being promoted to head office. The team boasts two specialists: Grizelda du Toit (Product Professional: Cement) who holds a PhD in cement chemistry from the University of Pretoria with a thesis on the activation of fly ash in a cement matrix , while Rajen Naidoo (Concrete application

The AfriSam Centre of Product Excellence laboratory carries the coveted SANAS 17025 accreditation.

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