The Service Consultants „Service 2020“ · IMPULS Management Consulting is pioneer and market...
Transcript of 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“
The Service Consultants
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IMPULS Management Consulting
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“
The Service Consultants
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IMPULS Management Consulting
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 Service Consultants
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IMPULS Management Consulting
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“
The Service Consultants
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IMPULS Management Consulting
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“
The Service Consultants
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IMPULS Management Consulting
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“
The Service Consultants
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IMPULS Management Consulting
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“
The Service Consultants
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IMPULS Management Consulting
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“
The Service Consultants
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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“
The Service Consultants
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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“
The Service Consultants
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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“
The Service Consultants
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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“
The Service Consultants
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… 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
Step 2: Offering the right service products
� Active market and sales approach
� Huge variety of service products� Different customer segments
� Huge variety of preventive and online products
„Service 2020“
The Service Consultants
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IMPULS Management Consulting
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)
Step 2: Offering the right service products
„Service 2020“
The Service Consultants
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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
Step 2: Offering the right service products
„Service 2020“
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� 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“
The Service Consultants
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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“
The Service Consultants
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In order to offer excellent service processes most of the machine builders have set up central service desks for all customer demands
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Step 3: Offering global service processes
Excellent service processes
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“
The Service Consultants
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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
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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
Step 3: Offering global service processes
Excellent service processes
„Service 2020“
The Service Consultants
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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“
The Service Consultants
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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“
The Service Consultants
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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“
The Service Consultants
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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“
The Service Consultants
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IMPULS Management Consulting
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 -