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ANNEXURE - 1

“MERUS Oil & Gas Ltd – Water Treatment”

PROJECT REPORT

Submitted in partial fulfilment of the requirements for the award of the

INTERNATIONAL MBA IN SPECIALIZATION IN „Project Management‟

By

“Heena Jaisinghani”

“ULSU/MBA/IE/OCT13/16619”

Under the guidance of

“MENTOR/ GUIDE NAME WITH QUALIFICATION”

JARO EDUCATION

MUMBAI

“Month & Year”

March 2014

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ANNEXURE -2

DECLARATION

I, Heena Jaisinghani hereby declare that this project report titled “MERUS Oil & Gas Ltd- Water Treatment” submitted in partial fulfillment of the requirement for the “International Executive MBA in Project Management” is my original work and it has not formed the basis for the award of any other degree.

H.R. Jaisinghani (Signature of the Student)

Heena Jaisinghani

Student Name

Place: Mumbai

Date: 31st March 2014

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Table of contents

Initiating

Planning & Executing

Monitoring & Controlling

Closing the Project & Applying Professional Responsibility

Industrial Profile

Company Profile

Need for Study

Literature Survey

Objectives of Study

Research Methodology

Analysis

Conclusion or Recommendations

Bibliography

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Initiating

Fitness clubs got lately part of the daily live of a lot of people. In all these facilities

water is needed, for the showers, the steam bath or sauna and in the pool. Next to

the problem of the scaling of the machines and pipes, the microbiological quality of

the water is a big issue in such clubs.

Merus has done trails in some of the clubs of FitnessFirst, first in England, later also

in Netherlands, France, Belgium and Luxembourg. After seeing the results in the

calorifier or the steam generator, the management of these clubs decided to equip all

the clubs in their country with Merus.

Today more than 250 FitnessFirst Clubs are equipped with Merus rings.

MERUS solutions and applications:

Corrosion: - Covers different kind of corrosion solved by MERUS.

Lime scale: - Covers next to Calcium also other salts solved in water.

Biology: - Covers all the organic problems from Algae, Bacteria, Biofilm or

Marine Growth.

Hydro Carbon: - Is the latest and fastest growing part of the MERUS group.

Machine Specific Application: - Several machines-specific problems are

described in detail.

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Planning & Executing

Water treatment against Corrosion

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Today water is in the industry still mostly transported in metallic pipes or systems.

The simpler the iron or the carbon steel pipe the greater is the risk of corrosion. The

definition of corrosion is an (unwanted) reaction of materials with substances present

in their environment. In the case of iron this reaction becomes visible for instance

when rust forms. The reasons for this corrosion are diverse and are covered very

extensively in the pertinent literature; we won't go into that any further in this place.

MERUS yields safe and reproducible results where the less complicated reasons for

corrosion between water and iron are on hand. These simple reasons are either

stagnating water or water which is poor in minerals or unsaturated. A good example

of unsaturated water is feed water to hot water boilers or steamboilers, where the

problem of corrosion in very often found. Even pitting is reduced in a lot of cases.

Corrosion due to galvanic couples, alkaline or acescent fluids is at least moderated

by MERUS in most cases and it can even be stopped completely when certain

favorable combinations are on hand. But such complicated applications require

thorough technical scrutiny, we are glad to answer your questions via email. MERUS

perceives corrosion in pipes and machines as the most pressing problem of our

customers worldwide. Damages caused by corrosion are the main reason for

expensive emergency shut downs or replacement investments.

Latest results from the field show for instance a reduction of the corrosion

rates (MPY), even in oil pipe lines, by more than 10 times.

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Lime scale water treatment

Lime or other salts are found in almost every water in their dissolved forms, in

common language lime scale is responsible for hard water. Depending on the

amount of lime / calcium carbonate, the dissolved carbonic acid and on the

temperature of the water the minerals precipitate and start to crystallize. In other

words it deposits on surface areas. In homes this is simply annoying in most cases,

but this phenomenon can cause substantial problems for technical applications. The

deposits reduce heat transfer in heat exchangers and lower the efficiency of the

heating installation/cooling system quite significantly.

Increasing pressure losses and decreasing flow rates are other symptoms

associated with the same problem. In many cases the water is processed chemically

in order to avoid such deposits. But often, particularly if great water quantities or very

bad water are concerned, this proves to be either technically or economically

impossible.Treating lime scale in several thousands of industrial installations prove

how successful and reliable MERUS Rings were applied to stabilize lime and avoid

the build of lime scale in pipes or machines. Experiences with water temperatures

above 150°C in pressure lines or water hardness far beyond 50° dH show how

powerful MERUS Rings are. After having started to use MERUS, many customers

don't have to use the bigger part of the chemical products used before anymore at

all. Examples would be a commercial dishwasher working without salt or big cooling

loops, which now have to be cleaned only once a year instead of every six weeks.

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Water treatment - biological water pollution

When talking about microbiological pollution of water, a distinction needs to be

drawn between drinking water and technical water.

In Europe drinking water which is supplied by public providers usually adheres to the

legal limit values for microbiological pollution meaning it is virtually free of

microbiological pollution. But in huge and complex systems it can happen, that

bacteria like for example legionella are to be found which spread from areas with

little water flow. In the worst case these legionella can cause very dangerous

diseases. Hence health are instructed to monitor this pollution in public buildings and

to mandate measures against it if necessary

Biofilm, biofouling and growth of algae can occur in technical water, especially in

open cooling systems. Microorganisms spawn in water and form a so-called biofilm

on pipes and machines. This film affects heat transfer or may even clog entire

systems. Most of the time chemical additives have little success in solving this

problem or cost an awful lot of money.

Merus is used in a lot of projects fighting algae in cooling system and the from these

algae often caused biofilm. Thus projects involving biofilm in cooling systems, growth

of algae in fountains and cooling towers or legionella in drinking water installations

have been completed successfully. Most of the time such projects are long-winded, it

often takes a year or more until a system is freed from such growth entirely. These

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applications are very complex and sensitive; they need extremely accurate planning

and implementation. In most of the cases chemical treatment fighting bio growth was

not needed anymore. Which is leading to big savings in rather short time. Customer

tell the ROI is normally less than 3 month. We are glad to provide results.

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Monitoring & Controlling

Hydro Carbon Treatment by Merus Ring

The liquid called crude produced from an oilwell, is in most cases a mixture of hydro

carbons (Oil and Gas) and water. Succesfully treating this water in the crude oil have

been the first steps of MERUS in the Oil & Gas.

Untreated crude oil is often not only very aggressive, but it also partially contains

great quantities of paraffin wax and other impurities. These ingredients behave in oil

lines similar to that of lime in water. It precipitates, deposits and then has to be

removed either chemically or thermally. MERUS has the ability to increase the

solubility of paraffin wax in the oil. That way the maintenance intervals of oil-

conveying lines can be extended, the shut down periods get less resulting in an

increase of the production.

Furthermore crude oil often contains aggressive substances or organics that corrode

pipes and metals. MERUS is able to moderate and sometimes even stop this

corrosion. However, different sources of crude oil contain very different ingredients

and the technical details need in-depth clarification before a statement regarding the

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chances of success can be made.

Separation of Gas, Oil and Water, treating emulsion, treating produced water,

treating the build up of paraffin wax, reduce or stop the fouling in trunk- and flow-

lines and many more solutions MERUShas to offer.

To serve the Oil and Gas industry even better, MERUS has established a new

company MERUS Oil & Gas Ltd. specifically dedicated to this industry.

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Closing the Project & Applying Professional Responsibility

Specific application are mentioned below

Water is used in a lot of different applications, using different materials and different

kind of water.

Here we describe these applications, and give a more detailed description of these.

In general

Limescale Prevention - Hard water

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Calcium carbonate (CaCO3) or commonly also called lime scale or just hard water,

occurs in dissolved form in virtually all types of water. Depending on region and

origin of the water, there is very soft water with virtually no calcium carbonate

through to very hard water with hardness values up to over 100 °dH(German

Hardness*).

This calcium carbonate is precipitated, dependent on hardness and temperature,

and is deposited in pipes, machines and on surfaces. Over the course of time, such

deposits may build up more and more, thus leading to pipe blockages, machine

malfunctions and thick scale encrustations which greatly impair heat transfer for

instance. 1 mm of scale on a heat transfer surface is reducing the heat transfer app.

by 14% compared to a clean surface without any scale.

The picture to the left shows a pipe full of scale formed by Calcium Carbonate and

other salts solved in the water.

* 1° dH = 10mg/litre CaO or 17,85 mg/litre CaCO

The Merus Rings are lessening such problems with hard water dramatic. It is proofed

in 1000nds of machines, the calcium carbonate or other soluble salts, are kept

solved in the water, and there is far less or no forming of scale on the inner surfaces.

This is true for applications in drinking water and also in industrial applications.

Nowadays Merus is even treating lime slurry plants, which are used by water

suppliers to stabilize the pH-value of drinking water. Or there are applications, where

waste water is concentrated up to concentrations of well above 100,000 TDS without

forming any scale in the heat exchangers used in the system.

In industrial applications

Industrial Water Treatment

In the industry water is used not only in the production itself, but in most cases in the

utilities, means to cool or to heat processes, to get rid of surplus heat, or heat up a

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process for instance by using steam. As not all water sources are supplying water in

a quality which can be used direct in an industrial application, the water has to be

treated in various ways in order to reach the set quality requirements for the different

applications where it will be used later in the process.

The industrial water treatment, start with purification steps, such as filters to get rid of

the solids in the water, and then most common today in the industry chemicals are

used to treat also the solved materials in the water. There is a long list of different

kind of chemicals which can be used for such water treatment. And in most cases

not just one kind of chemical is used, but a cocktail of different chemicals is used.

When using Merus Industrial Water Treatment, it has shown, either the usage of the

chemicals is optimized a lot or in some cases there is no need of any chemical water

treatment anymore. In both cases there are big savings. Not only the cost of the

chemicals itself, but also the logistics around dosing of chemicals, such as

purchasing, transporting, storing and servicing the dosing equipment. Further to use

less chemicals in the water will benefit the environment.

At several customer sites, Merus has taken control of the entire water system, is

managing, monitoring and controlling the industrial water treatment and is

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responsible for the performance of the machines and equipment which is supplied by

the water.

Experience shows, the achieved results are not only in a lot of cases better then

before when using Merus Rings, very often the prices for using Merus Ring are far

lower then the previous methods used. Depending on the application, the water

quality the ROI of the investment in Merus Rings is in between 3 to 24 month.

In commercial applications

Water treatment in commercial applications

To the commercial applications, we count all kind of bigger buildings, such as hotels,

hospitals, apartment buildings, offices, shopping malls, workshops, etc. The

problems are more or less the same as in the residential applications, just on a

bigger scale.

Of course you will find a lot more technical applications also. Number one are HVAC

systems including the cooling towers used, which are in most modern office buildings

or hotels and hospitals installed. But also steam production, spas with swimming

pools are very common.

Next to scale and corrosion, the microbiological aspects are getting more and more

attention. As there are strict laws about the microbiological water quality, biofouling

or micro organism in the water are in the focus of the operator or owner of such

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buildings.

Such installations are mostly rather complicated and several Merus Rings have to be

used to solve the problems. Merus has equipped hospitals with more than 1000

beds, apartment buildings with 30 floors, shopping malls with hundreds of shops and

very large office buildings.

In residential applications

Water treatment in residential applications

Residential applications, like treating water problems in family homes, are the roots

of the Merus business. Merus started locally in the south west of Germany, and

never thought of doing business world wide. Water is plenty in Germany and the

water supply is done by either the city or the county. Not as it is in other parts of the

world where one or two multinational companies supply the water for the whole

country.

A lot of different sources of water are used to produce drinking water. We find all

kind, such as bore well water, surface water coming either from lakes or rivers. In

Germany we can find water which is very soft to water with a high hardness, which

has to be treated or will cause technical problems in the pipe network of a house.

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You can find in Germany a lot of older houses, with pipe installations sometimes 100

years and older. Until today a lot of galvanized steel is used for the drinking water.

There of course you will find rust, corrosion and scale problems. Normally the major

worries of the owner of a house is to protect his investment in the piping network and

avoid repair or even replacement.

This Merus is doing this domestic applications still today and generate a lot of leads

for commercials or industrial applications, as satisfied home owners take the Merus

ring to their work.

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Industrial Profile

Merus Ring – Green and sustainable water treatment since 1996.

The MERUS Ring – water treatment to fight scaling, corrosion, fouling and

biofilm in cooling loops and heat exchangers.

MERUS is dedicated in solving technical problems arising in the usage of water. This

includes not only the treatment of drinking water, but also the treatment of all types

of water used in the industrial sector today.

The MERUS Rings are charged with different patterns of oscillations, each of which

are targeted at solving specific problems. These solutions include the

reduction/prevention of Scale deposition, reduction of Corrosion and reduction of

fouling caused by Biofilm. The chemistry of the water itself is not changed by

MERUS Rings; hence we coin the term “conditioning” of the water.

In addition to the solutions for the above mentioned problems, the MERUS Company

also offers support and engineering services to the Industrial Sector. This becomes

essential, if the applications are extreme and complex installations, such as in a

complete Cooling System, including Cooling Towers, the piping itself and the

Heat Exchangers. A Desalination Plant, or the Condenser of a power plant, etc.

The Engineering services offered by the MERUS Company are not limited to just

turn-key projects for treating the problems of scaling, corrosion or bioflim, but also

include assisting the Industrial Sector to reach the broader objective which is to

optimize their system in aspects pertaining to water and energy consumption. The

usages of additive chemical inhibitors are adjusted during this process, depending

on the application and the raw water, resulting into our customers reporting drastic

savings in terms of chemical inhibitors and energy requirement. The achieved results

are constantly monitored and reported either by MERUS Engineers or this task is

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jointly undertaken with our customers

Company Profile

Watertreatment Applications by Merus Ring

Since 1996 when starting MERUS Rings have solved innumerable problems in

water-bearing installations and systems. Since establishing MERUS Oil & Gas

Company in 2007, MERUS Rings have also been implicated in the treatment of

problems specific to hydrocarbons.

The oscillation patterns (software), we have developed alter the physical properties

of the substances contained in the water. The chemical composition of the

water/liquid remains unchanged. Negative technical effects caused by water are

diminished significantly or eliminated by MERUS.

MERUS modifies water to the effect that the solubility of all soluble ingredients in the

water is increased so lime and other salts do not crystallize like they would normally;

oxygen does not react with iron to rust. MERUS induces an aquatic environment

where this elements remain dissolved in the water and are flushed out of the system

with the water.

Below is a list of the most common and basic problems in water bearing systems.

Historically, we are confronted with these fundamental and industrial problems

worldwide in a very similar manner. The applications of MERUS that follow are

reproduced and sustained by MERUS Rings. In several thousand companies that

have successfully integrated MERUS solutions, the results are measured or

recorded periodically. In many cases the installations are operating free of any

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malfunctions already for years. In heat exchangers, cooling towers or cooling

systems, the MERUS Rings solve scaling or corrosion always in the same manner.

MERUS provides engineering solutions and services to improve

EFFICIENCY of processes and operations in the Oil and Gas Industry.

Here we improve processes, both in onshore and offshore facilities,

starting from

Upstream:

Midstream:

Downstream:

the wells, flow lines, gathering station, separation

plants

trunk lines, Crude Oil Terminals

the refineries and the petrochemical industry

The achieved results lead to less or no corrosion, seldom mechanical

or automated cleaning cycles, increased efficiency with use of chemical Inhibitors,

such as demulsifier, deoiler, PPD, etc.

Our existing customers announce that MERUS is able to save them in between 5% -

30% of their cost of operation.

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Need for Study

Merus has succeeded in measuring and storing the molecular oscillations of for

instance rust and lime. Starting from these natural oscillations Merus develops new

active oscillations. The active oscillations are stored on a carrier material, which is

capable of constantly emitting these oscillations into the water. This occurs without

any external energy addition, only energy supplied by environmental warmth is used.

The water accepts / absorbs these oscillations and spreads them in the direction of

its flow. The oscillations spread through the entire succeeding water column faster

than the actual flow velocity of the water. That's the reason why this method also

works well in lines of piping which are seldom or never used. In the water the active

oscillations interfere with the natural oscillations and alter the characteristics of

substances.

The result: The physical properties of substances contained in water (or other

liquids) are modified. For example in the case of rust oxygen no longer recognizes

trivalent iron as such and hence no new rust is formed.

The table below shows areas of application where Merus can solve problems

before and after they occur.

To view specific case studies click on the corresponding "CS Buttons" in the table.

You must be logged in to gain access to the case studies.

If you don't have an account yet,

you can get one free of charge with a few simple steps here.

To get detailed information about the various problem types and areas of application,

click on the problem descriptions or application areas (no login required).

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Application areas

Problem description wells trunk & flow lines treatment plants refineries

scale

corrosion

waxing/paraffin

fouling

separation

emulsion

effluent treatment

sludge

pour point

viscosity

cooling water

sea water

To learn more about the w0rking principle, please see

www.merusonline.com/function

The cross-table above is giving an overview of both, the field of operation in the oil

and gas industry and the problems Merus has identified, where Merus is able to

improve the process involved.

We have splitted the operations in four parts. Which you will find on top of the table

as headlines. The headlines are linked to a following page, where the field of

operation is described in detail.

First upstream or the wells, which include oil and gas wells offshore and onshore,

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self flowing and pumped wells and wells operated by using a gaslift.

Second is midstream as it is called, the trunk- and flowlines, which is covering all the

transprot lines, where either crude, gas or water is transported. Here we are talking

about rather small lines connecting the wells with Gathering Stations or Treatment

Plants but as well big pipe lines, which connect gathering stations with Crude Oil

Terminals, tank farms or other treatment plants.

Third is midstream as well, which are the treatment-plants including FPSO, where

the crude is improved or treated, by the means of separation of crude, gas and

water, desalting the crude, stabilisation of the crude, etc.

Forth is downstream covering the refineries or petro chemical industries, where the

crude is heated to win new products from the crude.

In the first row of the cross-table we describe the most common problems during the

operation in the oil and gas industry, where Merus can help to improve these which

leads to less costs and maintenance. Each problem is linked to another page where

the problem is described in detail, the expected improvements in the processes as

well the possible financial gains which might be achieved when using Merus in this

problem.

There are the classical problems faced in almost all pipes, as the scaling caused by

minerals contained in the hydro carbon. A big topic is the corrosion, which is

identified as one of the biggest risk to the assets of the industry, including all the

though problems such as H2S corrosion, CO2 corrosion and SRB corrosion. The

fouling which occurs in all processes in the hydro carbon.

We talk about waxing or problems caused by paraffin wax in the hydro carbon, both

in the wells and the flow-, trunk- and pipe lines. The separation of oil gas and water,

including the treatment of the emulsion and the effluent water each have its own

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pages. Here the highest possible savings can be achieved and are obvious to see.

The treatment of sludge in the hydro carbon or the pour point of the crude as well as

the viscosity are more specific problems, which are depending on the quality of the

hydro carbon, and do not occur in all type of crude.

Finally we are talking about water used as cooling water and seawater which is often

used for cooling purposes offshore or in place near by the sea.

In the heart of the cross-table you will find buttons, which show if there is a case

study available CS, a button ND where Merus thinks it will improve the process, but

where either there is no case study available or Merus is not allowed to publish the

data. And there is a button called NA, where the problem dont occur in this kind of

application.

Please click on the CS button and if you have got access to this restricted part of the

web page, the related case study will open. If you dont have access, just fill in the

request form and if you are working for a oil company or a supplier for this industry,

you will get automatically a password send by Email. We can only grant access to

company email accounts, so please use your company account in order to avoid

needless delays.

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Literature Study

Merus - the water conditioner company

or “Prevention is better than cure!”

Focused on this very basic fundamental idea in the early 1990’s, the MERUS

Company has engineered the marvel “The MERUS Ring”. Our grass route idea was

of treating water and other liquids in a way which would reduce or in many cases

even eliminate the negative side effects arising out of technical parameters

governing the operations of manufacturing or processing industries. Our approach is

supported by our strong hold and uniqueness in developing liquid borne “oscillations”

with which the liquid not only turns equipment friendly, but also helps in maintaining

technical parameters to a much farther extent in comparison to conventional water or

liquid treatment methods which only fight the symptoms of the problems of rust,

corrosion, scaling, fouling or other micro biological elements. Using this approach,

The MERUS Company has an upper hand in the market by avoiding the problems

even before they arise.

After rigorous tests and field trials, our first office MERUS GmbH in Sindelfingen,

Germany was incorporated 1996.

Our first sets of applications when the company was young were centred for

domestic use. These included private homes and office buildings, villas, swimming

pools, household equipments etc. The success in our first set of applications

motivated us to develop even stronger “oscillations” with which we are able to cater

to the heavy industrial sector today. Our predominant applications today revolve

around power plants, desalination plants, metals and mining industries, refineries

and other oil/gas processing industries, shipping industry, fertilizer and agriculture

industries; and several other sector companies that use water for their operations

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and processing equipments.

With sustainable results and rapid recognition arising out of the high success ratio

with our customers, we started exporting out of Europe in the year 2000. With a

competent network of dealers supported by our regional offices around the globe

today have made the presence of Merus Rings possible in all the industrialized

countries of the world. The MERUS Company has also established its subsidiary

companies and engineering centres in Singapore, Mumbai and Abu Dhabi. Overall

business includes an export share of 90% with more than 15,000 successful

installations in the 5 industrialised continents of the world.

Driven by the demand in the market and by our customers, The MERUS Company

and its affiliates have now also grown to a solutions provider. By doing so Merus

Engineers take control of entire water systems, delivering not just the MERUS Rings

to inhibit the technical problems, but also conduct regular monitoring at customer

sites, by delivering regular troubleshooting and reporting as per operating

procedures mutually agreed with our customers. For water and process

management of scale at our bigger clientele, MERUS Engineers are trained and

stationed at the customer facility for efficient and effective water treatment and

conservation with daily reports and recommendations submitted to our customer

management.

The vision at the MERUS Company to see an Eco-friendly “MERUS Ring” in all

possible sectors of the world economies motivates its R&D to develop ecologically

high-tech products which would improve systems and processes like never seen

before. Our product line and range has seen constant additions penetrating in new

markets and branches of applications. Our crystal clear dialogue with our existing

and new customers has indeed supported our continuous growth seen in past years

and thus shall continue to strengthen our position in the years to come.

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Today we are very proud to announce:

Merus Rings - the #1 Non-Chemical Industrial Water Treatment Technology

Worldwide

Latest news

Here,

Saudi Aramco will have an internal technology forum at Ras Tanura.

This will be held from 15th until 18th of October 2012.

Merus will already be the second time participating and giving

a presentation about the latest activities of Merus.

Both if it comes to Oil&Gas and Water applications.

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As already done in the last year, Merus has decided to donate to Unicef.

Instead of shipping gifts around the world to our customers, we will instead

donate Unicef, to help children in need.

Merus is supplying so called downhole tools (DHT) to be installed directly in the well.

These DHTs are to prevent fouling, sclaing, wax foramtion in the well itself. Now

there are

a couple of new sizes available in order to meet the demand from the market.

Available sizes are now 2 7/8", 3 1/2", 6".

Other sizes upon request

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Objective of study

Water as well as water treatment is subject to external conditions. Chemical

ingredients, the pipe material itself and the often underestimated external electrical

fields, have an influence on the water and on the Merus devices. These ambient

influences are the reason why Merus can not fulfil the expected results in all cases.

Devices installed by Merus or by a qualified local dealer, meet in more than 95% of

all installation the expectations of the customers.

In order to ensure that your requirements are met, Merus offers special conditions for

evaluation periods. The rules migth differ from country to country, please contact us

or the local agent next to you, to get details , get an idea about the price of a Merus

Ring Solution or discuss your needs.

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Research Methodology

The research process is similar to undertaking a journey.

Steps in Research Process:

Formulating the Research Problem

Extensive Literature Review

Developing the objectives

Preparing the Research Design including Sample Design

Collecting the Data

Analysis of Data

Generalisation and Interpretation

For all of the above had use of Internet

Analysis

The solutions Merus provides are different from customer to customer, from trails for

single applications to long term contracts, where several problems are targeted. The

applications reach from oil wells all the way downstream to refineries, where both the

hydro carbon as well as the cooling water is treated.

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Conclusion or Recommendations

What we have brought to you with this issue, is our broadened scope of applications,

where MERUS has been able to provide sustainable "solutions" to some of the key

problems in their respective fields. MERUS is well known in the industry for

continually taking up and accepting challenges, especially the ones where also the

environment is on the receiving end. MERUS has under its umbrella of engineering

today solutions to water conservation, basic water treatment, hydrocarbon treatment,

energy conservation, process efficiency and several other issues, which are dealt

with more ease and all of this without changing the chemistry of the liquid - Just by

the MERUS RING.

Bibliography

All the above shows Total Quality Management

Product development in a TQM environment is customer-driven and focused on

quality. Teams are process-oriented, and interact with their internal customers to

deliver the required results. Management’s focus is on controlling the overall

process, and rewarding teamwork.

TQM is the foundation for activities which include

Meeting Customer Requirements Improvement Teams

Reducing Development Cycle Times

Reducing Product and Service Costs

Just In Time/Demand Flow Manufacturing

Improving Administrative Systems Training