Welcome to Entertainment Engineering magazine’s series where we ask companies to explain their approach to solving customer problems. We recognize the value of transferring technology and design innovations from one industry to another and believe that it all starts with those initial conversations. Here’s how Nordson EFD works with its customers. 

About Nordson EFD: Nordson EFD designs and manufactures precision fluid dispensing systems for benchtop and automated assembly lines. By enabling manufacturers to accurately apply the same amount of assembly fluid to every part, every time, EFD helps customers improve process control and throughput. In addition to producing high-quality fluid packaging syringe and cartridge systems, the company is also a leading formulator of specialty solder pastes for dispensing and printing applications. 

Nordson EFD is at the forefront of introducing Industry 4.0 efficiencies to the marketplace, adding a new level of control and connectivity to its micro-dispensing solutions. Serving a wide variety of industries for more than 60 years, Nordson EFD has worldwide offices, application laboratories and technical support staff. 

Manufacturers partner with Nordson EFD because we offer consistent precision fluid dispensing plus laboratory rigor to ensure that assembly challenges are resolved before production starts. From R&D to prototyping to production, the Nordson advantage enables you to focus on what really matters: creating impactful technologies for the people who need them.

For this series, we spoke with Anthony Buzzerio, an Application/Systems Engineer II at Nordson EFD. He has 4.5 years in the fluid dispensing industry. Buzzerio holds a Bachelor of Science in Engineering from Roger Williams University of Bristol, RI.

Ideas: Understanding the challenge

How do customers typically approach you with a challenge, and what information do they provide? 

At Nordson EFD, when our customers approach us with a challenge, they can be sorted into three broad categories: 

• PRODUCTION: The customer is experiencing an assembly problem that has a negative impact on their production line.

• PROCESS: The customer is starting up a new production or assembly process and is exploring options.

• CONTINUOUS IMPROVEMENT: The customer is tasked with improving an existing assembly or application process, such as applying accurate, consistent amounts of adhesives, sealants, lubricants, and other assembly fluids to a substrate.

Generally, in our initial conversations, the customer provides their specifications and the Nordson team asks questions that go deeper into the details of the project. A material data sheet, information about the substrate the customer plans to use, and fluid specifications are typically part of that conversation. High level production goals are also part of this dialogue, where we can get very specific about the application and list of requirements. 

What information would make the process smoother or more effective?

The process goes much smoother and more effectively once we are provided a complete set of fluid dispensing data, assuming the data has already been collected. Since fluid dispensing is something of a specialty, specific data points are critical for us to maximize the required outcomes. We need fluid specifics from the fluid formulator. If this is an instance where a customer is looking to optimize an existing process, good photos or videos of the process are also a great way to clarify and improve effectiveness at this point in the project.

Lastly, projects go more smoothly when we can arrive at realistic expectations early in the relationship. As the adage goes, not letting the perfect be the enemy of progress is a smart philosophy to adopt at the beginning of a project. As we move forward, our mission becomes iterating for improvement.

At what point do you decide an application requires a unique and innovative approach? 

At Nordson EFD, we have a deep experience pool to draw from. We’ve been delivering precision dispense systems since the inception of modern fluid dispensing solutions in the mid to late 1960s. Thus, it is rare but not unheard of for us to encounter an application or circumstance that is unique and requires an innovative approach.

That said, there are examples of a situation where a customer offers an idea and we listen to them, mull it over, and add value to the concept they have proposed. Using that 60+ years of know-how, we evaluate the application to deliver the most efficient process for the project.

The laboratory rigor we apply to each new project gives us hard data to assess whether a new or innovative approach is truly required. Understanding exactly what is going on and what is needed for an application is a great tool for determining if a unique approach is needed; the customer has peace of mind knowing that Nordson EFD is part of the larger Nordson organization, and that we can leverage the combined strength of the divisions to drive a new process or combination of skill sets and technology.

Does your company have a response policy or procedure when this situation occurs? If yes, briefly explain.

Using the data gleaned from this work, we test and iterate until we have determined that this application is going to require an innovative approach. Though EFD typically proposes turn-key solutions using a combination of existing off-the-shelf products, we do not hesitate to explore and innovate. We have on-going discussions with our internal market innovation and design teams to share market trends, application challenges, and bottlenecks, and bounce off ideas on how to solve them. We employ a rigorous new product development (NPD) process to identify technology and product gaps, explore and experiment engineered solutions, and launch new products covering those gaps.

What determines whether a challenging project receives a “go” or “no-go” decision?

At Nordson EFD, lab tests are what drive technology and process decisions. It’s purely a data-driven approach to the “go” or “no go” question. Economic constraints from a customer can sometimes halt or interrupt a project. If the budget isn’t there, it can be very difficult to optimize the manufacturing process. This is true for every organization.

A “go” scenario is indicated from favorable test data and having a proof of concept to show the customer. When the testing proves out that an overall application will work, that is also a strong positive indicator that the dispense process will work as intended. The throughline across all decisions is collecting data and analyzing those results to drive the best decisions possible.

Innovation: Working as Partners

How do you and the customer align expectations, priorities, and desired outcomes early in the process?

At Nordson EFD, we start each project with a call and conversation with the key stakeholders. At that time, we review all of the project specifications. We ask a lot of questions and perform application tests to gather information. In addition to this call, part of this process is the questionnaire the customer completes as part of the intake phase of a project. This clarifies anything that is unclear or not understood, and the conversation enables Nordson EFD engineers to expand upon the information shared in the questionnaire. 

The intent at this point is to minimize the time required to communicate and minimize the need to retest applications. We conduct these meetings before the customer ships the application, or directly after we receive the application and start testing it. 

As a matter of course, we schedule a call with our customer before every application test. We double check each of the desired goals and outcomes. During this process, we work diligently to communicate with the customer about what they need from the testing process. In a case where we are working with an automation house or machine builder, we have conversations with both these organizations and their customer to ensure that we are aligning the expectations, priorities, and desired outcomes.

Which internal team disciplines (engineering, design, manufacturing, software, etc.) are usually involved, and how do they collaborate on these types of challenges? 

The internal team disciplines collaborating at Nordson EFD include application engineering and design engineering teams. Internally, the combined engineering team collaborates to map out and implement the best fluid dispensing solution/process for the customer.

Nordson EFD does not provide custom products to customers. All the solutions are off the shelf, but the configurations are unique to the customer’s application needs. That work takes place at the East Providence laboratory and continues throughout the implementation phase at the customer’s manufacturing facility. At that time, an application engineer ensures that the dispense system is operating as intended. The application engineer also provides education and training about the dispense system.

How do you turn project constraints (timeline, cost, materials, regulations) into opportunities?

We address all of these concerns from the outset of the project. If the challenge is cost-based, our usual methodology is to scale the solution to the budget. Similarly, we will scale the project to expectations as well. 

When the hurdle is a material, timeline, or a regulation challenge, Nordson EFD is able to put our unique skill set as a fluid engineering resource to work for our customers. Sometimes that means a stopgap solution; oftentimes mining our experience yields an answer.

To answer the question regarding regulation constraints, typically during the phase of the project where the customer is investigating and sourcing a fluid dispensing solution for manufacturing, the regulatory requirements are fully managed already. To clarify, the regulatory requirements are usually managed by material handling sheets, and the documentation is provided as part of the project initiation process.

What typically pushes your team to think more creatively during these projects?

Being blocked — that is, struggling to determine why things aren’t working as expected — is what pushes the team at Nordson EFD to think creatively. 

There’s a saying that “restrictions breed creativity.” Working in the Nordson EFD applications lab, those restrictions force our team to flex our minds and push through to a solution. Creativity comes as a result of needing to push past a problem. The challenge could be a system’s integration, or a problem with a part. We identify the blocker and work to push past it.

Fortunately for us, these situations are rare because we have a deep set of experience to draw from learned from our 60+ years of solving difficult engineering challenges. Thus, it is rare but not unheard of for us to encounter an application or circumstance that is unique and requires creativity to resolve.

What part does AI play in your team’s approach or decision-making during challenging projects?

AI tools, at this point, seldom result in a creative approach because they have been trained on projects that already have a solution. Therefore, AI tools are not widely used by the Nordson EFD organization.

Execution: Mindset and Lessons Learned

How do you and the customer maintain strong communications and alignment as the project evolves?

In order to ensure that we are aligned and communicating, once a project is in motion we sign a non-disclosure agreement (NDA) with our customer. This protects both parties and fosters an atmosphere of clear communication and trust. Every project has a schedule of calls and virtual meetings. As part of the agreed deliverables, we update our clients with photos and videos of progress being made on their system. In addition, reports and data sets are shared with the customer.

Oftentimes a customer wants to visit our laboratories in person. This might be to witness the testing, or to review the dispense system and process for their application. Additionally, we frequently offer in-house demonstrations of a process for our customers. By establishing the key deliverables and working in a professional manner to achieve them, Nordson EFD’s customers are assured of a highly responsive team of experts focused on providing clear communication from start to installation. 

What aspect of challenging projects requires the most resilience from your team, and how do you maintain momentum when things stall or become difficult?

Momentum can be lost whenever a project encounters a challenge — or worse, multiple challenges that grind the effort to a halt. At Nordson EFD there are three kinds of challenges that require resilience to persevere:

• Scope change

• Expectations change

• Budget change

Patience must be exercised on any purchase order that suddenly develops a long timeline. Maintaining communication with the customer during the difficulties isn’t easy in these cases but is essential for moving forward, and something we take seriously by facing it head-on. The focus shifts to adapting to a solution based on the project changes. The team’s resilience comes into play when the work becomes about staying on target and leaning in when the situation doesn’t look great. Specifically, at Nordson EFD we leverage our team and use our fluid process expertise to push through when things stall or become difficult.

From your perspective, what makes a customer an effective innovation partner when it comes to project execution?

Making a customer an effective innovation partner comes down to two things: clearly communicated expectations and clear project process documentation. 

Our best outcomes begin with customers that start with Nordson EFD early in the development phase. This is the optimal time to work together because this is a point when we are most open to change, and before a process or equipment has been purchased or implemented. 

Flexibility is important early in a project. Trusting each other’s mutual expertise — you know your process and we know our fluid dispensing equipment — is important for an effective assembly project.

When an organization is ready to educate their workforce about using the dispense equipment, we are confident that this is a strong partnership. Clients that train and upskill their staff and are proactive about training their operators get the most benefit from their investment. Thoughtful investments in training and maintenance drives good outcomes; last, but certainly not least, budgeting for replacing high wear parts to prevent downtime is a hallmark of our most effective partners. 

What is the most important mindset your team brings to ensure a successful project outcome?

Nordson EFD is always customer focused. A successful project is inevitably the result of keeping our customers at the front of our mind. And, as we’ve been saying throughout this piece, the best outcomes are the result of communication, communication, communication. 

*Images courtesy of Nordson EFD. Lead image: Nordson EFD designs and manufactures precision fluid dispensing systems for benchtop and automated assembly lines.

For information: 

Nordson EFD 

Assembly Challenges

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