Log In | Become a Member | Contact Us


Market Intelligence for Printing and Publishing

Connect on Twitter | Facebook | LinkedIn

Featured:     Printing Forecast 2018     Production Inkjet     Installations and Placements Tracker

Heidelberg's Uli Koehler talks about their service organization

Published on October 12, 2012

Patrick Henry speaks with Heidelberg Senior Vice President Uli Koehler about their service organization, how they use it to support their customers, as well as details on how the market changes have impacted service operations.

Pat Henry: This is Pat Henry, WhatTheyThink, and with us today is Uli Koehler. Uli is a Senior Vice President, Service Heidelberg. Uli works out of Heidelberg's U.S. headquarters in Kennesaw, Georgia. Welcome Uli.

Uli Koehler: Thank you, Patrick.

Pat Henry: I know that Heidelberg has a rather extensive service organization, but some of our viewers might not be acquainted with it. Can you give us the quick tour? How many techs do you have? Where are they located? How do your customers find them when they need them?

Uli Koehler: Okay, thank you. Heidelberg USA, we are organized in four regional offices besides our support center in Kennesaw, Georgia. Nationwide, we have more than 360 people dedicated to help our customers with their service needs, back office functions, but also boosting power in our field service force. Our field service colleagues, they are all factory trained. We have more than 280 people out there in the field, close to our customers in those four regional regions organized. And besides that, more important is also our spare part supply. We have that nationwide warehouse in Indianapolis. We are connected to that worldwide logistic center in the regional factory. The fill rate out of our American logistic center in Indianapolis is around about 96% of all the line items that we get as an order, we are able to deliver the same day. And then whatever will be needed will be flowing either from the world logistic center in Germany, or we are connected also to the Asian logistic center out of Hong Kong or out of Japan.

Pat Henry: That's quite a team on the ground, quite a logistics operation. Now, again, as I understand it, your service plans are divided into two broad areas. You've got one plan for new equipment, and you have got another plan for equipment that passes out of warranty but still has a lot of useful life. What are those programs?

Uli Koehler: That's correct Patrick. System service 36 plus, we call it. With our new machines, we secure the investment of our customers with an extensive program to make sure that the equipment is well maintained. And within this program, we cover the labor and the spare part supply within 36 months. The first 36 months of the lifetime of the press. This project, I want to call it, helped us tremendously to change also the mindset of our customers. Before, back in 2004-2005, we spent only about 5% of our total workload in preventive services. In the meantime, due to that program this has tremendously changed. In the meantime, we have 40-45% of our total workload dedicated to preventive actions, which of course helps, again, to keep up time high.

Pat Henry: Now, preventive maintenance requires the customer's active participation, does it not?

Uli Koehler: That's true. The customer still has the weekly, the monthly, the six-month work to do according to the operation manual. But on top of that, we come preventive to shops after 10 months, 20 months, and 30 months.

Pat Henry: Oh, okay, in intervals, yeah.

Uli Koehler: Yes, in intervals. To go through the whole machine according to checklists and replace then also necessary wear and tear parts that come to the end of their lifetime.

Pat Henry: Excellent. Well, one consideration I believe you do have in light of the fact that press sales are down, equipment sales are down for everyone, Heidelberg, all of the major manufacturers. And that means that there is equipment out there that probably should have been replaced by now but hasn't been, older equipment needing more care. I just wonder how that impacts the service operation.

Uli Koehler: As a matter of fact, our service workload during the last three-four years is still consistent. And so we didn't have a drop like we experienced on the equipment sales side, which is really true. More important is also that we used, let's say the capacity that we don't need for installations to develop more and more programs which help our customers to bring their productivity up, to train their operators, to improve their OEE like we call it. And definitely with those proactive investments from our side to train our operators, our printers to help the operators of our customers to reduce waste, to optimize their output. We have here, nice programs in place. And more and more customers may also use, out of those programs, and this keeps us busy on that level that we need to be still reactive if necessary, but also let's say, secure our utilization with those additional performance services, we call them.

Pat Henry: Excellent. Pat Henry, WhatTheyThink, thank you for watching.

Email Icon Email         

 

Post a Comment

To post a comment Log In or Become a Member, doing so is simple and free

 

 

Recent Videos

 

Video preview: If You Were a Printer, You'd Be Home By Now

If You Were a Printer, You'd Be Home By Now

Published: April 20, 2018

Those wonderful old buildings that housed printing and typesetting companies in the downtown areas of many cities are now being converted into condos and apartments. From Boston to New York to Chicago, those iconic buildings are becoming someone’s home.

 

Video preview: The Evolution of Dscoop

The Evolution of Dscoop

Published: April 19, 2018

Jon Bailey, CEO of UK-based Proco and Dscoop board member, talks about the evolution of Dscoop from a US event to a series of worldwide events and now an online community via the new Dscoop.com platform.

 

Video preview: King Printing's Approach to Book Manufacturing with Production Inkjet

King Printing's Approach to Book Manufacturing with Production Inkjet

Published: April 18, 2018

Elizabeth Gooding talks with Martin Aalsma, VP at King Printing. King Printing was an early adopter of production inkjet for book manufacturing. Aalsma talks about building efficiency in book manufacturing with smart workflow driving production inkjet.

 

Video preview: Avery Dennison Makes Cut Vinyl User-Friendly

Avery Dennison Makes Cut Vinyl User-Friendly

Published: April 17, 2018

Patti Draper Doychak, Senior Marketing Communications Manager for Avery Dennison, describes new innovations in cut vinyl. Easier weeding with a re-engineered adhesive, a larger color palette, and longer-lasting adhesive all give the client more choices and a better-quality vinyl product.

 

Video preview: ISA Provides Year-Round Resources for the Sign Industry

ISA Provides Year-Round Resources for the Sign Industry

Published: April 16, 2018

Lori Anderson, President and CEO of the International Sign Association (ISA), shares the many ways ISA helps members of the sign industry. Beyond the annual Sign Expo, in which professionals can learn about new technologies, ISA is active in advocacy for companies in relation to sign codes and regulations, as well as helping educate students about the opportunities available to them after high school.

 

Video preview: Frank On Friday: The Binds That Tie

Frank On Friday: The Binds That Tie

Published: April 13, 2018

Frank receives a challenge from Professor Frank Cost at RIT. Frank Cost discovered the McMaster-Carr catalog at 4,040 pages and wants to know if there are any bound books with more pages. Frank is up to the challenge.

 

View More Videos

 





Become a Member

Join the thousands of printing executives who are already part of the WhatTheyThink Community.

Copyright © 2018 WhatTheyThink. All Rights Reserved