Founded in 2009, Hangzhou Domex-E Gas Equipment Engineering Co., Ltd. is headquartered in Hangzhou, a centre of China's industrial gas industry. It provides users in all industrial sectors in China and abroad with high-quality turbo compressors, expanders and related services, remote diagnosis, big-data analysis and other complete solutions.
To date, Domex-E has provided packaging and field service for more than 100 Siemens compressor units for customers in China and abroad, ranging from 6,000 to 100,000 ASUs and from instrument and power gas stations to chemical process plants, with customers across China's provinces, Southeast Asia, Russia, Turkey and other overseas regions. Its packages include fully skid-mounted units, single motor- or steam-turbine-driven trains, one-turbine-two-compressor trains, steam-and-motor dual-drive trains, and the relocation and retrofit of trains; five of the steam turbine plus compressor trains it has taken on are already running smoothly. Domex-E's mission is to provide reliable products, services and complete solutions for customers' compressors and to be the lifelong manager of customers' compressor systems. For projects already in operation, Domex-E makes planned routine follow-up visits to check how the machines are running, delivering on its aim of providing customers with lifelong "butler" service.
On the evening of 8 May, Domex-E project manager Chu Wenwen arrived as planned in a city in Hubei, ready to make a routine follow-up visit to Customer X the next day...
A sudden incident, handled in an orderly way
At 1 a.m. on 9 May, a steam-driven compressor train at Customer X shut down because of a power system fault. When the train was restarted after the fault was cleared, the steam turbine's emergency stop valve was found to be stuck and not working properly. Domex-E project manager Chu Wenwen happened to be in town that day for the routine visit.
By the morning of 9 May, Mr. Chu had a full picture of what had happened and of the situation on site. He quickly called an online meeting with Domex-E and Siemens service and technical staff to work out a solution against the clock, then contacted the valve manufacturer directly to agree on the repair plan and arranged for its service staff to set off for the site immediately. Meanwhile, the team on site kept working through every detail of the plan, settling on the fastest solution, checking the stock of 19 parts that might need replacing and arranging the fixtures and tools needed. The valve manufacturer's service staff reached the site within 13 hours of the incident and carried out an initial repair. One inner valve cover was still being machined urgently; it was finished and assembled at just after 2 a.m. on the 10th, and Mr. Chu arranged a dedicated vehicle to rush it to the site from 1,500 km away.
Professional service for stable operation
The customer, Chuankong, Siemens, Domex-E, second-tier suppliers and the site installation team worked together to overcome all kinds of difficulties, such as several seized parts, all-night shifts and high valve-body temperatures. Under the normal process, re-supplying a new valve alone takes 60 days and dismantling and replacing parts on site takes 7 days, so the whole job would take more than two months. Through special coordination and nonstop work on site, everyone together repaired the emergency stop valve in 2 days and 15 hours and brought the train back into operation!
Throughout this incident, the Domex-E team stayed on the front line, discussing solutions, coordinating people, guiding installation and providing logistics support, doing everything it could to give the user professional and attentive service and helping it resume production in the shortest possible time.
Reviewing the work to refine service details
Once production had resumed, the Domex-E team reviewed the work straight away. The emergency was handled very quickly partly through luck: the project manager happened to be visiting, which saved a lot of time on initial communication, and the supplier happened to have the key parts needed on site. Setting these "chance factors" aside, the Domex-E team focused its review on approaches and methods that can be transferred and repeated in similar situations. As a compressor equipment integrator, we need to plan more options in advance on future projects, run tasks in parallel and raise our technical level, so that we are better prepared for whatever may happen on different sites.
Fast, high-quality, professional service has always been the Domex-E team's guiding principle. Besides routine follow-up visits organized by project managers, Domex-E also holds customer open days, technical salons and sharing sessions from time to time, keeping in frequent, multi-level contact with customers. The Domex-E team will always keep its dedication and professional attitude to make sure its service is fast, efficient and reliable. In this era full of opportunities and challenges, Domex-E will stay true to its mission and vision. We believe Domex-E's products and services will win the trust and support of more customers, and that we will keep growing together with them.
Text and photos: Yin Kaisi, Chu Wenwen
First published in Chinese on the Domex-E WeChat official account. Read the original