Exploring new technologies and ensuring customer satisfaction accompany Roland Steinlechner since 30 years at delfort. No wonder he understands exactly what is important to our customers and how to meet their needs!
Mr. Steinlechner, as Head of Quality Assurance & Laboratory at Papierfabrik Wattens, what’s a normal day for you?
Let me see. It’s usually pretty varied. I have numerous roles, the most important of which is ensuring long-term customer satisfaction. This usually involves holding quality-control meetings with our customers and constantly coordinating with our technical customer service department. A very important task is the evaluation and control of production quality. Additionally, I prepare GO & SEE meetings and team meetings.
Roland Steinlechner, Head of Quality Assurance & Laboratory at delfort
The paper mill in Wattens mainly produces high-performance papers for the tobacco industry. Are there unique quality requirements for these special papers?
Our customers expect only the very best. This not only includes physical and chemical specifications, but also the appearance and the processing quality of our papers.
In terms of purity, taste and performance, our customers’ businesses depend on us providing total consistency in terms of these three product characteristics. We have a very high reputation in the industry as a reliable, sustainability-responsible and quality-conscious producer and supplier.
In your eyes, what's the technology of the future?
Actual all of our customers in the tobacco industry are focusing on the so-called “heat not burn” technology. Supporting our clients we also have dedicated R&D resources to this topic and already managed to supply papers for this new market segment. This type of "smoking" is based on heating tobacco instead of burning it as with conventional cigarettes. This innovative type of smoking also requires even higher quality standards than normal cigarette paper. Beside the conventional cigarettes, this will be definitely a part for the future.
"creative collaboration" is our claim and our promise to clients. What does this mean for your daily business?
Creative collaboration is our secret to meet the demands of highly valued customers. So, it plays an important role not only between departments within our company, but also with external players such as materials’ suppliers. Thanks to an essential skill – namly “effective communication” - we ensure that our customers' requirements are constantly and consistently met.
Personally, I see my role in the company as a driving force behind the excellent customer service and the superior products that delfort is renowned for. The “creative” element of my role comes from exploring new technologies and assessing how they could be integrated within the company and, as important, whether they will improve efficiency and maintain, if not improve product quality.
Head of Quality Assurance & Laboratory
"Be open to change, be honest with yourself and others."