Committed to providing quality globally manufactured products

BY MARY JO MARTIN

Editorial director

Over its 25-year history, Star Pipe Products has earned the confidence of its wholesaler customers by being a reliable provider of fittings and accessories in the waterworks market across North America. From its roots selling municipal and construction castings to waterworks distributors in South Texas, Star Pipe expanded its sales nationwide. It also broadened its offerings to include Joint Restraint products and awwa Grooved products.  In 2006, Star opened its Plumbing Division to provide cast iron soil pipe products.

Today, Star Pipe supports more than 250 employees and 14 distribution locations in North America to serve its wholesale distributor customers. Its Houston headquarters is the home of Star Pipe’s r&d laboratory, engineering, purchasing, marketing, customer service and sales management departments.

Star Pipe is organized into four divisions:

• Waterworks Products
• Plant Services
• Municipal Castings
• Plumbing Products-Cast Iron Soil Pipe.

Star Pipe is a vertically integrated, iso 9001 global manufacturing company. The company has engineering offices in China and India, and has assembled an experienced team of Quality Control technicians and foundry engineers. In addition, Star Pipe has utilized joint ventures throughout the world to provide long-term stability to their global supply chain.

Recently, Star Pipe’s national director of their Plumbing Division, Jason O’Nan shared a candid interview with editorial director Mary Jo Martin

MJM: How does Star Pipe differentiate itself in the marketplace?

O’Nan: Star Pipe is acutely focused on continuously improving every segment of the supply chain. This allows us to provide the best comprehensive value to our customers. Secondly, Star Pipe is passionate about earning our opportunities.

MJM: Could you talk about the steps required to gear up to launch a major product like cast iron soil pipe across the country?

O’Nan: Two years ago, Star Pipe made the strategic decision to diversify our business, and as a result we founded the Star Plumbing Division.  In consulting with wholesale distributors across the country, there was an opportunity for a global cast iron soil pipe provider that focused on customer service.

Star Pipe was able to jumpstart this division by building off its 25 years of supply chain management experience, which spans across an already successful distribution network in North America. It took about two years to develop a complete soil pipe product line and obtain the third-party certification listings for the national standards for cast iron soil pipe products, including astm A888 & A74, and cispi 301 & 310 standards. 

To accomplish this, we pulled together an experienced team of 25 people from within the company that focused solely on the challenges of successfully launching our cast iron soil pipe product line nationwide. We also had a great deal of help and assistance from wholesale distributors, contractors, code authorities and engineers around the country.  Their combined words of encouragement and wisdom were crucial in the launch process.  We cannot thank them enough for their help. 

MJM: In terms of success, how would you describe the launch of the Plumbing Division?

O’Nan: It has exceeded our expectations. The industry has responded coast to coast that they value another viable option for cast iron soil pipe products. As a result of the extremely positive response by wholesalers, contractors, engineers and code authorities nationwide, Star Pipe has hired a dedicated, experienced customer service group for soil pipe products, three regional sales managers and signed up 17 of the industry’s most respected specification reps.

We have also stocked our Houston, Corona, Calif., Richmond, Va., Kansas City, Mo., and Orlando, Fla., distribution centers with our cast iron soil pipe products. This gives our customers access to our cast iron products anywhere in the country within a few days.

MJM: What types of electronic technologies do you employ?

O’Nan: Most recently, Star Pipe added rf (radio frequency) technology to improve its real-time inventory management system. Star Pipe also utilizes Electronic Data Interchange (edi) ordering for many of its customers. In addition, we have a strong presence online with an intuitive and well-organized website that assists with finding product information and keeping customers up-to-date with ongoing company news. All of these upgrades are examples of our commitment to improve the supply chain.

MJM: As an importer, how do you counter those who promote buying only American-made products?

O’Nan: We focus on meeting our customers’ requirements. Star Pipe is a U.S. company that is in the business of providing value. Currently, we can provide the best value to the industry by manufacturing in China and India. Our strategy relies not only on the quality of our product, but how it is delivered to your door. We believe it’s not where you make your product, but how well you make it and the level of service behind the product that really matters. Star Pipe goes to great effort to ensure the highest quality goes into manufacturing every Star Pipe product and we stand behind this level of commitment.

MJM: How do you monitor the quality process and operations of the factories that make your products?

O’Nan: Star Pipe monitors its quality process and operations through its iso certification. We continuously meet their requirements by having qc engineers (employed by Star Pipe) inspect products at both the foundry and distribution level. And because all of our foundries and factories are also iso 9001:2000 certified, third-party auditors (such as iapmo) are required to inspect our operations on a regular basis. Plus, Star Pipe has an annual Customer Satisfaction Survey that provides direct customer feedback to continually monitor our services where needed.

MJM: How do you go about initiating r&d efforts and communicating new product designs/ideas to the factories for implementation?

O’Nan: We get our best r&d ideas from asking our customers and encouraging their input on improving a product’s design, ease of installation, packaging, etc. Star Pipe designs all of our products at our Houston facility and then provides the foundries with cad drawings. All samples are tested at our state-of-the-art testing facilities, which also serve as approved sites for certification agencies like ul and fm.

Star Pipe’s team of Engineers in its corporate office in Houston are experienced with U.S. compliance requirements and have open and constant communications with our qc technicians and foundry engineers worldwide.

MJM: What goes into managing the logistics of importing products to ensure that you can meet customer orders in a timely manner?

O’Nan: An incredible amount of planning and measurement. We have a few distinct advantages in managing this complicated process. We own and operate the supply chain, from manufacturing to packaging to distribution. This allows us direct input on the whole process. Secondly, we have been in the global manufacturing business for over 25 years. We have hit and resolved most of the bumps in the road. We also developed our own inventory management software program, and this year we were able to accomplish a 97.6% fill rate. We have more than 1 million square feet (and growing) of storage capacity across North America that includes 42,000 bin locations. Our warehouses are strategically located and fully stocked to provide product to our customers on an immediate basis.

MJM: How important is your relationship with your wholesaler customers? 

O’Nan: It is critical to our success. We think of our wholesaler customers as our partners, and they rely on our ability to perform. It’s a relationship that is earned and not to be taken for granted.                   

For additional information, visit www.starpipeproducts.com or call Star Pipe Products’ Plumbing Division Customer Service at 877/909-7827.