Don Rogers, President
Numerous factors contribute to an organization’s success: technical expertise, innovative technologies, quality of products and services, and customer service. But often, the most crucial contributor is customer excellence that is achieved when companies understand their customers’ requirements and provide them with suitable solutions. This vital aspect has been the winning formula of UMD Automated Systems for 24 years while delivering innovative mechanical systems for material handling and manufacturing. “Our goal has always been to stay ahead of not just our competitors but our customers’ expectations by delivering exemplary products and services,” says Don Rogers, President of UMD Automated Systems.
Walking the talk, the UMD team is focused on building partnerships with their loyal customers and strengthening those relationships by providing better quality equipment, underpinned by excellent field and engineering services. The company invests in training and educating their staff on new technologies and understanding the precise needs of the customer. The UMD team thinks outside the box to create innovative material handling systems that cater to the exact requirements of the customer.
As the first step toward custom-designing the equipment, the UMD team analyzes the process challenges faced by the client, understands performance objectives and gathers their inputs on the design aspects. “We conduct multiple design reviews from start to end to ensure the design is perfect, and our customers get what they want,” says Michael Rogers, Account Manager at UMD Automated Systems. “It could be a new cutter, tire stacker, a wind-up or a batch-off system, among others, which has different specifications depending on how the product has to be handled.”
Our goal has always been to stay ahead of not just our competitors but our customers’ expectations by delivering exemplary products and services
The company offers a comprehensive range of material handling and processing systems for tire and rubber manufacturers right from the compounding and mixing process, all the way to the warehouse for stacking tires and loading trucks. UMD’s wide range of engineered-to-order products for the rubber and tire manufacturing industry include mixer feed and batch-off systems, extrusion/component prep handling and cooling systems, to conveyors and automation equipment for curing, final finish, and warehousing. UMD’s larger goal is to extend the overall life cycle of the customer’s system by manufacturing robust products that last and reduce the total cost of ownership. On an equal footing, UMD is laser-focused on resolving every customer issue with fast response time.
Michael draws attention to multiple instances where they have developed a particular product for a customer and mocked-up the conveyors and equipment around it to proactively ascertain any problems and test its feasibility. “We follow this process to minimize problems and ensure successful installation in the field even if it is creating more equipment than necessary.”
As part of their future endeavors, Don reveals their strategy to develop new procedures for project management that will involve the customer intuitively and interactively participating in the engineering and manufacturing process through project phase reviews. They are currently building a new customer service department to resolve customer issues regarding spare parts, manuals, maintenance, problem-solving, and troubleshooting. The department will also provide customers with information pertaining to shipping, delivery dates, and tracking numbers. Moreover, UMD is taking steps to guarantee quality and is training its staff to improve customer service quotient.
Currently, the think tank of UMD’s research and development wing is working on turnkey packages from handling to storing and delivery of the tires. “We plan to expand and accelerate growth and roll out the slew of innovative products that are currently in the research and development phase,” concludes Don.