Problems Solved

Going beyond great products to conquer your challenges 

Looking through the Norton catalog isn’t something you do “at a glance.” With 10,000+ SKUs, this Saint-Gobain brand contains the largest portfolio of abrasives and accessories in the global market today. No matter the application you have, you’ll most likely find a Norton product that meets your needs. 

But sometimes you need more than just a product. You need help improving a process, reducing cycle time, extending abrasive product life, increasing productivity, or reducing total cost. That’s when you realize that the value of having a partner like Norton | Saint-Gobain goes far deeper than a list of products. 

“As a company, Norton has always seemed to be focused on solving problems. Instead of trying to sell the newest widget that doesn’t really fit a customer’s application, Norton digs to find what will really help the customer achieve their goals.”

—Caleb, Distributor Partner

Team skills range from math and geometry, process measurement and analysis, to organization and communication. “We have specialists in each category of our product line,” Bright noted, “But we’re also generalists. We know grinding. We understand the process physics involved and how to tune the grinding system to achieve the desired results. That knowledge of the fundamentals transfers to any new situation we encounter.”  

The Application Engineering team, geographically dispersed across North America, will put their knowledge to work by going to customer sites, observing operators in action, and making recommendations related to processes and techniques as well as product selection. A typical request might involve a customer asking for a way to reduce cycle time in order to meet higher production demand. 

“We start by looking at the current state. Then, we look at all the variables in the grinding system, including the feeds and speeds,” Bright said. “Next, we’ll devise a recommendation and begin testing. Everything is measured throughout the process so we can document what was changed and what benefit it brings. Essentially, we work with the customer to provide a solution to help them achieve their goals."

Working Ahead of the Curve 

While the AE team works at solving today’s issues, the AAE focuses on pioneering technologies, looking at what’s coming two to five years in the future. This might entail newly developed substrate materials or radically different processes made necessary by cutting-edge equipment changes. When faced with these advanced challenges, the AAEs will work to simulate the situation at their homebase in the Higgins Grinding Technology Center in Northboro, Massachusetts.  

“Big aerospace companies are always working on the next generation engine and next generation material,” observed Andrew Biro, Manager of APS and AAE. "As these upgrades go through development, there may be a need to redesign parts and manufacture them in new ways, sometimes including features that have never been made before. We're here to help figure out the right approach, test it, and prove how it can work"

Working at the leading edge of new technology means facing dilemmas not previously encountered. “Oftentimes we are asked to help because the answer isn’t obvious. It’s not in a textbook somewhere or in a line of code on a machine,” Biro said. “We’re able to deal with the uncertainty because we’ve probably done something similar. All we need to do is figure out what’s different and address that piece of the puzzle.” 

Biro described his team as “passionate” about staying up-to-date on technologies they face. Every project constantly exposes them to what’s coming down the pipeline in the next five years. The result is that the team’s learning evolves naturally as they engage with the R&D teams on every project. 

“We believe Norton’s responsiveness and technical expertise is what sets them apart. No other abrasive company could have helped us succeed with our project.”

—Levi, Foundry Customer

The robotic cell has the ability to do part-to-abrasive or abrasive-to-part grinding for wet or dry applications. It can also simulate human operator pressure and test multiple speeds and angles. The Lab is even outfitted with the proper safety ventilation to handle aluminum and titanium.  “Really, the whole set-up was designed with the idea of being able to do any application our customers need,” Biro said. 

The types of problems customers bring to the APS team include abrasive process development, optimization, automation and in-house testing. To determine project viability, the team uses specific criteria. “One of the most critical elements is customer readiness. Do you have clearly defined goals? We need a clear definition of what a good part looks like or what you need to justify buying an automated system,” Biro noted. “We also want you to have a project champion who can articulate your goals and objectives while working through the process with us.” 

Upon completion of the testing process, the customer receives a complete report including methodology, materials used, time involved, and data on all metrics assessed and captured.

“Truly, the APS data and videos were instrumental in changing our fears to acceptance. They were especially helpful in convincing our management team to move forward.”

—Levi, Foundry Customer

Challenge Us 

Working with any of these technical support teams begins by talking to your Norton sales representative. They will help match your needs with the right resource.

“We’ve stayed with Norton because the products deliver the quality to meet our customers’ high standards and because of the responsiveness of the people. If I ever have a problem, Norton is on it, and I don’t have to worry about anything.”

—Rob, Manufacturing Customer