Rosenbauer - Service Platform · Area CEEU Area NISA Area MENA Area APAC Area NOMA Leadership...
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Rosenbauer Service Design & Innovation Copenhagen, October 7 2016
Transcript of Rosenbauer - Service Platform · Area CEEU Area NISA Area MENA Area APAC Area NOMA Leadership...
Rosenbauer Service Design & Innovation Copenhagen, October 7 2016
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Rosenbauer
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Company profile
Leading manufacturer of firefighting vehicles in the fire protection and civil
defense sector Full-liner – covering any needs of the fire services
World’s largest exporter of fire fighting vehicles
Largest sales and service organization in the fire industry
Production according to DIN and NFPA (US) standards with production facilities in Europe, North
America and Asia
Industry leader in technology and innovation
Founded in 1866
Rosenbauer Group in 2015
Revenue 865.4 € million
EBIT 50.6 € million
Headcount 3,086 employees
Europe 34%
NAFTA 22%
Asia/ Ozeania
11%
Arab world 27%
Rest of the world
6%
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Firefighting vehicle market
Worldwide volume € 3,653 million p.a. and 21,500 vehicles p. a.
Most purchasers are public sector clients
Rosenbauer is worldwide the No. 1
Worldwide market share 19%
World sales share of Top 10 companies is appr. 77%
*since 11/2013: owner CIMC / China
Source: Latest annual financial statements / Rosenbauer estimates /UNO statistics 2014 (as of April 2016)
0 100 200 300 400 500 600 700 800 900
GIMAEX Group / France (2015)
KME / USA (2011)
Ziegler Group / Germany* (2014)
E-One / USA (2014)
Spartan / USA (2015)
Iturri Gruppe / Spain (2013/14)
Magirus Group / Deutschland (2014)
Morita Corp / Japan (2014/15)
Pierce Oshkosh / USA (2014/15)
Rosenbauer Group / Österreich (2015)
Ranking firefighting vehicle manufacturer (Revenues in € million)
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372.0
426.1
500.3
541.8
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49.7
41.6 38.6
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48.4 50.6
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2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
Revenues
EBIT
Group revenues and EBIT(in € million)
6.8% 7.7% 7.2% 8.3% 8.0% 5.4% EBIT margin 6.0% 5.7% 5.9% 5.8%
*) The 2014 figures for revenues, other expenses, incoming orders and order backlog were restated in accordance with IAS 8.
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Main Products
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Full-liner
Municipal Vehicles
50%
Industrial Vehicles
7%
ARFF Vehicles
11%
Aerials
11%
Fire & Safety
Equipment
8%
Preventive
Fire Protection
1%
Firefighting
Components
3%
Customer Service /
Others
9%
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A superlative water tanker
– the BUFFALO extreme
Large tanker with exceptional off-road qualities
For operations without a hydrant network or extinguishing water supply
(e.g. in deserts)
Outstanding driving characteristics in spite of a total weight of 68 t
3.5 m wide, 670 mm wide tires and 35° slope angle
33,000 l of water on board
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L32A-XS 2.0 and new rescue cage
Optimized articulated ladder and innovative safety design
with the lowest action radius, a robus aluminum podium
with full area LED lighting and a maxium load rescue
cage.
6.60 m action radius
500 kg cage payload without limitation in the
outreach
Removable multifuctional columns
Front side can be opened across ist full width
Heavy load strechters can be locked onto the
cage floor
Payload capacity for strechters up to 300 kg
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The new PANTHER
Fourth generation of the successful ARFF
Has defined the state-of-the-art for ARFFs over two
decades
Improved view of the operational scene
Reliable crew protection
Modern assistance systems for enhanced driving
safety
More payload space
User-optimized control panel
First ARFF with 750 hp Euro 6 engine
1,400 PANTHERs produced and delivered to around 90
countries
https://www.youtube.com/watch?v=8weVJBGDpHI
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Organization
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Areas
NOMA APAC
NISA
CEEU
MENA
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Matrix Organisation – Customer Service
Area CEEU Area NISA Area MENA Area APAC Area NOMA
Leadership Circle
Strategic Committee
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Global Product Division Customer Service
Area Manager
Area Manager
Area Manager
Area Manager
Area Manager
Area Manager
Area Manager
Area Manager
Area Manager
Area Manager
Global Product-
management
Executive Committee Executive
Board
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Fremont / NB
Singapore
Leonding / Austria
Traun / Austria
Neidling / Austria
Karlsruhe / Germany
Luckenwalde / Germany
Mogendorf & Gladbeck / Germany
Oberglatt / Switzerland
Madrid / Spain
Linares / Spain
Production facilities, sales and service
companies
Wyoming / MN
Rosenbauer America
Lyons / SD
Halfway House / South Africa
Brunei
Moscow / Russia
Production
Sales /Service
Radgona / Slovenia
Chambery / France
Riyadh / Saudi Arabia
Jeddah / Saudi Arabia
KAEC / Saudi Arabia (until 2016)
Holmfirth / UK
Rovereto / Italy
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Rosenbauer Plant 1 in Leonding
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Rosenbauer Plant 2 in Leonding
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Customer Service
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Service Sales in the Fields of…
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Why service? Service targets...
Fascination
Relevance
Values
Transformation
Customer
satisfaction
Image
Profit
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How to improve service?
Considering
current trends
Profit center
thinking
Service portfolio,
service packages
Competitors
Make use of mega-
& microtrends
Shared
responsibility
Individualised
services with
human touch
Inspiration by other
industries
Trans-
formation
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Firefighting Trendmap 3.0
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Developing New Service Activities
Blended learning
Simulators and driving4fire
Customised documentation & web
solutions
Individualised services & full service
packages
Spare parts webshop
Intelligent remote diagnostics
Service Partner Development
design4service
Warranty extension
Fleet Management
TCO - New Business Models
Mobility
Individualization
Silver Society
Gender Shift
Connectivity
Health
Safety
New Ecology
Knowledge Culture
Globalization
Urbanization
New Work
Migration
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Our main challenges…
Higher customer expectations (24/7, globalisation, urbanisation…)
Long product life cycles (15 – 30 years) vs. fast technological
developments (new ecology, connectivity)
Lower public budgets/investments (TCO, service vs. new trucks,
silver society)
Individual employee developments (new work, indvidualisation,
education, globalisation…)
Shorter learning periods and partly low skill levels vs. higher
complexity (migration, education,…)
Different legal situations and standards (globalisation, safety,
health,…)
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Service Design Example Simulators driving4fire
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February 6 2016, Scotland
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Simulator Training
Virtual Training of ermergency
response situations under real
driving conditions
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Why Simulators?
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Increase Training
Efficiency Reduce
Training Costs
Environmental
Friendly Risk-free
Training
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driving4fire
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Service Design Example CFT design4service
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The Man and his Machine
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IAA 2016 - MAN
Project Rio
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IAA 2016 - Daimler
Disadvantages for Fire Trucks:
Loss of pay load: - 1,700 kg!
Loss of lower compartment space!
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IAA 2016 – Magna & Kreisel Electric
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Prediction
„I think there is a world market
for maybe 5 computers.“
Thomas Watson, President of IBM, 1943
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CFT – Concept Fire Truck
Outstanding Ergonomics
Higher loading volume
Compact dimensions
Improved communication
Highest vehicle safety
Environmental friendly
Service involved in development from the beginning
Platform to experiment with service innovation
New Busines Model (TCO) = New Service Model
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Back to work!
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Homework done during the past 4 years
Competency matrix / LMS Spare parts pricing
Spare parts logistics
Implement Service Marketing & Sales Experts
Service Processes Expert
Improve Social Skills of Service Engineers
Service Partner Development Program
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Thank you for your attention!
Rosenbauer International
Paschingerstrasse 90
4060 Leonding, Austria
@mfxfm
