high overall satisfaction, specific suggestions for ...€¦ · kässbohrer geländefahrzeug ag...

www.pistenbully.com

Kässbohrer Geländefahrzeug AG Customer magazineIssue 04/2006

04/2006

Dear Readers

I have been Chair of the Board at Kässbohrer Gelände-fahrzeug AG since 1 May 2006.My honeymoon periodis over!

I am using this opportunity to take stock.KässbohrerGeländefahrzeug AG is a pearl in a global niche market– together with PistenBully and BeachTech.What is it that makes this company so valuable? Obviously it has to do with our economic success; innovative ideas;reliable,modern machines;and PistenBully’s world-wide, technological market leadership.But more thananything, it is the people behind all of this. It is theirenthusiasm which carries everyone with them, theirextraordinary commitment and the impressive way inwhich they identify with PistenBully that makes Käss-bohrer Geländefahrzeug AG what it is today.

My aim is to prolong this success.You should feel youcan rely on us and our machines now and in the future –even in extreme situations. I intend to do my bit to guide the company so as to further bolster our globalmarket leadership and our outstanding customer service worldwide.

Last season,Kässbohrer Geländefahrzeug AG carriedout a customer satisfaction survey in its principal Euro-pean markets.You took this opportunity to share with usyour satisfaction, suggestions and desires.You also tookthis opportunity to tell us, in no uncertain terms,wherewe could improve.

My thanks to you for taking part.The results have beenanalysed and we are already implementing new measu-res for the coming winter season to ensure that youremain completely satisfied with Kässbohrer Gelände-

fahrzeug AG. I see this as being the best foundation for a successful partnership. I am looking forward to thewinter season ahead when I hope to have the opportu-nity to get to know some of you in person.

Kind regards

Jens Rottmair

The results of the first customer satisfaction surveywere unequivocal:over 80 per cent of PistenBullycustomers said they were generally happy with Kässbohrer Geländefahrzeug AG and almost 50 percent opted for the highest rating of “very happy”.This is high praise indeed,not to mention an incen-tive to do even better in the future.All satisfactionaside,PistenBully customers did not stint on criti-cisms when asked to comment in more detail and,as a result,have provided valuable input with respectto improvements for our machines.And improve-ments on a representative basis since,of a total of around 1,700 questionnaires sent out across Germany,Austria,Switzerland, Italy and France,more than 40 per cent were returned – a fantasticfigure,and one which is very rarely achieved in these kinds of survey.

The customer satisfaction survey centred on fiveissues.As well as establishing overall levels of satis-faction, it sought to ascertain how happy customersare with individual customer service areas, to teaseout reasons for any dissatisfaction and to find possi-ble approaches for enhancing all aspects of custo-mer satisfaction.But direct proposals and sugges-tions for improvement were also sought.And, so asto make the results genuinely representative, carewas taken to ensure that all customer groups wererepresented.What’s more, responses from manage-ment and drivers were collected separately.

Kässbohrer was given top marks for service as well,both from drivers and management. In this respect,86 per cent of customers were happy,which is nota-bly higher than the levels of overall satisfaction.Onceagain it has been made clear that customers greatlyappreciate the extensive service activities that theglobal Kässbohrer service organisation provides.Elsewhere too, the outlook in all areas of coopera-tion was consistently positive, in terms of supportboth during purchase (82 %) and after (79 %).As far as requests and suggestions are concerned,a great many useful pointers were provided as to

where specifically Kässbohrer could do more in termsof its machines and additional equipment in order to better meet customers’ expectations.Measureshave already been put into place to ensure that thesesuggestions are acted upon,processed in teams andincorporated into production as quickly as possible.This goes to show just how important it is to be given

practical suggestions from customers.One examplefrom the variety of proposals relates to the fuel-tankcapacity of slope-grooming machines.This clearlydemonstrates that,due to changes in work flows,there is a greater demand for large tank capacitieswhich would enable our customers to work moreefficiently and more economically.As expected,

management asked about economic efficiency firstand foremost. In doing so, the importance of issuessuch as fuel consumption and maintenance intervals,together with maintenance costs and, indeed, costsin general,was clearly voiced.Another importantpoint was the documents issued,be they instructionmanuals or spare-parts lists: the simpler their

High overall satisfaction, specific suggestions for improvement

An incentive to become even better ...

Continued on page 2

Editorial

KGF_K_Info_4/2006_GB.RZ 04.10.2006 15:13 Uhr Seite 1

structure, the quicker customers can identify theparts they need.Customers now take for grantedthat up-to-date spare-parts lists are available for the start of the season.And lots of space wastaken up with suggestions for improvement,to which customers expect a prompt response.Where possible, their suggestions should be seento have been adopted in the next productionseries.The different specialist departments atKässbohrer will now analyse the optimisation suggestions very thoroughly, so as to fulfil as

many of the customers’ wishes as possible and to prove that Kässbohrer also takes feedback fromthe customer satisfaction survey seriously.

Alongside all the fault-finding and suggestions for improvement, there was,however,also a longlist of things which were widely praised by thosewho work in skiing regions, from the PistenBullyblade through the rear platform to the ergono-mically designed controls.Also, the opportunity to obtain spare parts over the Internet, the actual

cost of spare parts and the flexibility of being ableto make changes to a machine’s configurationright up until purchase were all things PistenBullycustomers chose to applaud.

The outcome of this first customer satisfaction sur-vey is crystal clear: in the future,Kässbohrer willcontinue to nurture intensive dialogue with itscustomers to enable it to provide machines thatare even better suited to their working environ-ment.Machines in which everything is high-tech,

so as to make the driver’s working life easier and ensure that the machines themselves are as economical as possible to operate.

www.pistenbully.com

High overall satisfaction, specific suggestions for improvement

An incentive to become even better ...Continued from page 1

Excerpts from the customer satisfaction survey

Percentage returns

Questionnaire plan

TimetableSelection of customers / survey participants

Overall satisfaction

Satisfaction in different subject areas


www.beach-tech.com

Whether on the Russian Riviera near St.Peters-burg or at Romania’s Black Sea coastline, since the fall of the Iron Curtain, tourism has been onthe up in the coastal resorts of Eastern Europe.

Increasing numbers of holidaymakers,however,also mean increased demands,particularly wherethe cleanliness of beaches is concerned.More andmore tourist resorts are calling upon technologyfrom Kässbohrer,and are employing BeachTechmachines. In doing so, they are sometimes forgingan entirely new path.

One example: the Black Sea.The water authoritiesof the Romanian coastal town of Constanza hadlong been on the look-out for a beach-cleaningsolution. It had to be cost-effective on the one

hand yet capable of cleaning beaches dependablyon the other.The solution: for a period of five yearsinitially, the beaches have been leased to privateindividuals,who of course are then responsible

for maintaining them.As a result, there are now a number of BeachTech machines in operation inConstanza.For instance in Navodari,where thecompany Zoom SRL uses a BeachTech 2000 tomaintain the cleanliness of its 114,000-square-metre beach.Or Mamaia beach,where CUB Inter-national operates a BeachTech Marina to keep itssands clear of refuse and pollution.

Playing a crucial role in this unusual but highlypromising solution was Rominko,BeachTech’sagent in Romania.Rominko has been working closely with the Romanian water authorities for

the last four years and co-developed the conceptof “leased beaches”. In parallel,Rominko’s teamof engineers has received intensive training,whichmeans that everything is in place for the continuedsuccess of BeachTech in Romania.

Further to the north,on the Russian Riviera, thesummers are shorter.But tourist numbers are alsoon the rise here – and with them the demandsmade of beach cleaning.Most holidaymakers hereare Russians who cannot afford to travel abroad,but who want to enjoy fresh sea air and sunshineduring the brief summer.At the spa resort of Ses-troretsk, for instance,which besides Solnechnoe,Repino,Komarovo and Zelenogorsk boasts one ofthe northern Russian Riviera’s most attractive bea-ches,BeachTech machines are ensuring thatnothing detracts from the holidaymakers’ enjoy-ment of the sands.

A BeachTech 3000 beach cleaning machine waspurchased in good time for the G8 summit in St.Petersburg in mid-July 2006,evidence of thecity’s commitment to clean beaches and, in turn,to increasing tourism.

BeachTech machines are also in operation on Baltic beaches and in Poland,not to mention in Bulgaria.Continued market development isextremely promising and there is every reason for optimism. Indeed,even tourists from WestEuropean countries are discovering the appeal ofEast European beaches in ever greater numbers.These beaches offer everything to be had at

resorts on the Mediterranean, the North Sea and the Atlantic,but at comparatively low prices.

For more information on this topic,please contactMr.Marc Giet:Telephone +49 (0)7392 900 462, fax -470,e-mail:[email protected].

BeachTech’s impressive performance in Eastern Europe

Clean beaches from the Baltic to the Black Sea

Interview with Prof.Dr.Fischer,Ravensburg-Weingarten University of Applied Sciences

Outstanding customer loyaltyCustomer satisfaction surveys only carry meaningif the results are representative and if the custo-mers express their opinions openly and honestly.To ensure this would be the case,KässbohrerGeländefahrzeug AG commissioned Ravensburg-Weingarten University to carry out its survey.K-info found out what this involved in conver-sation with Prof.Dr. Josef Fischer,Head of theTechnology and Management Faculty.

Professor Fischer,how can you be sure thatthis type of customer satisfaction surveywill yield meaningful results?

For a start you have to clearly indicate to the custo-mers that this is an exercise that is very importantto the company.That was achieved via a letterfrom the Chairman of the Board which clearly sta-ted how valuable this customer satisfaction surveywas to Kässbohrer.At the same time, the actualsurvey was carried out by us, in other words,by aneutral party.This ensured not only that the survey

was implemented methodically,but also that the results were compiled objectively and anony-mously.

Are the results actually representative?

Yes! Because,as a first step,we analysed and evaluated in detail the PistenBully customer data.We then assigned the customers to the differentsegments, thereby establishing the large,mediumand small customer groups.This, in turn,gave us a highly sophisticated picture that, thanks also tothe high questionnaire return rates, is definitelyrepresentative.

A forty per cent return rate, compared tothe 20 to 25 per cent you would normallyexpect, that’s huge.What is the reasonbehind this return rate?

It comes down to the fact that Kässbohrer enjoysan excellent reputation among its customers.They

obviously feel a very close affiliation with the com-pany.The very high levels of satisfaction bear thisout.And they obviously feel they have been poseda challenge,namely to help Kässbohrer make agood thing even better.Because,at the end of theday, it is customers like the cable-way companieswho directly benefit from having such excellentmachines in operation.

The suggestions for improvement wereindeed very specific...

A great many suggestions were very thorough and showed that the customers took this surveyvery seriously. It was actually highly surprising thatnot only the managers of cable-way companies but also a large number of drivers put forward verydefinite suggestions for potential improvements.Some of the proposals were extremely detailedand well-founded.That proves how much impor-tance the customers attached to the survey.

Professor Fischer, thank you for talking to us.

St.Petersburg (resort of Sestroretsk,Baltic Sea)▲

Constanta (Constanza,Romania,Black Sea)▲

Kolobrzeg (Poland,Baltic Sea)▲

Mr.Drevilo Nicolai (BeachTech operator in St.Petersburg)

▲

Miedzyzdroje (Wolin Island,Poland,Baltic Sea)

▲


For 35 years the career of Austrian repairs fore-man,Ernst Mitterbacher,or the “Captain”as he is known,has been intimately intertwined with PistenBully.This highly-skilled mechanic laid down his tools and took his well-earned retirement in September.

His career at Kässbohrer began in 1971.By thispoint he had already completed two years’ servicein the Austrian Army and had four years’ employ-ment at a pharmaceuticals company under hisbelt. Mitterbacher then came to KässbohrerAustria,where,as a mechanic,not only did hework on the buses,he also encountered Pisten-Bully for the first time.“It was a big business backthen,with more than 750 employees who werestill working on car transporters and bodies”,he recalls.When Ernst Mitterbacher passed hismaster craftsman’s exams in 1975,his boss asked

if he perhaps wanted to con-centrate solely on PistenBullyrepairs in future.Mitterba-cher did and,as foreman,took charge of repairs. As of1995 – shortly after Pisten-Bully became independent –he did so with a trade license.Alongside this, though,he also developed the whole warranty system andex-gratia arrangements.Tothis day,Ernst Mitterbacherhas never regretted his deci-sion to focus on PistenBully.Even though he never shou-ted about it, his work withPistenBully was always filledwith enthusiasm and fun.

Scarcely anyone knows more about these machi-nes than the “Captain“, to use his well-earnednickname.Ultimately,he saw the introduction of entire generations of PistenBully, from the PistenBully 145 right up to the 300 Polar. Fromnow on,he wants to spend more time on his hobbies:playing sport and driving his motorbike,but,most importantly, collecting minerals – aboveground and below.

www.pistenbully.com

Japanese cars found their place in Germany a longtime ago.Conversely,many ski-regions in Japanturn to German technology when it comes tomaintaining their slopes.For 34 years,Kässbohrerhas been active in the land of the rising sun,duringwhich time over 1,200 PistenBully machines havebeen sold.This success story is now set to continuewith our new partner,Snow Systems Co.Ltd.

Snow Systems – the name says it all, as the com-pany specialises exclusively in the field of wintersports.Alongside PistenBully, it markets snowmakers from suppliers such as SMI and YorkNeige, for example,and also ticket systems fromSKIDATA of Austria.

Snow Systems’ head office is situated in Tokyo. It ishere that you will find not only its administration

and sales departments,but also its service HQ andspare-parts warehouse. In the future,however,

PistenBully will also be marketed and maintainedat the Snow Systems’ site near Sapporo,where itwill be in the immediate vicinity of the skiing res-orts on Hokkaido, Japan’s northernmost island.Up to six PistenBully machines can be repaired atany one time in the service workshop there,and acompetent service team is always on hand.At thesame time,however, the new PistenBully partnercan also fall back on the different branches of itsparent company,Nippon Cable,which sells SnowSystems products in its eight offices across all ofJapan.This means in turn that the Snow Systemsteam,which numbers around 20, can, if neces-sary,make use of its parent company’s capacities.The parent company has a total workforce of 300.

Nippon Cable, too, is sustained predominantly by winter sport.As the licensee of Doppelmayr/

Garaventa,one of the world’s leading lift manu-facturers, the company has many facilities in Japa-nese skiing regions.With the new partnership bet-ween its subsidiary Snow Systems andKässbohrer,Nippon Cable will become one of the very fewsuppliers in Japan able to offer a complete solu-tion, from the lift systems to slope maintenanceand even the machines to read the ski passes.

Snow Systems: the new partner in the Japanese market

More power for Japan’s skiing resorts

Profile

Ernst Mitterbacher – the “Captain”disembarks

In addition to factory-new PistenBully vehicles,Kässbohrer Geländefahrzeug AG offers its cus-tomers and other interested parties a broadrange of used machines that satisfies everycustomer requirement. From slope-groomingmachines to the PistenBully 300 Polar,Kässbohrerstocks the right second-hand vehicles for everyspecific need.A range of some 40 to 50 machi-nes is available at any one time.

All used Kässbohrer PistenBully vehicles have been overhauled to one of three levels:ECONOMY, STANDARD and PREMIUM. ECO-NOMY machines are the most cost-effectiveoption.They have been tested with respect toproper working order by trained PistenBully personnel. If required, the customer receives the test report, which provides documentary evidence of the condition of the machine. How-ever, the customer carries out the technical andvisual reconditioning work himself. Machines inthe STANDARD category are part-repaired andare ready for immediate operation.The tracks

and attachments have also been reconditionedready for use. PistenBully vehicles in the PRE-MIUM version are been extensively overhauledboth technically and visually and are thus in an outstanding condition.With this variant,the tracks and attachments have also been“PREMIUM-repaired” both technically and visually. Owing to the high repair costs for PREMIUM machines, customers purchasingthese models receive Kässbohrer Geländefahr-zeug AG’s warranty for used vehicles.

For queries relating to used Kässbohrer machi-nes, please contact Mr. Marc Celewitz:Telephone +49 (0)7392 900 422, fax -445,e-mail: [email protected].

The current list of used machines is always available at www.pistenbully.com under “Top Selection”.

Masafumi Ohkubo (top, centre) of the Sapporo/Hakkaido subsidiary with his sales and service team

▲

Used vehicles for every customer requirement:A large range of second-hand PistenBully vehicles

ECONOMY,STANDARD and PREMIUM: Used PistenBully vehicles always available in three versions


Prize-winning pictures in the 05/06 Photography CompetitionMany thanks to all who took part in the competition! We look forward to the next competition during winter season 06/07.

Special prizes:

Martin Söftje, Germany

Vincent Haemmerli, Switzerland

Ronald Mitterer, Austria

Thomas Eggerl, Germany

Taken in Schneizelreuth,Germany

Taken in Finkenberg,Austria

Taken in Celerina-Marguns,Switzerland

Taken at the Neumayer Station in the Antarctic

Dr. Michaela Bock, Germany

Peter Schuler, AustriaTaken in Fiss,Austria

Taken in the Ifen region,Austria

Hand-cut and painted by Fabian Omlin

Patryk Fiedotow, Great Britain

Taken in Fernie,British Columbia,Canada

Fabian Omlin, Switzerland Christian Back, Luxembourg

Taken on the Hintertux Glacier,Austria

Daniel Steinmayer, Italy

Taken in Alta Badia-Corvara, Italy

Phillipe Gilliot, France

Taken in Les Arc,France

Michael Koch, Austria

www.pistenbully.com


www.pistenbully.com

What quickly became a runaway success in itsyouth is now ever more popular as time goes by.“Family Park” is the name of the new trend in Fun-Parks and was one of the focal points of the 7th

ParkBully Professionals’ Camp in Saas Fee.Amongthe topics on which participants received intensivetraining was how to integrate a SnowTubing orFamilyCross features perfectly in a FamilyPark.

The concentrated training programme in particu-lar is one of the main reasons why the number ofapplications for the ParkBully Professionals’ Campoften exceeds the number of places available.This year too, it was not possible to accommodateall those who wished to participate.A total of 44 lucky participants from 15 countries took

part in the intensive FunPark training event from 29 May to 2 June 2006 in Saas Fee.The partici-pants came not only from Europe but also fromNew Zealand,Australia and Chile.

Providing FIRE IN RED at the training camp wasthe new PistenBully 600,on display alongside the PistenBully 200 Park and the PistenBully 300Polar. Participants had the chance to get to knowthe new 600 machine in all its facets.Whether as a PistenBully 600 Park, a winch machine or in conjunction with a PipeMagician, the PistenBully600 provided inspiration in every application for all concerned,especially in the popular gymkhana,where the participants had the opportunity to test their agility,and during the

“orienteering drive”using GPS (global positio-ning system).Again this year,one of the focalpoints of the FunPark Camp was the exchange of experience between colleagues from aroundthe world.And many again took home usefulinformation and ideas to help make their ownFunParks even more attractive.

As last year,both the participants and the organi-sers Wolfgang Lutz and Reto Sporrer were unanimous in their assessment of the event.“Thefour days were perfect; strenuous but extremelyenjoyable.As a result,we are already looking forward to the next Camp in 2007”, said the twoorganisers.Those wishing to attend the next ParkBully Professionals’ Camp should contact

Wolfgang Lutz at Kässbohrer GeländefahrzeugAG in Laupheim for the relevant information.Telephone:+49 (0)7392 900 415, fax -445,e-mail:[email protected].

Photos of the ParkBully Professionals’ Camp canbe found at www.pistenbully.com.

7th professionals’ meeting in Saas Fee is a huge success again

FIRE IN RED at the ParkBully Professionals’ Camp


www.pistenbully.com

In winter the lakes of the Oberengadin region in Switzerland are a popular wintersports destination,especially for cross-country skiers.Ski-trail forming machinesare exposed to a number of dangers in these surroundings,not least, for instance,when the sheet of ice covering a lake is too thin and the machine falls in.To preventunwanted accidents such as these,Kässbohrer has taught the new PistenBully 100owned by the Engadin Ski Marathon Association how to swim.A hydraulic front

winch fitted to the superstructure makes it easier for the machine to reach an areaof ice capable of bearing its weight or the lakeside under its own power.

The Engadin Ski Marathon’s former ski-trail former was also able to swim.The problem was that when it had fallen into a lake,a Super Puma helicopter had to be flown in to rescue the machine and to get it back onto “dry” land.Not a cheapundertaking. In the 2004/2005 season alone, these rescue operations cost theAssociation some 15,000 Swiss francs.

Helicopter rescue missions are now, finally,a thing of the past thanks to the “Mara-thon Pinguin”,as the new PistenBully was christened during the demonstration.The practical exercise in Silvaplana-Surlej,which was attended by the Director ofthe Oberengadin Ski Marathon, revealed how the PistenBully is now able to saveitself. First the ice near the Surlej Bridge was broken and the PistenBully was driveninto the water under controlled conditions.Then former Swiss alpine skier DumengGiovanoli drilled a 20-centimetre-deep hole and threw out an anchor.The winchrope of the Marathon Pinguin was then attached to the anchor.Next the Pisten-Bully freed itself using its winch,which effortlessly pulled the machine’s unloadedweight of seven tonnes out of the water.The trail former’s two-man team is more

than capable of carrying out themanoeuvre;helicopters are therefore no longerneeded to rescuethese machines in the Oberengadinregion.

The PistenBully100’s two large,foam-filled yellowfloats are attachedto four points onthe loading bridge.

This allows them to be controlled hydraulically from the driver’s cab; they no longerhave to be laboriously fitted and later removed as was previously the case.The floats also give the machine outstanding floatation capabilities.These were clearlyin evidence during the very first test on the 40-metre-deep quarry lake near Untervaz.“If our motor boat on the Silsersee breaks down during the summer,we would have a replacement close at hand”, joked Dumeng Giovanoli during the practical test. For him the most important thing about the new PistenBully 100is,however, that it contributes actively to enhanced safety.This is because the greater crawler width of 3.1 metres reduces pressure on the ice and ensures thatthe new PistenBully falls through the ice much less frequently than the machinewithout the floatation devices.

During the winter it provided FIRE IN RED in Europe,andnow it’s inspiring slope specialists on the other side of theplanet.The first three PistenBully 600 vehicles are beingput through their paces in practical tests in Australia andNew Zealand and there too are enjoying an enthusiasticresponse.

Findings from Down Under and Europe were incorporateddirectly in the production of the first series.The PistenBully

600 vehicles will be shipped to customers from thebeginning of September to ensure that they are ready foroperation well before the start of the season for customersaround the world.Demand is high, leading to expectationsthat the new PistenBully 600 will soon become a familiarsight – not only in the Alps,but also in Oceania,Japan and North America.

The PistenBully 600 is conqueringthe slopes of the world

Powering itself to the lakeside and safety

Marathon Pinguin:PistenBully learns to swim


✄

www.pistenbully.com

PistenBully weather station Made by TFA

This thermometer enables wireless transmissionof the outside temperature,has a range of up to60 m (free field) and can extended with up to threetransmitters. It displays the inside temperature,has a minimum/maximum function,a weatherforecast function with symbols and barometrictendency,and a radio clock with alarm,snoozefunction and date display.For desktop or wall-mounting.Accessories:1 outside temperature transmitter,batteries for the base station and transmitterDimensions:185 x 89 x 31 mm

29,90 EUR

PistenBully leisure-time rucksack

Features:- Main compartment- Two zipped side pockets- Mobile phone pocket with Velcro fastening- Cable hole- Reinforced back section Dimensions:approx.32 x 43 x 19 cmVolume:approx.25 lColours:Red/greyMaterial:300 D nylon

19,90 EUR

Prices include statutory VAT but do not include a postage and packing fee of 5.90 EUR.Minimum order value: 25 EUR.These items can be ordered from the PistenBully Shop at www.pistenbully.com.

News

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Gerhard Strähle

Tel.:+49 (0) 7392/900-103

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Credits

Published by:

Kässbohrer

Geländefahrzeug AG

Kässbohrerstraße 11

D-88471 Laupheim

Tel.: +49 (0) 7392/900-0

Fax: +49 (0) 7392/900-556

E-Mail: [email protected]

www.pistenbully.com

K-info is published every six

months. The next edition of K-info

will be issued in spring 2007.

Circulation: 3.000 copies

Editor: Martin Uhlmann

Remove old crankshaft flange. Prise off existing wear ring using a hammer and remove.

Insert guide plate and secure using two screws. Position sealing ring in new crankshaft flange.

Apply special sealant compound (Loctite 573) to wear ring.

Position wear ring with shaft seal ...

... and tighten using special tool.(tool number: 8.455.267.000)

Align new crankshaft flange.

Tighten fastening screws to 35 Nm. Finally, carry out the check and acceptance procedure.

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9 10

Practical tips:

Fitting wear rings to crankshaftsfront and rear


high overall satisfaction, specific suggestions for ...€¦ · kässbohrer geländefahrzeug ag...

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