The Service Consultants „Service 2020“ · IMPULS Management Consulting is pioneer and market...

„Service 2020“

The Service Consultants

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IMPULS Management Consulting

„Service 2020“

IMPULS Management Consulting- The Service Consultants -

Kirchplatz 5a 82049 Pullach

Tel: 089 - 388899-30; Fax: 089 - 388899-31

Internet: Impuls-consulting.de

E-Mail: [email protected]

Speech by Matthias Mahnel, Managing Director of IMPULS Management Consulting,

on the occasion of PACKAGING VALLEY DAYS 2013, 10th of April, 2013

„Service 2020“




1. Introduction of IMPULS Management Consulting

2. The importance of after sales service in the engineering industry

3. Service demands and solutions 2020

Agenda of the speech „Service 2020“

Agenda

„Service 2020“




IMPULS Management Consulting is pioneer and marketleader in service consulting in the engineering industry

Consulting emphasis

� Founded 1995 in Munich, Germany

� Located in: Pullach/ Munich, Germany

� Pioneer und market leader in strategic service consulting in the engineering industry

� More than 200 successfully completed service projects

Market position

Consultants

Foundation

� 15 service professionals as experienced senior consultants

...as well as a network of many service partners,

e.g. universities, industry associations and research institutes

� Analysis, conception and realization of:

• Service growth strategies

• Goal orientation of service market development

• Acceleration of service core processes

• Optimization of service organizations

IMPULS – The Service Consultants

„Service 2020“




The demand for packaging machinery is internationally growing…(demand according to regions)

~30%

~35%

~20%

Share of world market

Europe

~10 %

~5%

Source IMPULS Research,VDMA,

Demand for packaging machinery

World market for packaging machinery 2007- 2012

Asia Pacific

region

Africa and

rest of Asia

NAFTA

Latin America*

„Service 2020“




Packaged

Food

Beverages20%

Pharmaceuticals, household care

products

20%

Others (incl. tabacco, building

materials, industrial packaging, etc.)

20%

Source: IMPULS Research /VDMA

…and can be divided in four main areas that require excellent customer support (demand according to packaged products)

Demand for packaging machinery

World market for packaging machinery 2007- 2012

„Service 2020“




Customer demands and requirements for professional after sales service are increasing worldwide

� Increasing demand on machine uptime and efficiency

� Increasing demand on throughput out the door

� Increasing pressure on total lifecycle costs (production and maintenance)

� Increasing demand on local services - but with a global approach

� Increasing transparency and professionalism for all service issues

� Know-how loss regarding maintenance on the customer side � trend to outsourcing

� Increasing number of “Do it myself” customers in Asia, China and South America

The demand for professional after sales service increases every day

Forecast: Development 2011-2015 worldwide

Increasing customer demands

„Service 2020“




Reaction

time

daysweeks

Machine

uptime

24/7/ 3655 days a week

Service as criticalfactor of success

80‘s 90‘s 00‘s 10‘s Time

Service

productsBusiness Support

Break and fix services

Serv

ice

req

uir

em

en

ts

Service

organizationService Business unit

Fragmentated

Service

processes

Globally standardized

processesLocal service processes

Excellent service is more and more a critical factor of success for producers and users

Impact on service organization

machine manufacturer

Service as factor of success

„Service 2020“




Currently, after sales service is in a paradigm shift, in the future service will be more and more solution oriented

Solution

Service

Products

Promotion

Sales

Customers

MachineSupport

SystemSupport

Solution Support

� Focus on selling machines

� Small range of service products

� Focus on inst./ comm. and break and fix services

� Reactive market approach

� Low customer orientation

� Focus on machine support

� Increasing range of service products

� Focus on value-added services

� More and more active service market approach

� Increasing customer orientation

� Focus on customer support

� Wide range of service

products

� Life cycle oriented solution

support

� Proactive market approach

� Total customer orientation

Current serviceService in the past Future service

Importance of after sales service

„Service 2020“




Successful service 2020 strategies are based on four steps

Four steps to service excellence in 2020

Service-qualität

Step 1:Getting to know

the customerneeds

Step 2:Offering theright service

products

Step 3:Offering

global serviceprocesses

Step 4:Set up a

customerorientedservice

organization

Four steps to service excellence

„Service 2020“



IMPULS Management ConsultingCustomer intimacy

Customer intimacy/ customer segments

customer intimacy in order to understand The machine builders need an excellent

customer intimacy in order to understand the real customer needs for service

Not all service customershave the same expectations

Step 1: Getting to know the customer needs

„Service 2020“




With a bundling of different requirements the worldwide service customers can be divided into three service segments

Example: Customer segmentation

Step 1: Getting to know the customer needs

Worldwideservice customers

Service customers can be differentiated according to:Typical examples for

service segments:

Segment II

“Do it withme“

Segment I

„Do it myself“

Segment III

„Do it for me“

Own technicalmaintenance

competences of theusers

Willingness to buy services from machine suppliers

low high

low

highX

X

X

„Service 2020“




In the past the service portfolio of machine builderswas limited to “basic services”…

After sales service products

� Reactive market approach

� Small variety of service products� No customer segmentation

Step 2: Offering the right service products

installation &

implementation

installation &

implementationproduction & maintenanceproduction & maintenance migrationmigration

startup phase phase of usage

Installation /SAT

Training Repairs

Spare parts Retrofits

phase of optimization

„Service 2020“




… today, the machine builders support their customers with a huge variety of service products, based on the life cycle of the installed base

After sales service products

installation &

implementation

installation &

implementationproduction & maintenanceproduction & maintenance migrationmigration

startup phase phase of usage

Installation /SAT

Training

Ramp up support Supervision

Condition

monitoring

Spare parts

Overhauling

Repairs

Maintenance

contracts

Exchange

Modernization/ retrofits

Consulting for OEE

(Over all Equipent Efficency)

phase of optimization


� Active market and sales approach

� Huge variety of service products� Different customer segments

� Huge variety of preventive and online products

„Service 2020“




Many machine builders offer modular service contracts in order to fulfill all individual customer requirements for preventive services

Modular service contracts

Modular construction

Benefit f

or

the c

usto

mer

Inspection contract

Periodical condition monitoring

Maintenance contract

Maintenance (incl. wear parts and spare parts)

Preventive maintenance contract

Continuous preventive maintenance incl. wear parts

Full service contract

Maintenance (incl. wear parts, spare parts, personal)


„Service 2020“



IMPULS Management ConsultingOnline services

Condition

monitoring

Remote

diagnostic

Online

Training

Online

Booking FSSpareparts

webshop

Repair

movies

Online

ticket

Machine builders Worldwide customers

Distance: Europe, China, America

Online services will become more important for the international customers in the future and should be consistently pushed by all machine builders


„Service 2020“




� Basic service with repairs,

spare parts and maintenance

� No additional support

� Performance optimization

� Complete business support

� Operator contracts

� Guarantee of availability

� Service contracts

� All inclusive invoicing

Customer Segment I

Service

Agreement II

Service

Agreement III

Different demand orientated services are necessary to fulfill the customer targetsResult:

Customer Segment II

Customer Segment III

Service

Agreement I

Service portfolio

Attractive Service products

Step 2: Providing the right service products

The different customer segments as well as the service portfolio should match for a successful market development

„Service 2020“




Stable und scheduled

Fast

Best in classservice processes

Best in classservice processes

Customer oriented

Efficient

Excellent service processes supporting the machine users fast, efficient and stable

Step 3: Offering global service processes

Excellent service processes

„Service 2020“




In order to offer excellent service processes most of the machine builders have set up central service desks for all customer demands

17



Call Entry Technical SupportField Service Spare parts

Welcome Desk/ Call entry

� Answering of customer calls

� Capturing and comprehension ofcustomer problems

� Capturing of all relevant information

within an incident ticket

Customer (internal/ external)

� End user

� Partner� Service technicians

� Etc.

Customer call

Solution

Incident ticket

„Service 2020“




An excellent technical support can solve the majority of calls with qualified tools and transfer tasks to the spare parts department or field service dispatching

18

Call Entry Technical SupportField Service Spare parts

Incident ticket

Technical specialist

SolutionSolution

knowledge database

knowledge database

cataloguemanagement

cataloguemanagement

Solu

tion?

Solu

tion?

problemmanagement

problemmanagement

2nd level support

Spare parts

Field Service Dispatching

Routing



„Service 2020“




Most of the machine builders have set up customer oriented service organizations with clear tasks and responsibilities for all services

Service organizations

� No overall service department� No direct allocation to the management board � No service process owner� Interfaces and divided functions

� One responsible service department� Direct allocation to the management board� Process owner for all service core processes� Concentration of all functions in one department

Clear and transparent entrance lane with clear responsibilities

Conclusion

Step 4: Set up a customer oriented service organization

Service organization in the past Current/ future service organization

„Service 2020“




Due to the increasing importance, service is more and more directly allocatedto the management board in the engineering industry

20

50 %

30 %

20 %

10 %

50 %

40 %

4 %

10 %

86 %2012

2000

1990

Management

Board

Head of

distribution

Head of

Engineering

Source: IMPULS Research 2012 with 200 companies

Allocation of the service

2012

2000

1990

2012

2000

1990

Step 4: Set up a customer oriented service organization

Service organizations

„Service 2020“




Characteristics of excellent service organizations

Service Excellence

� Detailed knowledge of customer needs

� Regular measurement of customer satisfaction in the service

� Customized range of service products

� Market oriented prices for spare parts and services

� Proactive service marketing

� Well trained service technicians and staff members

� Excellent processes with binding service level agreements

� Worldwide consistent service monitoring with a KPI cockpit

� Service as core business integrated in the business philosophy

� Maximum availability and performance support

Excellent service organizations

„Service 2020“




Fit for best Service

Focus:

� Service as future

success factor

� Optimization of service

� Best practice examples

Focus:

� Customer satisfaction

� Customer retention

� Growth strategies

� Market development

Service as growth engine

Global Spare Parts Management

Focus:

� Worldwide stock structure

� Inventory management

� Sales distribution

� Benchmarks/ Best practice examples

of service success

Planning, controlling and measurement

of service success

Focus:

� Development of a

service strategy

� Deduction of relevant

KPIs

IMPULS – The Service Consultants

Current IMPULS studies on relevant service topics

„Service 2020“




IMPULS Management Consulting GmbH

Matthias Mahnel (Managing Director)

Kirchplatz 5a

D-82049 Pullach/München

Tel.: +49 (0)89 / 388899-30,

Fax.: +49 (0)89 / 388899-31

E-Mail: [email protected]

www.impuls-consulting.de

Your partner in service consulting!

Coming together is a beginning.

Keeping together is progress.

Working together is success.

- Henry Ford -

The Service Consultants „Service 2020“ · IMPULS Management Consulting is pioneer and market...

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