Modernizing Water Analysis with LaMotte’s WaterLink Spin Lab · The WaterLink Spin Lab Product WaterLink Spin Lab is an in-store water analysis system by LaMotte, which uses photometric

Modernizing Water Analysis with

LaMotte’s WaterLink Spin Lab

A Proposal to Campbell Pools

Submitted by Anik Brazeau

November 18, 2014

A Proposal to Modernize Water Analysis

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Table of Contents About this Proposal ...................................................................................... ii

Background .............................................................................................. ii Audience ................................................................................................. ii My Position .............................................................................................. ii

Executive Summary ..................................................................................... 1 Purpose .................................................................................................. 1 Current Situation ....................................................................................... 1 Proposed Solution ...................................................................................... 1 Recommendation ....................................................................................... 1

Introduction ............................................................................................... 2 Purpose .................................................................................................. 2 Context .................................................................................................. 2 Organization ............................................................................................ 2

Current Situation ........................................................................................ 3 Problem .................................................................................................. 3 Limiting Factors ........................................................................................ 4 Ideal Solution ........................................................................................... 4

A Solution to Improve the Situation .................................................................. 4 The WaterLink Spin Lab Product ..................................................................... 4 How WaterLink Spin Lab Improves the Current Situation ........................................ 5

Implementation the Proposed Solution ............................................................. 5 Feasibility ............................................................................................... 5 Plan of Work ............................................................................................ 5 Projected Costs ......................................................................................... 5

Evaluating the Proposed Solution .................................................................... 6 Features and Benefits ................................................................................. 6 Alternative .............................................................................................. 6

Conclusion and Recommendations ................................................................... 7 Appendices ................................................................................................ 8

Appendix A: Glossary .................................................................................. 8 Appendix B: Testimonials ............................................................................. 9 Appendix C: Estimated Costs ........................................................................ 10 Appendix D: Outline of Timelines ................................................................... 11 Appendix E: Product Brochure ...................................................................... 12 Appendix F: How to Use the WaterLink Spin Product ........................................... 16

Bibliography .............................................................................................. 17


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About this Proposal

Background Campbell Pools is a swimming pool business with four stores in Eastern Ontario: Orleans, Alfred, Embrun, and Cornwall. Established in 1989, the company offers many services to its clients including the analysis of pools and spa (hot tub) water samples. Campbell Pools prides itself on its excellent reputation in quality customer service. Chemical purchases represent a large proportion of the company’s sales. These are driven by test results at the water analysis lab; customers who test their water are very likely to purchase chemicals as a result. Furthermore, water tests are very popular. In fact, approximately three quarters of the customers entering the store will bring a water sample with them (See Appendix B for testimonials). These tests are free of charge and no appointments are required. It is important to test the water chemistry of swimming pools and spas as improperly balanced water can allow bacteria and algae to grow, water may also appear discolored – green, brown, pink, yellow, or cloudy – and it can irritate skin and eyes, as well as damage pool equipment (Harris, 2002).

Audience The primary audience of this document is the company’s owner; he ultimately makes the important purchasing decisions in the stores he owns. The secondary audience of is the Orleans store manager, who is responsible for overseeing the operation of the store and who deals with most of the customer complaints. Finally, the tertiary audience is the staff members who interact with customers and perform the water analyses every day.

My Position I have been employed by Campbell Pools since 2010 as sales representative and I have performed tens of thousands of analyses over my four years in this role. I know the manager very well, I have met the owner several times and I am familiar with the employees and customers, and their common complaints.


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Executive Summary

Purpose In this document, I propose the modernization of Campbell Pools’ in-store professional water analysis lab, replacing the old equipment with a new product called WaterLink Spin Lab to better serve Campbell Pools customers at the Orleans location.

Current Situation The current system is old and damaged and it requires three employees to perform separate tests for different water properties. A typical water test takes about three minutes, and requires many reagents and vials. Oftentimes, there are significant waiting lines, and, in addition, results are not always consistent. The run-down appearance of the equipment is unprofessional and the use of irritating chemicals is also of concern. The current system needs to be replaced to better serve the customer base.

Proposed Solution WaterLink Spin Lab is an in-store water analysis system by LaMotte, which uses photometric technology to test water samples. It requires filling a single disk-shaped recipient, pre-loaded with reagents, which automatically generates results within one minute once inserted into the reader.

This product improves the situation as it is:

• Faster: water samples are tested in one minute rather than three minutes. • More precise: no human interpretation is required. • A seamless transition: tests the same properties and is compatible with the

DataMate software. • Cost-effective: requires fewer employees, minimizes costs per test.

This solution has an initial cost of $1195.33, however, by eliminating the need for one employee, costs may be recuperated with savings of approximately $0.98/test.

Recommendation The customer service, for which Campbell Pools is renowned, is being affected by the currently used water analysis system. I highly recommend the purchase of the WaterLink Spin Lab to replace the current in-store water analysis lab. It is a more modern option, which offers more accurate and faster tests, and it requires fewer employees and eliminates testing reagents. This solution satisfies the main objective of improving the customer experience, while also being a cost-effective option.


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Introduction

Purpose In this document, I propose the modernization of Campbell Pools’ in-store professional water analysis lab, replacing the old equipment with a new product called WaterLink Spin Lab to better serve Campbell Pools customers at the Orleans location.

Context The equipment currently used for water testing is old and has been damaged over time. The current system also requires separate manual tests for measuring the different water properties such as free chlorine, pH, alkalinity, hardness, stabilizer and copper. Tests are based on color changes and, thus, they are prone to human error, as interpretation affects results’ precision. Typically, in the summer, three employees are assigned to the lab and are responsible for performing water analyses; each test takes about three minutes. At busy times, line-ups are long, and more employees may be needed to optimize efficiency and best serve customers. With an old system that needs replacing and new technology available, a more modern option, offering more accurate and faster tests, and requiring fewer employees and testing reagents, should be considered.

Organization This proposal contains the following sections:

• The current situation – an explanation of the system in place, why it is problematic, what limitations exist in considering changing the system, and how a new system would ideally solve the problem.

• Improving the situation - a description of the WaterLink Spin Lab product, and how it improves the current situation.

• Implementing the solution – a plan that realizes the solution, it shows its feasibility, realistic timelines and costs.

• Evaluating the solution – an assessment of features and benefits of the product and comparison with alternative solutions.

• Conclusion and Recommendations – a summary of key points and the presentation of a final recommendation for the company.


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Current Situation

Problem At present, a typical water test takes about three minutes to perform. Customers arriving at the lab, hand over their water sample, and provide their phone number, which is entered by an employee into the computer’s database, which stores history of tests and pool specs. Before even arriving at the lab, however, customers may encounter line-ups and be forced to wait for service. Current testing involves water being transferred into a wash bottle (SKS Science, 2014), and separate tests being performed for pH, free chlorine, alkalinity, hardness, stabilizer and copper. In total, this requires six different vials, which must be filled with the sample and to which several reagents must be added, before mixing the contents or performing a titration. Each chemical property test involves an observable color change, quantified using a legend or a scale. This process is too long and requires many costly reagents (See Appendix C for cost breakdown), many of which need to be handled with care as they are irritants. The many vials, also need to be cleaned between tests. Tests rely heavily on human observation where error can easily be introduced, compromising accuracy. Three employees are needed in the lab to optimize the speed and efficiency of tests, and, still, long wait times are an inconvenient issue that affects customer satisfaction (Appendix B). Furthermore, the current in-store lab is old, and some customers consider the appearance to be unprofessional, decreasing the trust they have in the results (Appendix B). With multiple employees and reagents required for every test, the price of administering one test, calculated in the current situation, was estimated to be $2.05 for the reagents and $1.88 in terms of the salary of the employees performing the test, for a total of $3.93 per test (See Appendix C for full cost breakdown). The present situation – customer waiting times, precision of tests, age and appearance of equipment, safety of employees and degree of professionalism – has to improve, and the old lab system needs to be replaced to better serve the customer base; this is recognized by employees and customers alike (Appendix B).


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Limiting Factors There are limitations that will affect changing the in-store lab:

• Customers expect Campbell Pools to have all their pool specifications and their water analysis history on file, saved in the store’s database (this information is used to calculate the quantity of chemicals to add, and can be used in claiming warranties for certain pool equipment)

• Customers are accustomed to receiving their printed test results in a certain format (the format produced by LaMotte’s DataMate software).

• Employees use this software on a PC with Windows 7 and print results to an HP printer.

• Campbell Pools shuts down for the winter, from November to February, and the busiest time of the year for water analyses is from April to June.

• Seasonal post-secondary student employees start work in late April. • Campbell Pools is family-owned and has a low-operating budget.

Ideal Solution The ideal solution achieves the following outcomes:

• It is faster: increasing the speed of tests, reducing wait times for customers. • It is more precise: increasing precision and providing more reliable and

professional results, which will be appreciated by customers. • It is a seamless transition: replacing the current system while testing the

same properties, maintaining the format of test results and database information, and without requiring any additional effort by customers.

• It is cost-effective: minimizing the cost per test while maximizing customer satisfaction.

• It is manageable: requiring little time and effort to set-up and maintain. • It is durable: the system will last multiple seasons. • It is safer: reducing risk of workplace injury for employees.

A Solution to Improve the Situation

The WaterLink Spin Lab Product WaterLink Spin Lab is an in-store water analysis system by LaMotte, which uses photometric technology to test water samples. Testing water simply requires filling a single disk-shaped recipient using a syringe with the water sample (See Appendix E and F), and, then, inserting the disk into the reader, which spins the sample to test all properties (chlorine, pH, alkalinity, hardness, stabilizer and copper) and automatically generates results within one minute. Disks are pre-measured and pre-loaded, and can only be used once. In addition, since there is only one test


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occurring at a single station, it is only essential to have one person operating this equipment. Once the test has been run, all results are transferred from the photometry device to LaMotte’s DataMate software, where they are saved and the recommended chemical dosages may be printed. WaterLink Spin reader has a two-year warranty (LaMotte, 2014).

How WaterLink Spin Lab Improves the Current Situation This product improves on some of the problems encountered:

• It takes one minute rather than three minutes to perform one test. • It takes one employee rather than three employees to perform one test. • It only uses on recipient (disk) and does not require cleaning, as a new disk

is used for the following test. • It eliminates human interpretation by measuring properties and generating

results automatically.

Implementation the Proposed Solution

Feasibility Purchasing WaterLink Spin Lab is a feasible option for Campbell Pools for the following reasons:

• The product takes up less space than the current set-up. • Ordering it is simple as it is available via Campbell Pools’ regular supplier,

SCP (PoolCorp, 2014). As of November 18, 2014, the product is listed as in stock at the Woodbridge Branch of SCP Canada (PoolCorp, 2014), which means it would take only about one week to be shipped to Orleans.

• Campbell Pools can continue to use the database in place on its computer which houses over 10,000 customer entries.

Plan of Work For the WaterLink Spin system to be in place by the start of a new pool season (April), an order should be placed and the system installed over the winter months and training should take place in early spring (See Appendix D for an outline of the timelines).

Projected Costs The cost of purchasing and shipping the WaterLink Spin Lab product through SCP Canada is $1,195.33 (PoolCorp, 2014). The continued use of the system, which requires a new disk for every test, costs $2.45 per test. This is $0.45 more than the current system (See Appendix C for full cost breakdown). However, since only one to two employees are required in the lab with a new system rather than three, the company may choose to save on personnel by hiring one less employee for the summer (saving $1.38/test).


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Evaluating the Proposed Solution

Features and Benefits Implementing WaterLink Spin Lab has many benefits including that it is:

• Faster: this product tests water samples within one minute, three times faster than currently.

• More precise: human error does not factor into interpreting the results as they are measured quantitatively rather than qualitatively, and results are automatically transferred to the computer.

• A seamless transition: customers do not have to do any additional work; all customer files are maintained, and all the same properties are tested, also results are provided in the same format and employees continue to use the familiar DataMate software.

• Cost-effective: the product will require fewer employees to operate the lab, minimizing the cost per test, and maximizing customer satisfaction and professionalism.

• Manageable: WaterLink Spin requires little time and effort to set-up and maintain. It takes up less space and it is also easy-to-use, requiring little training, and there is no need to clean between tests.

• More durable: the system is new, components unused and the product has a two-year warranty.

• Safer: employees no longer handle chemicals, which can splash on their skin or in their eyes, reducing the risk of harm.

Alternative There are few in-store professional water analysis systems available in Canada and even fewer feasible options for Campbell Pools. Shifting to a different company’s product would be complex, as the files of more than 10,000 customers (since 2005) are saved in the DataMate software currently used. In addition, no other testing lab is available via Campbell Pools’ supplier, SCP. Thus, the main alternative to the WaterLink Spin Lab is the current situation, unchanged. While the status quo appears to be a more economical option (Appendix C), the current situation cannot be sustained as equipment is starting to falter and needs replacing. In addition, cost is balanced by the increased satisfaction experienced by customers with the implementation of a faster and more precise system.


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Conclusion and Recommendations

The customer service, for which Campbell Pools is renowned, is being affected by the water analysis system currently in place.

WaterLink Spin Lab is a product that uses photometric technology, and which can seamlessly replace the in-store water analysis system. It will improve the situation by increasing speed and accuracy of tests, eliminating wait times, decreasing payroll, reducing customer complaints, and it minimizing costs per test.

I highly recommend the purchase of the WaterLink Spin Lab, a more modern option, which is feasible. This solution satisfies the main objective of improving the customer experience, while also being a cost-effective option.


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Appendices

Appendix A: Glossary Algae Algae is a living organism originating from airborne contaminants

that grows in colonies, and that can cause water to appear discolored and surfaces to be slippery. Maintaining proper chlorine levels will prevent occurrences of algae in pools (HTH).

Alkalinity Alkalinity is a measure of the capacity of water to maintain a steady

pH level; water at a proper alkalinity level (ideal range: 80-120 ppm) will resist a change in pH when an acid or a base is added (HTH).

Cyanuric Acid Cyanuric acid is a chemical that stabilizes the water, protecting it

from sunlight, and preventing chlorine from evaporating, cyanuric acid is a measure of the water’s stabilizer level (ideal range: 30-100 ppm) (HTH).

Free Chlorine Free chlorine is a measure of the amount of (chlorinating) sanitizer

or disinfectant available in the water, which kills bacteria, algae and removes organic contaminants (ideal range: 1.0-3.0 ppm) (HTH).

Hardness Hardness is a measure of the calcium content of the water. Too

little calcium hardness (water that is too soft) causes corrosion; too much calcium hardness (hard water) causes scaling (ideal range: 175-300 ppm) (HTH).

pH pH is a measure of how acidic or basic water is, when pH is not

maintained (ideal range: 7.2-7.8), the swimming pools and spas may (HTH).

Photometry Photometry is a method of measuring light intensity or brightness;

this is achieved using a photometer (Merriam-Webster). Reagent A reagent is a substance that is used to perform a chemical process

based on its unique chemical properties (Merriam-Webster). Stabilizer Stabilizer is synonymous with cyanuric acid (See definition above)

(HTH). Titration A titration is a chemical analysis process that determines the

concentration of a dissolved substance (acid or base) by adding a measured quantity of a different substance (complementary acid or base) drop-by-drop, causing a neutralization reaction to occur (Merriam-Webster).


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Appendix B: Testimonials “About three quarters of the customers who come in bring water with them to test. In the spring, especially, we are really rushing, we’ll be on our feet in the lab and won’t even get to take breaks, often, it’s just non-stop water tests. I remember one year, at the Victoria Day long weekend, the line for the lab went all the way to the cash, it was crazy. There must have been more than 25 tests waiting. Working in the lab, we try to go as fast as possible, but the test takes at least two and a half to three minutes, multiply that by the number of people in line, plus time to enter the data, print, read the results and clean and reset the stations. It’s a process, and I know there’s better tech out there now, than what we had.”

- Mylène Delorme, Service Assistant Manager, 2008-2013 “At the start of the season, it’s just too busy, the line-ups for the lab are too long, and it takes way too much time to get the water tested [at Campbell Pools]. We’re busy, and on weekends the kids just want to swim, not wait in line, so sometimes – sorry to say but – we go to Mermaid instead they’re a bit quicker and the line-up’s usually shorter.”

- Cara Longman, Teacher at Colonel By Secondary School, Customer since 1994

“I test my water at least once a week, but sometimes I wonder how precise those results really are. They’ve got four people in there, pouring water in vials, looking at colors and shouting out numbers. They go so fast, I’m sure sometimes my test is wrong. Two weeks ago, one lad dropped the bottle, and there was water everywhere. Their mistake, but, they couldn’t tell me how much CAL+ product I’d need to add. Plus, that equipment is so old, there’s water damage on the colour scale, who knows if it still looks like it ought to”

- Pierre Deschênes, Retired Insurance Broker, Customer since 2001

“We just bought pool a couple of summers ago from another company, but we love coming to Campbell’s because the service really is superior to other places. We don’t mind waiting a little longer in line, because it’s a lot easier here: you just give your phone number and they have all the info in the computer already, and they’ll tell you exactly what you need to do. They print out the results and explain them to us, so when we get home from our errands, it’s clear, we know exactly what steps we need to do and in what order. Quality customer service is what defines Campbell Pools, and it’s probably why they’re in still business and Club Piscines, down the street, isn’t anymore.”

- Shawna and Cole McGee, Public Servants, Customers since 2012

“Customers have to bring at least a bottle full of water. Sometimes, one will come in and only bring like a pill jar’s worth of water. It’s like what do you expect us to do with that? We need like 500 mils to test everything….One time though – oh this was really bad – something got caught in the burette, it was a piece of fluff or something, and so we couldn’t test the alka[linity], and then we ran out of copper tester. People were really upset at us, that’s never fun.”

- Jeremy Brisson, Sales Associate, 2011-2012


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Appendix C: Estimated Costs (PoolCorp, 2014)

Table 1: Cost Breakdown in Administering One Test in the Current Situation

Test Product Price Quantity Quantity/test Price/test Free Chlorine

DPD-IA $19.12 60 mL 0.5 mL $0.16

DPD-IB $19.12 60 mL 0.5 mL $0.16

pH pH indicator $16.82 50 mL 0.5 mL $0.17

Alkalinity Alk indicator $25.15 50 mL 0.5 mL $0.25

Alk titrant $34.86 4 L ~30 mL $0.26

Hardness Hard tablets $16.47 100 tablets 1 tablet $0.16

Hard titrant $34.86 4 L ~30 mL $0.26

Hydroxyl $37.67 2 L 5 mL $0.09

Stabilizer Cyanuric acid $39.31 2 L 5 mL $0.10

Copper Copper reagent

$13.06 15 mL 0.5 mL $0.44

TOTAL: $2.05

Table 2: Cost Breakdown of Administering One Test with WaterLink Spin Test Product Price Quantity Quantity/test Price/test

Free chlorine, pH, alkalinity, hardness, stabilizer, copper

WaterLink Spin Disk*

$122.50 50 disks 1 $2.45

*The WaterLink Spin Disk requires the WaterLink Spin Lab, which costs $1,195.33.

Table 3: Cost Breakdown of the Salary of Employees for One Test

Situation Employees in lab Salary Time per test Salary per test

With WaterLink Spin Lab

2 ~12.50/hr 1 min (0.02 hrs)

$0.50

Currently (normal) 3 ~$12.50/hr 3 min (0.05 hrs)

$1.88

Currently (busy) 5 ~$12.50/hr 3 min (0.05 hrs)

$3.13


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Appendix D: Outline of Timelines

Table 1: Schedule of Tasks and Responsibilities Task Responsible Milestone

Ordering WaterLink Spin Lab and Disks from SCP Canada

Owner and Manager December 1, 2014

Receiving Shipment Manager December 8, 2014

Setting up and installing the System

Manager February 2, 2015

Reading Instruction Manual Manager February 27, 2015

Training Employees Manager (Employees) March 20, 2015

System in Place and Operational

Manager April 1, 2015

Day-to-Day Operation Employees April 1, 2014-August 31, 2015

Regular Maintenance Manager and Employees Weekly (April 1-October 31, 2015)


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Appendix E: Product Brochure (LaMotte, 2014)


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Appendix F: How to Use the WaterLink Spin Product (LaMotte, 2012)


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Bibliography Campbell Pools. (n.d.). LinkedIn. Retrieved November 15, 2014, from Piscines Campbell Pools:

https://www.linkedin.com/company/366538?trk=tyah&trkInfo=tarId%3A1416065159892%2Ctas%3Acampbell%20pools%2Cidx%3A2-1-6

Harris, T. (2002, September 17). How Swimming Pools Work. Retrieved November 15, 2014, from How Stuff Works: http://home.howstuffworks.com/swimming-pool5.htm

HTH. (n.d.). Pool Care Glossary. Retrieved November 16, 2014, from HTH: http://www.hth.co.za/index.php/glossary

LaMotte. (2014, July 14). WaterLink Spin brochure. Retrieved November 16, 2014, from LaMotte: http://www.lamotte.com/images/pdf/flyers/waterlinkspinbrochure.pdf

LaMotte. (2012, October 12). WaterLink Spin User Resources. Retrieved November 16, 2014, from LaMotte: http://www.lamotte.com/spin_support/us/images/baffles/3576-QG_baffle.pdf

Merriam-Webster. (n.d.). photometer. Retrieved November 16, 2014, from Merriam-Webster Dictionary: http://www.merriam-webster.com/dictionary/photometer

PoolCorp. (2014, November 16). Product: WaterLink Spin Lab. Retrieved November 16, 2014, from Pool360: https://pool360.poolcorp.com/productlandingpage/tabid/88/productid/353042/sename/waterlink-spin-lab/language/en-us/default.aspx?language=en-US&

PoolCorp. (2014, November 16). Product: WaterLink Spin Lab. Retrieved November 16, 2014, from SCP Canada: https://pool360.poolcorp.com/productlandingpage/tabid/88/productid/353042/sename/waterlink-spin-lab/language/en-us/default.aspx?language=en-US&

PoolCorp. (2014, November 16). Testing Reagents. Retrieved November 16, 2014, from SCP Canada: https://pool360.poolcorp.com/Products/SearchResults/tabid/89/q/lamotte/language/en-US/Default.aspx

SKS Science. (2014, November 16). LDPE Plastic Laboratory Bottles. Retrieved November 16, 2014, from http://www.sks-science.com/ldpe-plastic-laboratory-bottles-c-100_99_87_13.html

Documents

Modernizing Water Analysis with LaMotte’s WaterLink Spin Lab · The WaterLink Spin Lab Product WaterLink Spin Lab is an in-store water analysis system by LaMotte, which uses photometric