Human Resources

Identify the competencies required for different positions and specifically identify
quality related responsibilities

Performance Characteristics for Concrete:

• Setting characteristics
• Material compatibility evaluation
• Workability;
• Placeability;
• Strength;
• Uniformity;

To select the proper concrete mixture with the characteristics desired,

it is important to obtain the following information:

• Intended use of the concrete

• Method of placement
• Method of finishing

Sales personnel should communicate with operations and technical

service personnel any applicable special project conditions.

Validation of Mixture Selection and other specified Project Requirements

• Costs associated with unique test requirements;
• Specific types of production facilities and batching systems;
• Special types of component materials or concrete;
• Recording batch weights and reporting requirements on delivery
tickets;
• Restrictions on concrete unloading times;
• Restrictions on type of water or jobsite water addition;
• Rate of concrete delivery;
• Limits on concrete temperature;
• Potential costs associated with improper sampling or testing;
Job Site Monitoring and Control

Visit the site to observe operations and monitor concrete sampling and
testing. Specific areas observed include water demand, rate of slump
loss, workability, bleeding rate, finishing characteristics, and time of
set.

• Unusual concrete appearance (under/over sanded mix, fluffy

paste/excessive air, elongated aggregates, etc.)
• Observations of the sampling and testing procedures of the
Owner testing agency;
• Care and handling of concrete cubes moulds;
• Water added on the jobsite (requested and signed for by the
customer);
• Other materials added by the customer;
• The slump as used;
• Method(s) of concrete placement;
• Check test requirement for nonconforming concrete test due to
slump or air content;
• Location of concrete placement

Concrete Troubleshooting

• responding to complaints (inquiries),

• tracking the complaint,
• investigating the cause,
• analyzing the data,
• summarizing the findings.
Customer Focus
Customer Connections

• Presentations to customers of our performance records on

previous major or special projects.

• Demonstration of the scope and qualifications of our company's

quality control organization.

• Proper procedures for sampling, handling, testing ready mixed

concrete.

• Assisting our customers with evaluating cost efficiencies and

recommending quality improvements in placing and finishing
concrete.

• Suggested standard practices for ordering concrete which will

help ensure that concrete of the proper quality level will be
provided for typical local uses in commercial and residential
construction.

Complaint Management

• Complaint management is especially challenging for the ready

mixed concrete producer

• It is important to promptly act on even the smallest of

complaints. Delays or inaction may result in further customer
dissatisfaction and ultimately in costly litigation.