COVER STORY
“NUCLEAR AND PHARMACEUTICAL
INDUSTRIES REQUIRE PUMP SURFACES TO BE SMOOTH TO SPEED UP THE
DECONTAMINATION PROCESS.”
APEX2:
INNOVATION THROUGH CUSTOMER FOCUS
Phil Bradley, General Manager at Casella explains how they have relied on the valued feedback of their clients to develop their latest product.
In 2015, we took our dedication to reducing occupational health and environmental risks from noise, dust and vibration monitoring, to a new level, with the development of the Apex2 personal dust sampling pump. We achieved this primarily by initiating a global conversation to fully understand what the market needed, then producing a pump to meet those requirements and more.
LISTENING TO THE CUSTOMER What does listening to the voice of the customer truly mean? The phrase is used by organisations frequently; so much so that companies may not be actually listening to their customers; it simply forms part of their marketing rhetoric with no substance behind it. At Casella, listening to our customers is a fundamental commitment when developing new innovations - listening to voices of multiple cultures and regions, taking clients on the development journey and acting upon their feedback. The ultimate demonstration of this was in the design of the Apex2.
FORM FACTOR When developing the Apex2, one of the first obvious requirements that came to light from the vast amount of
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end-user feedback, was the need for a new ergonomic design for the device. We utilised our in-house facility to print 3D models that were then weighted and taken back to clients for feedback.
In the majority of cases, pumps are worn on the waist; however, our investigations threw up some interesting exceptions. For example, customers in South Africa highlighted that monitoring devices are often worn across
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