CASE STUDY: Rapid response to quarry gearbox failure, ensuring zero downtime.

After receiving a call from a local quarry in crisis, Craig Tivey, North Branch Manager, jumped into action to get to work, displaying exceptional problem-solving skills as the customer faced a critical machinery breakdown.

The Challenge

Late one Friday afternoon, the plant experienced a failure that halted all material processing. With the quarry depending on continuous operations to maintain production, this issue posed a serious risk of financial loss and operational disruption. With heavy demand and tight deadlines, the quarry couldn’t afford extended downtime, especially over the weekend.

The failed unit, weighing approximately 3/4 of a tonne, also presented logistical challenges that required special handling. The priority was to repair or replace the unit as soon as possible to avoid any delays in the quarry's operations the following week.

Despite the late hour, Craig arranged for the failed unit to be collected from the quarry that same Friday afternoon. He ensured that the heavy unit was promptly delivered to ACORN, where they could begin working on a solution.

Recognising the critical nature of the situation, Craig ensured the new unit was to be built overnight, ready to be fitted immediately the next day.

Early on Saturday morning, Craig personally collected the newly built unit and re-delivered it to the quarry. By 8 AM, the replacement unit, despite its large size and weight, was on-site and ready for installation.

The new unit was fitted and operational that same morning, ensuring the plant would be ready to run by Monday. Despite the potential disruption, Craig's actions helped the quarry avoid any operational delays.

The Result

Although the quarry’s machinery was out of operation for a brief period, they were able to rely on stockpiled material throughout the weekend. This allowed them to maintain output without any immediate impact on production schedules. By Monday morning, the plant was fully operational, with zero downtime experienced as a result of the breakdown.

A Repeat Scenario

Several weeks later, the same quarry experienced a similar issue with a different unit. Once again, Craig responded promptly, following the same efficient process:

• The failed unit was collected and delivered to ACORN for an overnight rebuild.
• Craig delivered the new unit to the quarry the following morning, ensuring that the replacement was installed in time for Monday's operations.

This consistency in handling urgent repairs further strengthened ACORN's reputation as a reliable partner for the quarry.

Conclusion

Craig Tivey’s commitment to customer service was pivotal in resolving two major machinery failures for the local quarry. By coordinating immediate transport, arranging overnight repairs, and ensuring prompt delivery, Craig and the team at ACORN minimised any potential downtime and kept the quarry’s operations running smoothly.

This highlights the importance of swift response times, technical expertise, and customer-centric service in the industrial services sector. Craig’s efforts mitigated potential financial risks for the quarry and reinforced ACORN’s standing as a dependable partner capable of managing urgent and complex challenges in real-time.