Labthink International: 35 years of Packaging Testing

OEM: What’s your approach to new product development? How do you generate ideas for new machines and market-test them?

We invest heavily in R&D and are keen to receive customer feedback. We also regularly undertake custom-engineered projects, which often result in developing a standard product for niche markets.

OEM: How has your product line broadened over the years?

The Labthink product line is constantly evolving. Last year we introduced the first dual-sensor combination of WVTR (water vapor transmission rate) and OTR (oxygen transmission rate) analyzer. We now have the widest range of permeation analyzers available anywhere in the world and an extensive range of mechanical properties testers.

OEM: Can you share your annual investment in R+D (% of sales)? 

The exact number is confidential, but based on industry standards [we believe] it's the highest percentage of revenue within our industry.

OEM: How do you balance standardized machine configurations with those requiring customization?

Most of our equipment is standard, but many pieces feature a wide range of options, which permits customization. We are also happy to pursue custom-engineered products if we can help solve a customer's challenge. We then look out for other customers who may benefit from the same or similar solution.

OEM: Where do you find most of your employees?

What sort of background or specific talents/skills do you look for?  We look for well-qualified engineers; over 80% of our worldwide employees have formal engineering qualifications. Above all we look for experienced employees with exceptional customer service.

OEM: Why do employees love working for your company?

Labthink employees love working for Labthink because of the variety they encounter, the “one company” philosophy we engender, and the approachable management team.

OEM: What’s your process for handling a customer’s initial inquiry and needs assessment? 

We like to arrange a face-to-face meeting, either in person or via video conference, to make certain that we understand the customer’s requirements. During this meeting, we can draw upon our experience in similar situations to provide the most appropriate solution for the customer, which will address not only their current challenges but hopefully help them anticipate future events.

OEM: Once a customer issues a P.O., what happens next? What can they expect? 

Once a PO is received, the customer will receive an order acknowledgment with an updated delivery schedule. The customer is introduced to our aftermarket team, with whom order updates are communicated. Near the delivery time, the customer will be contacted to arrange a startup and training appointment with one of our service teams. Lastly, once a startup has been accomplished, we survey all customers with a satisfaction survey. Our aftermarket team follows up anything less than a perfect score to determine what we can do better.

OEM: What influences a new machine's turnaround/delivery time, and what happens during this process?

Each piece of equipment has a standard delivery time. Some of the more popular units are kept in stock in small quantities. The current manufacturing schedule influences delivery time. Whenever possible, we seek a non-binding “agreement to purchase” from the customer to provisionally allocate space in our production schedules.

 
OEM: How do you handle field service and training? Do you have dedicated training personnel, or do Service Technicians typically conduct training?

Service technicians conduct startup and training. Customers also receive unlimited free of charge video training and troubleshooting.

OEM: Are members of your field service/training personnel multilingual? 

Many of our service team members are multilingual.

OEM: Do you have any plans for facility expansion or new operations?

We are always considering our growth strategy. In the last five years, we have opened direct company sales and service centers in Europe, Asia, and the Middle East, in addition to our existing operations in the U.S. and China. We recently opened a new testing as a service laboratory in our U.S. head office as well as another in Frankfurt, Germany.

OEM: What challenges do you foresee affecting your firm and all companies in this industry?

The biggest challenges come from keeping pace with the development of new and/or sustainable packaging materials, many of which present their own test and measurement challenges.

OEM: Any other thoughts on the future?

Labthink has been established for over 30 years. We have well-developed succession plans and look forward to serving our existing and new customers well into the future.