Watts Current - Volume 37

Discovering the value that an integrated control loop technology would offer the market came as a result of two Watlow programs that put the company even closer to understanding customer needs -- "Voice of the Customer" (VOC) and "Environment of the Customer" (EOC). The VOC and EOC programs encompass a more formalized approach by Watlow to be system and design-oriented in its approach to meeting customer needs.

"VOC is really about listening and hearing what the customer says to us about needs, problems and solutions that will help them do their job better," explains product marketing manager Don Commare. "EOC is more about observing -- taking a look at what customers do and how they build. Combining listening and observing our customers' realities is really responsible for the EZ-ZONE platform."

Initially, Watlow explored opportunities around simply improving the temperature controller. But nearly all customers said that temperature controllers already worked well and that they were essentially a relatively cheap commodity with little room for improvement.

"Nobody said 'just add diagnostics' or 'add power management' to that process, so we went back to the drawings of how our customers integrated temperature controlling, and that's when we started to see some commonalities and customer need," Commare says.

Watlow began exploring opportunities to improve the entire thermal loop, and that's when the light bulbs began going on. Customers said there were many possibilities to improve the reliability of the thermal loop. There are too many terminations, vendors and part numbers in the current environment. Couldn't someone just put it all together?

Watlow hit the drawing board, and the EZ-ZONE concept was born. Watlow engineers took early schematics on the road to test the concept with customers. The survey ratings were "through the roof," Commare says. "Customers said that if we could simplify the thermal loop, there would be strong interest in the product. The primary question was whether we could develop a product that would be reliable and cost effective."

Watlow engineers built a prototype and went back on the road to validate the approach. Platform consolidation turned out to be a very hot topic, and Watlow engineers got sufficient input to validate the full development of the EZ-ZONE ST integrated thermal loop architecture.

Simplification of the thermal loop proved to be the most appealing aspect of EZ-ZONE ST. Offering one product rather than having to integrate up to six control products has many benefits including a smaller footprint, easier installation and maintenance, reduced terminations, simplified initial specification and lower total cost of ownership.

Commare adds that since EZ-ZONE ST is modular and scalable, users pay only for what is needed. EZ-ZONE offers flexibility as well because it can be stacked into multiple configurations. Watlow will help customers determine the appropriate configurations for their needs.

Evidence of the interest in the technology enabled Watlow to nearly cut in half its normal product development timeline. The entire process took less than 12 months. "This was a low-cost, leaned-out process right from the start," he says.

Commare acknowledges that Watlow was traditionally known as a heater company that grew into the sensors and control arenas. But over time, the company has become increasingly known for its controller products. That evolution, he says, led Watlow to address the entire thermal loop, an approach that is different than anything Watlow has done before.

"Not only do we feel confident about what EZ-ZONE ST will do for the industry, but customers in a wide variety of industries are validating the premise and are eager to get their hands on the product," he said. And thanks to Watlow's global supply chain, EZ-ZONE ST can be built and sent to market anywhere in the world.