End-to-End Service

WADE: Good morning everyone in Australia and good afternoon to everyone listening from New Zealand! Today we're here for the MARKHAM webinar on End-to-End Service. So what we're going to do is we're going is to go through the differences between end-to-end service and traditional service methods.

A couple of housekeeping things; if you can keep questions firing through on the question and answer section throughout this, we'll answer it at the end; the more questions the better! So feel free to ask as many as you like. We do this to get questions that you guys can then answer.

I'm Wade Lanham; I'm joined here by Will Pepping. We both, on a normal day, work out of the Sydney office of MARKHAM and we have offices across most states in Australia and of course in New Zealand where we're based out of. So today we're working from home, so bear with us, it's a little bit different! But yes, we'll try and keep you entertained on the way through!

So what we're going to go through today is, What we mean by end-to-end service. What's each end, and what's in between? What are the benefits for our clients, and also their clients?

There's quite a few different ways that products can enter the market in the construction industry. So what we're going to do today is just go through the different ways that these happen, and how MARKHAM is different; and why we think that that's a better solution to that.

Will, do you want to go through the conventional way, and then our way, for us?

WILL: Yes not a problem. Hi guys, just a quick intro. My name’s Will. Thanks for the introduction, Wade. As Wade said, I'm based out of Sydney. Look over all of Australia with the design part of projects, which is pretty cool. I get to see some pretty cool projects out there, some unique projects as well; and also some really interesting places to visit.

So anyway, hooking into the conventional supply line: typically within the construction sector there are many, many touchpoints within a construction project; leading from all the way through from architects, right through to application on-site. So typically the three steps are people will deal with the manufacturer that so they're the guys that make the products; and then secondly a wholesaler or a supplier, so they’re the guys who actually supply the products on behalf of the manufacturer into the industry; and then thirdly the applicator. Now the applicator, they are the contractors who are on-site, physically applying products, installing products. So that's the typical one.

What I'll do is I'll quickly cover off how MARKHAM's different, and I think it's on the next slide. So the MARKHAM method is very unique in our industry, in the construction industry. We do obviously provide an end-to-end service, hence we're discussing this today!

So we … our head office and our manufacturing facility is in New Zealand. A little beautiful place called Napier, which is actually my hometown. So we have a manufacturing facility in Napier where we manufacture the product, and we've, as Wade said, we've got depots situated all around Australia.

But the next part of our end-to-end service is, we invest heavily in the design stage of a project. So we've got architectural design representatives that assist architects, engineers, developers, and right through to concrete technologists as well.

The next step is, so once our systems are included in the design, this is our very unique part, again, is that we supply and apply the systems and the products we manufacture. So all of our applicators are direct employees, which therefore means we don't, we aren't reliant on contractors, so we don't sell the product over the shelf to contractors to apply on our behalf. Now, this means we offer the industry the best quality control. And that means our guys are trained; they're trained to read concrete; read construction sites; outdoor … sorry, lost my train of thought! Outdoor variables! So every site’s completely different. Our guys are specifically trained on how to keep that quality control when they're given very tough working conditions, for example.

And lastly, we have a project-specific warranty. Now this means we don't cut and paste warranties, so they're not just a product warranty. We actually give a project-specific warranty designed for that specific project, which is very, very unique in our industry.

Have I missed anything, Wade?

WADE: No, I think you're spot on, Will. I think you did well. Probably one thing I will mention is, if you go back to the traditional methods, is each time someone else gets involved the costs go up as well. Each person along the line has got to make their money out of it, and the costs can really blow out by using different suppliers, wholesalers, retailers, installers, that type of thing.

So by us controlling the whole system from manufacturing through the installation, we also control the cost of that as well.

So what we'll do, I'll run through a few of the benefits now. The benefits vary depending on who our client is. As Will said, we have different parts of our business that speak to anyone from designers, engineers, architects, right through to the builders on site. Probably the biggest thing is streamlining all of those little steps along the way. A lot of the times the conversation between a designer and architect and the asset owner initially, doesn't end up flowing through right to the builder at the end stage. So one of the big benefits is that we can control that. So our conversations that our guys are having with the architects and designers, to make sure the building suits their needs, is also the same conversation we're having when MARKHAM are doing the installation on site. So it's a really good way of controlling the quality and controlling the expectations. There's one line of contact which is us the whole way through, which is us. There's not different suggestions on who can do what better, or a different way to do things.

Quite often we see specifications put out there by an architect; and then it goes through to the builder and they might have a different take on things. And then the outcome isn't exactly what they want in the end. So with us it's a really good way of controlling that the whole way through. We understand the expectations of the initial design, and we understand the needs on site and how that needs to be done.

And it works back the other way as well. If you're a builder and you're looking at using MARKHAM products, well, we've got the guys who are in regular contact with those architects and engineers and designers. So again, instead of the builder having to justify why he wants to use MARKHAM techniques, MARKHAM can have that conversation for them.

So it really flows really, really well throughout the whole build. You're talking about all these little minute things along the way, to ensure quality control, and that's what we ensure.

But it's not just the benefits to our initial clients that's important as well. It's the long term benefits. It's the benefits to our clients’ clients; so that would be that asset owner or the tenants of the building. Again, we touched on it in the last slide: the end results and expectations. Quite often, asset owners have a … really I guess you could call it sometimes, a niche application for their building. They have certain expectations they want to meet. They have a level that they want their concrete finishers to be, or to, you know, if you're running forklifts and things like that over it, they can quite often have quite a demanding surface.

So the good thing about that is we can have those conversations early. And we can make sure those expectations are met along the whole way. We're really project specific, so these different needs these asset owners or tenants have, we can really fine tune. And we can fine tune that, as I said, streamlined through the whole business, so their expectation is really met at the end of that.

And the good thing is, these treatments aren't going away. We have a really long quality assurance backed performance warranty that the builder can rely on, but also the asset owner in the long run can rely on as well. We're really open. We're really easy to speak to the whole way through.

So yes, it really does benefit everyone in the whole process. It's not just easier for us knowing the expectations through the installation. It helps the asset owners. It helps the builders. It helps architects work on specs, and what's needed and not needed. It really does make life easier, and really controlled and smooth for the whole process.

Yes, so that's the main reason we prefer that to just supplying our product and getting someone to install it, and there not really be a whole lot of knowledge or control to it. Now we're really big about that.

WILL: I'll touch on one extra point, if you don't me butting in!

WADE: Go for it, mate!

WILL: What feedback … A lot of feedback I've had from sites and clients is that when they're dealing with MARKHAM, they’re given a MARKHAM warranty; and it's a one stop shop; and what they really, really like is, if there is an issue on site, or if there is some sort of warranty claim, it means the client and the builder, they’ve got one stop; so one stop shop with MARKHAM. So it's not, there's no opportunity for it to become a finger pointing game from the applicator or the technician who applied a product pointing the finger back to the manufacturer. And vice versa, the manufacturer finger pointing back to the to the applicator saying, “Oh, well, you didn't install the product to specifications.”

So that gives the asset owner, the client, the builder, the architect, a lot more confidence that they're only dealing with one company.

WADE: Yes, spot on, we do hear that a lot.

So what we're going to do is we're going to open it up for Question Time now, so jump on the Q&A, fire them through. If you do happen to think of any questions after this, you've got both myself and Will’s email there. Feel free to shoot us through, shoot us through some information on a project that you think we might be able to help with this end-to-end service. We're pretty open, we like these open discussions. So feel free to send them through, even if you forget them now.

I'll start off by answering the first question. It says here, What can be done if you haven't been involved in the construction design phase?

And this is pretty normal for us. As we said, although we like to be involved with design to ensure that smooth process, a lot of our work comes from the builder; and it doesn't necessarily come from the design stage. That's quite regular for us. We work through that all the time. We, as I said, we’re pretty good at not just going from design through to construction, but also from construction back through to design, to help everyone out along the way. We don't just go in there, thrash something out for the builder and then leave. We generally like to let everyone know what we're doing, why we're doing it, and what to expect from it. So yeah, we work really well with that.

Will, have you got anything to add on that?

WILL: Yes, the only thing I'd probably add is, not every project is right for our applications. So if it's not the right project for our applications, we’re pretty well networked in the industry as well. So we'll put our hand up and say, “Look, our product’s not right. And this is the best method to go down.” So we do that quite often as well.

WADE: You're going to look after this next one, or you want me to grab this question.

WILL: Oh sorry, just bringing it up. OK. So just, this question just has asked, Explain the difference with our warranty compared whether you're involved end-to-end or not.

So the difference with our warranty – it is obviously an end-to-end service, we do provide …

Sorry, I am sorry. Just close this one.

WADE: You’re right!

WILL: Yes, so this question is asking, if we are added into the project late notice, and not involved with an end-to-end service. So yes, our warranty would stand. Obviously there are parameters, parameters to meet, and if all those parameters are met, then we will honour that project specific warranty.

Or if those parameters aren't met… as I said before, if it's not the correct application for us, we'll put our hand up and point the… either the construction company, the architect, or the asset owner in the correct direction.

WADE: Yes, we're pretty open with that. So we're always open with our warranties and what to expect, what not to expect, what we're going to cover, what we're not going to cover. And it’s never a bad conversation, it's always a good one.

So there was a little question that popped up in the chat that I'll grab. Are there any fees involved with getting MARKHAM to design a system?

No, there's not. In fact, a lot of our systems and specifications and that type of thing, we actually already have a base file for those. As we said, we're project specific, and every project’s a little bit different. So sometimes we need to tweak those to suit the project, and that the particular… requirements of that project. The good thing is that’s something, as an architect or design engineer, that you don't have to try and create yourself. We actually help you create that as well. So it's not any extra work for you. In fact, it's probably less. We really like to make sure that every end’s covered from our side of things. And as I said, the performance that you're trying to achieve in your design is followed right through.

I think that may be all for now!

WILL: Fantastic!

WADE: So as I said, if anyone else does have any questions, feel free to send them through to either myself or Will. We're both happy to help.

Looks like that's everything. All right guys, we'll end it there. Have a good day and we'll see you next week!

WILL: Thank you!