Patchell Stainless a shining example

Pride in product has always been strong at Patchell Stainless, but now members of the team also recognise they have the right to be proud of themselves.

The tanker, truck and trailer manufacturer and custom stainless steel and aluminium fabrication company won the Jo La Grouw Snr Memorial Award for the Best Manufacturing and Trade Business at the Westpac Rotorua Business Excellence Awards in September. Manager John Backhouse told The Daily Post that would not have been possible without "the guys".

"I joined the company about nine months ago and saw immediately what they could do. These guys, and what they achieve, are awesome."

He said there was a real sense of teamwork among the 20 permanent staff, who regularly work 60 hours a week during the peak tanker season and adapt to a wide range of other projects off season.

That sense of unity was demonstrated at the award finalists' presentations to the judging panel. Every employee gave up part of their weekend to be part of Patchell's presentation or to support the presenters.

Backhouse put this positive and productive work environment down to the skills of foreman Parris Jensen.

He also credited much of the firm's success to former general manager Colin Patchell and his ability to accurately anticipate what customers would need for the coming season.

"That meant we could start to build before we had the orders. It's a huge risk economically, but we had no spare tanks by the end of the year and it gave us a real advantage in what is a surprisingly competitive market."

Backhouse said this skill depended on good customer relationships and a thorough understanding ofclients' industries and requirements - not easy in a sector where pretty much every order is bespoke.

Customer care is a primary focus for Patchell Stainless - including after-sale follow-up.

"We want to ensure customers have received what they ordered, on time, and that it meets their needs. Their feedback will enable us to improve in following years."

Quality is also key and no product leaves the workshop until it has passed the assured quality standards.

"Milk tankers make up about 70 per cent of our business, but it is seasonal and the guys are reassigned to other sections of the workshop off season. They have a great deal of versatility and a huge stream of skill sets and can work in any area with confidence."

Developing all staff, including Patchell's five apprentices, is central to that.

"It is about recognising and celebrating talent. You have to get everybody on board and show them they are not doing it on their own. They have the buy-in and commitment of the company behind them."

Backhouse said winning the award had allowed the team to hear what a great job they did from independent judges.

"They have always been proud of the products and now they are also proud of being part of the team that makes them. They do an exceptional job."