kone profile 2006 - ibm · pdf filein search of service excellence service science summit...
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![Page 1: KONE Profile 2006 - IBM · PDF fileIn Search of Service Excellence Service Science Summit 28.02.2007 Riitta Partanen-Jokela Assistant Vice President, Service Development KONE Corporation](https://reader035.vdocuments.net/reader035/viewer/2022070607/5aadd2147f8b9a190d8b5f3b/html5/thumbnails/1.jpg)
In Search of Service ExcellenceService Science Summit 28.02.2007Riitta Partanen-JokelaAssistant Vice President, Service DevelopmentKONE Corporation
![Page 2: KONE Profile 2006 - IBM · PDF fileIn Search of Service Excellence Service Science Summit 28.02.2007 Riitta Partanen-Jokela Assistant Vice President, Service Development KONE Corporation](https://reader035.vdocuments.net/reader035/viewer/2022070607/5aadd2147f8b9a190d8b5f3b/html5/thumbnails/2.jpg)
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Topics
1. KONE in Brief2. KONE Strategy3. Our Customers4. Care for Life5. Service Excellence6. Service Management Challenges7. Research for Services
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KONE in Brief
• One of the world’s leading elevator and escalator companies
• Provides industry-leading elevators and escalators, and solutions for their installation, maintenance and modernization; also offers maintenance of automatic building doors
• Annual sales of about 30,000 new elevators and escalators • 600,000 elevators and escalators under maintenance contract• Sales 3,601 MEUR, Operating income 360 MEUR / 2006• 29,000 employees /2006
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Sales
66
22
12
EMEA Americas Asia-Pacific
60
40
Services New equipment
by business, % by market, %
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Employees by Job Category
New equipment sales& installation
Manufacturing
Maintenance & modernization
Administration, IT, R&D
• 29,000 people in 50 countries• 13,000 meeting customers in the field every day
5923
9
9
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KONE Strategy
KONE gives a performance edge to its customers with innovative services and solutions.
Simultaneously, KONE’s products and services are cost-competitive and its processes characterized by globally aligned operational excellence.
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Our Customers
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Solutions for Customers with Different Needs
AirportsDenver Airport, USA
HotelsACCOR Novotel, Nice France
ManufacturingKONE TranSys™ freight elevator
Leisure & educationNational Grand Theatre, Beijing China
Public transportationBangkok Transit System, Thailand
MedicalHelsinki University Teaching Hospital, Finland
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Care for Life
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KONE Care for Life
New equipmentinstallation
MaintenanceModernization
Full replacement
KONE takes the full life-cycle of the equipment into account.
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Maintenance service
• KONE Optimum™ service contracts, KONE remote monitoring services and 24-hour service centers create added value and peace of mind for customers.
• KONE guarantees an optimal service offering with 13,000 service,maintenance and modernization specialists in 800 locations.
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Modernization
• Modernization solutions range from replacing the existing user interface to the full replacement of the elevator.
• Care for Life Information services help customers to make the right choice.
• Efficiently installed modernization packages to reduce out-of-service times.
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Care for Life in Modernization
...to providing services and solutions.
From providing technology...
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Service Excellence
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Service Excellence
1. Customer Focus • Understanding customer needs proactively• Simple, flexible, predictable service• Innovative services and solutions
2. Operational Excellence• Maintenance, call-out handling, repairs• Material management, global sourcing• Global tools and processes
3. Motivated and Skilled People• Attitude & culture• Continuous development• Collaboration
1
2
3
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Service Management Challenges
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Service management challenges
• Growth through acquisitions • Varying cultures and ways of working
• Aging technicians, new work force with different competence profile
• Geographically widely distributed equipment under maintenance• Products from different manufacturers using different technologies
• Knowledge, spare parts• Varying rules and regulations to be complied
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Growth through Acquisitions
0
5000
10000
15000
20000
25000
30000
67 69 71 73 75 77 79 81 83 85 87 89 91 93 95 97 99 01 03 05
Souliers
Marryat & Scott
FiamBennie Lifts
Starlift
BassettiEPL-KONE Pty
Armor Elevator
O&K Rolltreppen
Sowitsch
BauerSabiem
Montgomery, Canada
Pragolift
Flynn-Hill
KONE Elevator IndiaMontgomery USA
Elevadores Induco
Hävemeier & Sander
Westinghouse, Europe
Asea-Graham
Bharat Bijlee Limited
Personnel
Year
Globalization milestones
U.K. Lift Company
Thai Lift Industries
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KONE Preventive maintenance process
Service technicians,vans,tools
Service routes
Optimal maintenance program
Elevators,Escalators
Customers Supervisor,Sales
Contracts
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KONE Service request process
Field mobility
tool
Customer callVoice link callRemote monitoring indicationService request through e-Optimum
Real time reportingSpares ordering
Equipment
Technician
KONE Customer Care Center
Supervisor / Back Office
Customer
Real time reporting
dispatchingNotification by SMS/e-mail/fax
Callout visible in e-Optimum
electronic communication
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Research for Services
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Research for Services – How it started?
• Research for services started from technology point of view: remote monitoring and proactive maintenance.
• The whole service delivery process needed to be addressed in order to benefit from technology.
• …and customer offering?• …and human resource management?
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Reseach for Services?
• Innovations with customers• Service delivery logistics / networks• Service product data management• Service quality and measurement• Creating service culture• Learning & change management
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