Differentiated Service Creates a New Model of Lubrication Service

– Kunlun Lubricants reaches a 90% usage rate at Yunnan Petrochemical
With 304.6 tonnes of Kunlun oils used, accounting for 90%... For the Yunnan Petrochemical refinery project, which was commissioned only a short time ago, these figures are enough to show Yunnan Petrochemical's determination to use domestic oils and its high recognition of Kunlun Lubricants.
Not only that, but in a letter of thanks sent recently to PetroChina's lubricant company, Yunnan Petrochemical said: "During project construction and trial commissioning, employees of the lubricant company worked alongside Yunnan Petrochemical employees to overcome a series of unimaginable difficulties and together withstand the baptism of battle, ensuring the tenacious progress of all work and demonstrating through practical action the glorious tradition of PetroChina people of 'being especially able to endure hardship, especially able to make sacrifices, especially able to fight and especially able to win'."
Today, Yunnan Petrochemical and the lubricant company have formed a sound cooperation mechanism, and the two sides have signed a procurement contract and an agency storage and sales cooperation agreement. So what does the lubricant company rely on to beat its competitors and win customers' favor?
Upholding service first
The refinery project for which Yunnan Petrochemical is responsible is both a supporting project of the China-Myanmar oil and gas pipeline and a strategic project for safeguarding national energy security, boosting economic development in the southwest region and adjusting PetroChina's refining business layout. The lubricant company fully understands the importance of the project.
At the early stage of construction, the lubricant company upheld the pre-sales philosophy of service first and actively communicated and connected with Yunnan Petrochemical's machinery and equipment division, materials procurement department, maintenance and operation support department and other relevant departments. In order to understand the equipment lubrication needs of the refinery project, relevant personnel of the lubricant company visited Yunnan Petrochemical six times, exchanged views with technical personnel and answered lubrication questions raised by equipment staff in a timely manner. The professional service attitude they displayed won unanimous recognition from everyone.
Breaking the whole into parts
The Yunnan Petrochemical refinery project, built over three years, has greatly promoted the upgrading and optimization of Yunnan's chemical industry, changed the pattern of petrochemical product supply in China's southwest region and filled a gap in Yunnan's petrochemical industry. After the project was completed, Yunnan Petrochemical broke with the traditional lubrication management concept of refining and chemical enterprises and no longer used the "five fixed rules and three filtrations" approach to equipment lubrication, hoping instead that the lubricant company could provide industrial oil products in 4 L packaging to make it convenient for on-site operators to lubricate equipment.
Having learned this important information, the lubricant company communicated and coordinated repeatedly with the production plant and the technical division, stating that the customer's needs should be met unconditionally. When the 4 L packages custom-produced for Yunnan Petrochemical arrived at its warehouse as agreed, they were recognized by the relevant departments, and operators said after use that lubricating equipment would be much more convenient from then on.
In addition, in order to meet the different needs of various units during construction, the lubricant company selected qualified service providers in Yunnan to provide less-than-truckload deliveries specially for the construction units, ensuring the timeliness of on-site oil use.
Differentiated service
In fact, things were not smooth sailing for the lubricant company at the beginning. According to the oil recommendations provided by the equipment manufacturer, if any consequences arose from using oils other than the designated brand, all responsibility would lie with the lubricant company.
Upon learning of this situation, the relevant personnel of the lubricant company did not mechanically apply the group company's documents; instead they took the initiative to visit the technical engineering department and the procurement department of Huanqiu Engineering Co., Ltd. On the one hand, before the KTL46 turbine oil product was used in large quantities, technical personnel went to the warehouse to take samples for analysis; on the other hand, they patiently explained the differences between the relevant products of Kunlun and the designated brand, provided benchmark data with product quality certificates, and presented proof of use from other refining and chemical enterprises. Through various data and practical evidence, the units constructing the Yunnan Petrochemical refinery project changed their understanding of Kunlun Lubricants. To date, the lubricant company has smoothly advanced the procurement of Kunlun products among the construction units.
Providing value-added services
In the view of the lubricant company, customer needs are its work objective. While providing good oil services, the lubricant company felt that supporting services were also essential, so it proactively contacted Yunnan Petrochemical's equipment and machinery division and proposed producing a set of equipment lubrication management manuals.
After obtaining Yunnan Petrochemical's agreement, the lubricant company assigned technical personnel to work on site, compiling lubrication management manuals for each unit and each piece of equipment. The content mainly covered the basic requirements for equipment lubrication, oil brand and grade information, replacement intervals, liquid level inspection, and how to deal quickly with abnormal lubrication conditions. The manuals were completed in just 40 days, and the lubricant company proved through its actions that it not only provides good service but also works efficiently.
Quality wins trust and service shapes the future. From Yunnan Petrochemical's early construction stage through to equipment oil use, the lubricant company consistently provided differentiated service, so that Yunnan Petrochemical wrote in its letter of thanks: "Relevant leaders and engineering technical personnel of the company took the initiative to visit Yunnan Petrochemical, offering ideas and solving problems for its lubrication management, helping Yunnan Petrochemical optimize its lubricant varieties and establish equipment lubrication manuals; they were bold in innovation, pioneering the supply of small-package industrial lubricants; and engineering technical personnel came to the front line to serve, providing the necessary technical guidance for the trial runs of Yunnan Petrochemical's key units. We hereby express our heartfelt thanks to PetroChina's lubricant company, which has always supported the development of Yunnan Petrochemical Company."