跨境采购之四：售后与技术支持层面的典型问题Cross-border Procurement Part 4: Typical Issues in After-sales and Technical Support

一 现场施工指导

由于耐火材料厂商对应的直接客户大多为炼钢厂， 水泥厂， 玻璃厂等， 不同行业之间有一定的技术壁垒。 为消除技术壁垒， 让耐火材料更好的发挥作用， 采购方通常选择1 有类似项目承包和施工经验的耐火材料厂家， 2 购入耐火材料之后， 请当地的有耐火材料施工经验的施工队伍进行施工。 

I. On-site Construction Guidance

Since refractory material manufacturers' direct customers are mostly steel mills, cement plants, glass factories, etc., there are certain technical barriers between different industries. To eliminate these technical barriers and allow refractory materials to perform their functions better, the purchaser typically selects: 1. refractory material manufacturers with experience in similar project contracting and construction; 2. after purchasing the refractory materials, hires a local construction team with experience in refractory material construction for installation.

下面根据以上两种施工方案举例说明：

模式一：一体化解决方案（厂家全包）
典型场景：大型钢铁企业高炉大修
案例背景：
国内某千万吨级钢铁集团计划对其2500m³高炉进行中修，需要更换炉缸、炉腹、炉腰和炉身下部的耐火材料。集团招标时明确要求投标方必须具备高炉整体承包施工资质和类似业绩。
中标方：国内耐火材料龙头企业A
优势体现：
一站式服务：企业A不仅提供了全套镁碳砖、刚玉砖和不定型耐火材料，还自带专业施工团队完成从拆除旧衬、清理炉壳到砌筑新衬的全流程作业。
技术保障：凭借其在全国数百座高炉的施工经验，针对该高炉的特殊工况优化了砌筑方案，采用无水压入技术，确保了炉衬的整体稳定性。
责任清晰：合同约定了24个月的质量保证期，期间若出现任何砌筑质量问题，企业A全权负责整改。
最终成果：
施工周期比计划缩短10天，炉役寿命达到设计要求的10年以上，为企业节省了至少2000万元的潜在停产损失。

The following examples illustrate the two construction schemes described above:

Scheme 1: Integrated Solution (Manufacturer-Side Package)
Typical Scenario: Major Overhaul of a Blast Furnace in a Large Steel Enterprise
Case Background: A domestic steel group with a capacity of tens of millions of tons plans to overhaul its 2500m³ blast furnace, requiring the replacement of refractory materials in the hearth, belly, waist, and lower part of the furnace body. The group's bidding process explicitly required bidders to possess qualifications for overall blast furnace contracting and similar experience.

Winning Bidder: Leading Domestic Refractory Material Company A
Advantages:
One-Stop Service: Company A not only provides a complete set of magnesia-carbon bricks, corundum bricks, and monolithic refractories, but also brings its own professional construction team to complete the entire process from removing the old lining and cleaning the furnace shell to laying the new lining.

Technical Guarantee: Leveraging its experience in constructing hundreds of blast furnaces nationwide, Company A optimized the lining scheme for the specific operating conditions of this blast furnace, employing waterless pressure-injection technology to ensure the overall stability of the furnace lining.

Clear Responsibility: The contract stipulates a 24-month quality guarantee period. During this period, Company A is fully responsible for rectifying any lining quality issues.

Final results: The construction period was shortened by 10 days compared to the plan, the furnace service life reached the design requirement of more than 10 years, and the company saved at least 20 million yuan in potential production stoppage losses.

适用场景：
适用于技术要求高、施工难度大的大型工业窑炉项目，业主方更看重整体质量把控和单一责任主体。
模式二：材料采购+第三方施工
典型场景：玻璃窑炉冷修
案例背景：
某浮法玻璃生产线因窑龄到期需要进行冷修，企业决定自行采购耐火材料，再通过公开招标选择施工队伍。
执行过程：
材料采购：企业从三家不同厂家分别采购了硅砖、电熔锆刚玉砖和不定型耐火材料，通过比价降低了采购成本约15%。
施工招标：选择了当地一家有玻璃窑炉施工经验的队伍，以固定总价方式签订施工合同。
风险与挑战：
协调难度：施工过程中出现了材料供应不及时、厂家技术指导不到位等问题，导致施工进度延误了7天。
责任界定模糊：投产后发现小炉部位出现局部侵蚀过快问题，材料厂家和施工方互相推诿责任，最终通过第三方检测才确定是施工时的砌筑缝隙超标所致。
成本超支：虽然采购成本降低了，但后期整改和维护费用增加了约8%。
适用场景：
适用于技术成熟、标准化程度高的中小型项目，业主方具备较强的现场管理和协调能力。

Applicable Scenarios: Suitable for large-scale industrial kiln projects with high technical requirements and complex construction, where the owner prioritizes overall quality control and a single responsible entity.

Model Two: Material Procurement + Third-Party Construction

Typical Scenario: Cold Repair of Glass Kilns

Case Background: A float glass production line needed cold repair due to the kiln reaching the end of its service life. The company decided to procure refractory materials itself and then select a construction team through open bidding.

Execution Process:
Material Procurement: The company purchased silica bricks, fused zirconia-corundum bricks, and unshaped refractory materials from three different manufacturers, reducing procurement costs by approximately 15% through price comparison.

Construction Bidding: A local team with experience in glass kiln construction was selected, and a fixed-price construction contract was signed.

Risks and Challenges:
Coordination Difficulty: Problems such as untimely material supply and inadequate technical guidance from manufacturers occurred during construction, causing a 7-day delay in the construction schedule.

Unclear Responsibility Definition: After commissioning, it was discovered that the small furnace area exhibited excessively rapid localized erosion. The material manufacturer and the construction company shifted responsibility to each other, and only through third-party testing was it determined that the problem was caused by excessive gaps in the masonry joints during construction.

Cost Overrun: Although procurement costs were reduced, subsequent rectification and maintenance costs increased by approximately 8%.

Applicable Scenarios: Suitable for small to medium-sized projects with mature technology and a high degree of standardization, where the owner possesses strong on-site management and coordination capabilities.

二：对于售后质量问题， 采购方可按照以下的处理方式参考。耐火材料境外质量响应的战略洞察与行动框架

一、战略定位：从被动应对到主动构建信任
首先需要明确，境外质量响应的本质不是“救火”，而是品牌信任的修复与强化。必须将其视为提升国际市场竞争力的战略机遇，而非单纯的成本中心。
二、分级响应流程：精准匹配问题严重程度
我将问题分为四个等级，对应不同的响应策略：

II. Regarding after-sales quality issues, the purchasing party can refer to the following handling methods. Strategic Insights and Action Framework for Overseas Quality Response in Refractory Materials

I. Strategic Positioning: From Passive Response to Proactive Trust Building

First, it needs to be clear that the essence of overseas quality response is not "firefighting," but rather the repair and strengthening of brand trust. It must be viewed as a strategic opportunity to enhance international market competitiveness, not simply a cost center.

II. Tiered Response Process: Precisely Matching Problem Severity

I categorize problems into four levels, corresponding to different response strategies: