Deep integration of machine tool and tool manufacturing and service

The issuance of the "Decision of the State Council on Accelerating the Cultivation and Development of Strategic Emerging Industries" has made the concept of high-end equipment manufacturing the key word for the "12th Five-Year Plan."

Zhang Xiangmu, Director of the Department of Equipment Industry at the Ministry of Industry and Information Technology, stated at the Fourth Asian Manufacturing Annual Conference that during the “Twelfth Five-Year Plan” period, the general idea of ​​developing high-end equipment manufacturing industry is to face China’s industrial restructuring and strategic growth. The urgent need for industrial development focuses on the development of smart manufacturing, green manufacturing, and service-oriented manufacturing.

The importance of service-oriented manufacturing is being recognized and accepted more and more widely. It has become a trend in the development of the equipment manufacturing industry. Wu Bolin, executive director of the China Machine Tool Industry Association, also made it clear that “the construction of a service-oriented company should be mentioned on the agenda.”

Wu Bolin pointed out that at present, many key enterprises in the industry, such as Shenyang, Beijing, Dalian, and so on, have set up 4S stores that serve the country. This in itself solves the problem of the concept, but at the same time there is still a need to improve service capabilities and levels. problem. In order to transform, it is necessary to change from simply selling products to selling products as well as selling services. From simple manufacturing companies to manufacturing and service-oriented enterprises, industry companies must also make many hard and in-depth efforts.

The Financial Crisis Promotes the Transition In fact, the financial crisis has brought many inspirations to the industry. After the baptism of the financial turmoil, many companies have carried out profound reflections and made corresponding adjustments to future development strategies. From the point of view of the production and management enterprises, they have gradually reached consensus on the transition to integrated service-oriented enterprises.

With the economic development and social progress, customers are increasingly demanding services. The traditional service model has been unable to meet the ever-increasing service demands of customers. The transformation of manufacturing companies to service-oriented enterprises is a trend. In fact, at the beginning of 2009, when the state issued and implemented the “Restructuring and Revitalization Plan for the Equipment Manufacturing Industry”, in order to implement the revitalization plan, the machine tool industry proposed a three-year revitalization target and explicitly mentioned the need to vigorously develop the modern manufacturing service industry. Large-scale machine tool manufacturing enterprises must gradually transform from simple manufacturing to production and service-oriented enterprises, thereby extending the industrial chain and increasing the overall value and benefits of the industry.

For machine tools and tools companies, it is to improve the supply of complete sets of technologies and automated production lines, and strive to cultivate system builders, general contractors, overall solutions and manufacturing expert systems.

Specifically speaking, it is necessary for enterprises to comprehensively improve service quality and scope, and penetrate services into all aspects, including technical consulting, customer training, financial settlement methods, logistics work, product technical services, assisting customers in secondary development, and satisfying customers. Personal needs and so on. At the same time try to do any part of the customer needs, can solve the problem for the customer in the shortest time, maximize the response speed.

It is relatively early for Shenyang Machine Tool Group, the industry's leading enterprise, to change to manufacturing and service-oriented enterprises.

For example, Shenyang Machine Tool Group has taken the lead in establishing a service system that is in line with international standards in China, and is the first in China to use the Call Center system established by modern information technology. Shenyang Machine Tool Group formed a strong customer service center, opened 400 customer service hotlines, unified customer demand information portals, and centralizedly accepted and responded quickly to customer needs. The Group also adopted interdisciplinary technology and application integration to achieve the full integration of customer service hotline systems, customer service business management systems, customer service knowledge base systems, short message service platforms and multimedia data. Up to now, the group's customer service revisiting rate has reached 100%, the response time ratio has reached 97% within 2 hours, and the customer satisfaction rate has increased to 86%.

Recently, the 8th 4S shop of Shenyang Machine Tool Group has also settled in Xi'an. Shenyang Machine Tool Group aims to establish 50 to 70 4S stores in China before 2015.

The combination of core products and services From the perspective of the history of global industrial development, in the early stage of industrialization, manufacturing industry is the main body of the industry; and in the latter half of industrialization, the service industry has gradually become the main body of the industry. Today, machine tool companies in Europe and the United States have entered the "post-industrial era," relying on their advantages in non-manufacturing fields such as brands and services to take advantage of high-end global markets.

At present, China is in the stage of accelerating industrialization to the middle and later stages. If the integration of the service industry and the manufacturing industry cannot be achieved, it will be difficult to raise the level of industrialization and it will be difficult to enhance the international competitiveness. Based on this understanding, the development of service-oriented manufacturing has to a certain extent determined the speed of modernization of China's manufacturing industry.

Machine tool companies create service systems, not only to improve the hardware and management level, but also more important is to improve the quality of marketing and technical service personnel, advocate "customer first" and create the concept of maximum value for customers.

In particular, it is worth mentioning that a key factor in the deep integration of manufacturing and services is that enterprises must have core products or core capabilities. Innovation must be built around core products or core capabilities, combined with service industries, to achieve better results. development of. Only around its core products, customers recognize its overall solution.