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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