We at Ammann, keep our customers at the centre of everything we do.
General Manager- After Care,
Enhancing machine’s productive lifecycle can be achieved in two ways – by achieving high durability of the machine in its first phase through preventive maintenance, original parts and quality repairs; and by augmenting lifecycle through refurbishment. “Our after sales offerings are one of the best in CE industry,” says. Ganesh Raman, General Manager- After Care, Ammann India. Raman throws light on the company’s service portfolio.
How do you envision the changing dynamics of service industry in the CE space?
The customer preferences and requirements are constantly changing. There is a paradigm shift in customers’ definition of quality service. A simple break-fix approach is no more considered as a service offering. Customers are now looking for parameters like longevity of machines, functional continuity and timely completion of projects, operational efficiency, operator safety, and environmental protection.
A machine’s productive lifecycle is determined by the life of its major components. How do you ensure the same? Also elaborate on the Rebuild and Refurbishment services provided?
Enhancing machine’s productive lifecycle can be achieved in two ways – a) Achieving high durability of the machine in its first phase through preventive maintenance, original parts and quality repairs b) Augmenting lifecycle through refurbishment. We, at Ammann, have taken strong initiatives in both areas. Our innovative preventive maintenance programs backed by service kits enable durability. Our initiative to refurbish the used machine at 40% of new equipment cost and provide extended life cycle of Ammann product has been greatly appreciated by our esteemed customers. We have already planned investments to set up workshops at five regions to facilitate this.
What are the major challenges in this, especially when a dispute arises?
Predominantly, disputes arise on application or usage related failures. Such disputes are best addressed through enhanced customer awareness. We, at Ammann have taken effective steps to overcome such disputes through extensive operator and supervisor training programs.
How innovative are your strategies in areas such as MTR, MMTR, MTBF etc?
MTR – We at Ammann constantly strive to achieve customer delight by staying focussed and continuously working towards improving the Mean Time Response. One of our initiatives to achieve this is through strategic positioning of our service engineers at customer’s proximity. This helps in saving travel time for the engineers to reach customer site.
MMTR – Our strategic positioning of service engineers near to job sites also helps in improving MMTR. Besides, we offer Operation and Maintenance contract for the prestigious projects (like Airport, NHAI road jobs etc) with a view to better our MMTR.
MTBF – We enhance the Mean Time Between Failures through 0n-time overhauling of sub-assemblies, effective condition monitoring, and repair before failure etc
To what extent integration of data driven technologies have helped after-sales service support system to evolve? What has been the impact of the same while Ammann Apollo designing aftermarket support systems based on the matrix of customer satisfaction?
Technology and data are two sides of customer’s success at Ammann. We have embraced technology fully on our plants and machines. We have developed the service link, maintenance module, on-board diagnostics, remote data accusation etc on our plant and machines. These technology tools ensure complete protection from any major failures in our plants and machines. Further, Ammann offers tailor-made service offerings and effective training to derive full benefit from these technologies.
What do you expect the next stage of such innovations based on big data analytics in the service industry?
Any development is continuous improvement process. We at Ammann believe innovations are critical success factors. We will continue to demonstrate our innovations time to time, as always.
Could you throw some light on your after-sales service portfolio?
We at Ammann, keep our customers at the centre of everything we do. Our after sales offerings are one of the best in CE industry. A partial list of our after sales offerings include, but not limited to
- Operation and maintenance contract for plant and machine for the complete life cycle of equipment
- Condition monitoring and proactive repair solutions
- Wear metal analysis and condition of lubricants
- Application engineering
- Improvement workshop at job sites
- Periodic maintenance services
- Parts and retrofit support
What are the major after market challenges you face in terms of quality and availability of skilled technicians / workforce and other areas?
One of the challenges has been the availability of skilled people to meet the ever growing demand of CE industry as a result of bludgeoning growth of infrastructure. It is also true that India has a strong demographic advantage of large young working population, full of energy and enthusiasm. However, it is important to build the required skillsets and make them ready for CE industry. We at Ammann India have taken a lead with our training academy in place. We believe in recruiting fresh engineers and train them to impart the required skill level. This is aimed at creating and adding to the talent pool of trained and certified operators, technicians and supervisors readily available for our esteemed customers.
Your views on the Bauma Conexpo India 2018? Please also throw some light on the new launches?
The Bauma/Canexpo exhibition is a great boon to CE industry. In effect, it is a great launch pad for the industry offering the best congregation point for both Industry players and customers. Ammann scores very high on customer loyalty and the positive word of mouth from our existing customers help us grow our customer base. The Bauma Conexpo brings in the excitement among our customers to witness the recent developments / new products in the industry. Thus, Amman’s customer loyalty and their positive word of mouth coupled with this excitement brought in by Bauma/Conexpo help us augment our business.