Thermatrix Case Study

I. Facts of the Case

It was on 1992 when Thermatrix, formerly known In-Process Technology created an opportunity for the
control and destruction of volatile organic compounds and hazardous air pollutants in improving the
environment. They grew and on June 1996, they conducted IPO. This created opportunity to expand its
presence in the market globally. In 1997, the company engineers were able to develop a more effective
treatment of waste streams with significantly less cost to the customer.

Thermatrix had alliances with many of its clients in developing solutions to the clients’ specific problems.
They targeted large corporations without charging more.

On April 2002, it was acquired by Linde AG. Presently, Thermatrix offers a wide range of flameless
thermal oxidizers and has the capability of providing stand-alone emission devices in a variety of ways.

II.Problems and Answers:

1. Thermatrix has grown and flourished because of its good customer relationships, which include
partnering, delivering a quality product on time, and listening to the customer’s needs. Suppose
company management wants to formally measure customer satisfaction at least once a year
and develops a brief survey that includes the following four questions. Suppose 115 customers
participated in this survey with the results shown. Use techniques presented in this chapter to
analyze the data to estimate population responses to these questions.
 Answer:

n = 115 For 95% confidence, z = 1.96

pˆ  qˆ
pˆ  z
n

1) Yes. The deliveries were on time.

63
pˆ  = .5475
115

(.5475)(.4522)
.5475 + 1.96 = .5478 + .0910
115
.4568 < p < .6388

2) Yes, the people in Thermatrix are helpful and corteous.

86
pˆ  = .7478
115

(.7478)(.2522)
.7478 + 1.96 = .7478 + .0794
115
.6684 < p < .8272

3) Yes, the structure pricing is fair.

101
pˆ  = .8783
115

(.8783)(.1217)
.8783 + 1.96 = .8783 + .0598
115
.8185 < p < .9381

4) Yes, I will recommend Thermatrix to other companies.

105
pˆ  = .9130
115
 (.9130)(.0870)
.9130 + 1.96 = .9130 + .0515
115
.8615 < p < .9645

2. Now suppose Thermatrix officers want to ascertain employee satisfaction with the company.
They randomly sample nine employees and ask them to complete a satisfaction survey under
the supervision of an independent testing organization. As part of this survey, employees are
asked to respond to questions by providing a score from 0 to 50 along a continuous scale where
0 denotes no satisfaction and 50 denotes the upmost satisfaction. Assume that the data are
normally distributed in the population.The questions and the results of the survey are shown in
the next column. Analyze the results by using techniques from this chapter.
Answer:

n=9 df = 8 For 95% confidence, t.025,8 = 2.306

s
Use: x  t
n

1) x = 37.9 s = 8.6
(8.6)
37.9 + 2.306 = 37.9 + 6.61
9
31.29 <  < 44.51

2) x = 27.4 s = 12.7

(12.7)
27.4 + 2.306 = 27.4 + 9.76
9
17.64 <  < 37.16

3) x = 41.8 s = 6.3

(6.3)
41.8 + 2.306 = 41.8 + 4.84
9
36.96 <  < 46.64

4) x = 33.4 s = 8.1

(8.1)
33.4 + 2.306 = 33.4 + 6.23
9
27.17 <  < 39.63

5) x = 39.5 s = 2.1

(2.1)
39.5 + 2.306 = 39.5 + 1.6142
9
37.89 <  < 41.11