Construction Machinery Service National Brands Exceeding

At present, most companies in the construction machinery industry in China have realized that the market has turned from winning products to winning services, and who can attract more customers, who will be able to occupy more shares in the industry. As a result, the service has become another "magic weapon" that the company carefully creates. Many companies are actively carrying out customer service activities in different forms. However, whether these services have been recognized by users? Recently, the China Construction Machinery Industry Association user work committee and the mainstream media of the industry went deep into Anhui, Shanghai, and Jiangsu to conduct field surveys on the satisfaction of construction machinery users with products. The survey has had a significant impact on users and has caused widespread concern in the industry. Then, what is the actual situation of the survey and what are the problems that users have reflected? To this end, the reporter interviewed Hou Baojia, secretary general of the association.

Reporter: What is the background of user survey activities and what is the significance of user survey activities?

The user survey activity is part of the “Advanced Quality Method Promotion Year” led by the China Quality Association. It is also one of the events that we will carry out every year. However, we invited the mainstream media of the industry to participate in this survey. It is also an innovation. .

The National Quality Month event launched in September this year puts forward the theme of “grasping the improvement of the quality level and promoting the transformation of development methods”. Construction machinery companies are also actively conducting user visits, taking quality promotion as the starting point, implementing customer satisfaction projects, and seeking continuous Improve information and improve sustainable competitiveness. Loader products are typical representatives of shovel transportation machinery. China is a leading country in the production of loaders. Products have spread all over the world and have produced impressive performance in the international market. However, the rapid increase in output has also brought many problems. Reliability, hydraulic system tightness, service timeliness, and ease of maintenance are still insufficient. The expectations of users are increasing, and complaints about quality and service have only increased. The increase in the number of products has not brought about an increase in quality. The traditional problem is still not cured. By promoting the application of advanced quality methods in the scraping machinery industry, it will help promote the improvement of the product quality level in the construction machinery industry and play a positive role in promoting the development of the industry.

Reporter: In this survey, you visited a number of user companies in two provinces and one city. Most of them use domestic brands. How satisfied are they with their products?

Hou Baojia: In recent years, China's construction machinery has continuously improved its manufacturing methods and strengthened its technological research and development. Through independent innovation, its product categories, quantity, performance, and quality have all been significantly improved. Today, with the rapid growth of the national engineering machinery brand, foreign brands are The influence of the domestic market gradually weakened. This point made us very gratified in the survey.

In an investigation by Shanghai International Port Group, Kong Xuelong, an engineer of the company's engineering department, told us that during the initial period of building the port, most of their loading and unloading machinery was foreign brands, and there were few domestic brands. However, since 2004, domestic equipment has rapidly increased in terms of quality, price, and service, and national brands have won respect with their own strength. Now Longwu Branch only has 17 loaders of Liugong, other forklifts like HeLi, gantry cranes of Zhenhua Port Machinery, and electric cranes of Kazakhstan Engineering have also become the winners of this “China Game”. .

Compared with the low maintenance rate and high parts cost of foreign equipment, the low maintenance cost and on-call after-sales service of domestic equipment are favored by users. If domestic equipment is used to restore the quality of the market, service is the key to the market.

What makes the “Yang” brand even more unattainable is the timely service and low maintenance cost of domestic brands. According to the survey conducted by the former Chief Engineer of the Shanghai International Port Group Co., Ltd., Dai Qilin, who is responsible for equipment management, the accessories for imported equipment are generally several times more expensive than domestically produced ones, and due to the insufficient service network of the “Yang” brand in China, maintenance and Replacement accessories often need to wait. However, domestic equipment is fast and inexpensive in terms of maintenance services. Dai Yulin, who became the technical service director of Guangxi Mechanical Products Sales and Maintenance Center after retirement, specially prepared a second-hand loader in the shop. Once a user's equipment is in trouble and repairs are not good, he can immediately send spare equipment for emergency use. Guarantee not to delay user construction.

From this user survey, I feel that the services of domestic brands have indeed surpassed imported brands.

Reporter: The service is not only the key competitiveness of the construction machinery enterprises facing the future, but also the weaknesses and shortcomings of many companies. What are the issues that users reflect in the survey?

Hou Baojia: Taking the loader as an example, the timeliness of the company's spare parts supply, the efficiency of troubleshooting, and the skills of service personnel are aspects of the users' opinions on the after-sales service of construction machinery. In addition, although many manufacturers have established marketing networks, special service stations, or centers around the country, they do not have the ability to improve after-sales service. Some corporate users still have strong opinions, and the after-sales service technology is weak, and the maintenance technology is not. Gao, who can only deal with some simple faults, encounters difficult problems, and fails to meet new problems, has become the biggest obstacle to the improvement of service quality.

Services need to be constantly regulated and invested. Now most manufacturers attach great importance to services, but in fact some companies have not yet raised services to a new level to recognize them, such as the training of service team echelons and the upgrading of management tools. Lacking.

The real service competition in the industry lies in whether the company can provide customers with system solutions based on value creation and core competitiveness. Construction machinery is not a consumer product. After a user purchases, it is necessary to create value. Therefore, which company can provide more standard and more standard services, and it can provide users with system solutions that will be able to be marketed. Take a bigger share. This is the development direction of service competition in the Chinese construction machinery industry. ,

Reporter: Through this survey, what kind of work do you think the construction machinery manufacturers should strengthen in the future?

Hou Baojia: Through this survey, I feel that China's construction machinery manufacturing enterprises should promote the overall quality level with the popularization and application of advanced quality methods, improve the quality awareness of all employees, take users as the focus, and timely grasp the direction of user needs. Looking for improvement and continuous improvement of product quality. Including the training of user's operation, maintenance, general troubleshooting judgments and other knowledge training, improve the use level; improve the service network, rationalize the distribution network, advance the service site to end users, improve the service support ability, and ensure the timely supply of parts quality, Make users easy to purchase, supply accessories from the product life cycle service point of view; continue to train and upgrade service personnel maintenance and operation skills, strengthen service team, improve service efficiency; joint engine and other key supporting parts partners to provide users with security services, improve the overall service level .