The lack of service consciousness in the development of service-oriented machine tool manufacturing is the biggest obstacle

For the machine tool industry, the development of service-oriented manufacturing industry is getting more and more attention and attention. However, at present, the service awareness and capability of China's machine tools and tools enterprises still appear to be insufficient, and it has become the biggest obstacle to the development of service-oriented manufacturing.

Some well-known domestic machine tool manufacturers have once faced a crisis of returns due to various reasons, among which are due to delays in delivery and frequent occurrence of debugging errors. Although the settlement was reached through negotiations with customers in the end, the insufficiency of services reflected by similar incidents is still worthy of consideration by all domestic machine tool manufacturers.

Service to create a competitive advantage

The quality of a machine tool depends on three indicators: quality, service and price. The advantages of domestic machine tools are mainly concentrated on the price, and some products are as low as 50% to 70% of similar products in Germany. With the increase in labor and raw material costs, the low-cost advantage of domestic machine tools is weakening. In order to enhance international competitiveness, it is obvious that we cannot just fight prices, but we must also pay attention to the improvement of quality and service.

"Smiling Curve" theory tells us that under the guidance of the concept of value-added, the enterprise body can only continue to move toward the high value-added block and positioning can be sustainable development and sustainable development - should develop towards both ends of the smile curve On the left, R & D to strengthen the creation of intellectual property rights, on the right to strengthen customer-oriented marketing and services. This theory also has certain reference significance for the machine tool industry that belongs to the equipment manufacturing industry.

In recent years, domestic machine tools and tools companies have no shortage of examples in improving after-sales service. Shaanxi Qinchuan Machinery Development Co., Ltd. (hereinafter referred to as "Qinchuan Machine Tool") had received a thank-you letter from Chongqing Gearbox Co., Ltd. (hereinafter referred to as "Chongqing Gear"). The contents of the letter are as follows: After Chongqing Gear bought a gantry type turning and milling compound machining center from Qinchuan Machine Tool, it encountered a number of critical problems in the processing of military key parts - the short processing cycle and the demanding processing precision. Qinchuan Machine Tool Co., Ltd. dispatched engineers to the site immediately after learning of the incident, refined the geometric accuracy of the equipment based on the requirements of the original technical agreement, and proposed some reliable processing methods in the machining process. It worked on the site for up to ten times a day. For a few hours, even the mid-autumn reunion with the family was missed, and parts were finally processed in a satisfactory manner.

In addition, Shenyang Machine Tools learns from the overseas advanced machine tool marketing model to open 4S stores, not only limited to selling products, but dares to extend to the upstream and downstream of the industrial chain and begin to “sell service”, and it is also a machine tool company to carry out cross-industry learning and exploration to enhance services. A positive example of competence. Shenyang Machine Tool Co., Ltd. unified the various work systems and standardized service processes for 4S stores, and set up all spare parts libraries, arrived at the production site 24 hours, and solved problems in 48 hours. These practices have enabled Shenyang Machine Tool's products to be closer to end-users and improved its ability to respond quickly to the market. In the long run, these services will win more customers while gaining credibility and reputation for the company.

What are foreign colleagues doing?

Today's manufacturing "services" are not limited to simple "pre-sale consultation" and "after-sales service", but extended to "product life cycle services." As an example, the SKF status detection system in Sweden can collect data continuously and at regular intervals, and conduct trend analysis. The corresponding observation support software can simulate the production of its products in accordance with this trend. How long to reach the end of life in the future. For the factory, data support for product replacement and repair can be obtained from this, and the transition from traditional aftercare and regular maintenance to predictive maintenance can be completed. This is a kind of "product life cycle service" - to provide customers with inspection and measurement services throughout the product life cycle. For products such as machine tools that last 10 to 20 years, "product life cycle service" is particularly important.

In addition, the completion of purely “machine tool manufacturers” to “integrated solution providers” is also an inherent requirement for improving services. The machine tool companies in developed capitalist countries in the United States, Japan, and Western Europe have already adopted “technical and service operators” one after another. Its own goal and positioning. The leading foreign machine tool manufacturers are using various new forms, methods and means to expand their competition from products to service competitions, in order to strengthen the contact and communication with customers, and strive for more customers and create more customers for the content and quality of services. More value in order to gain greater market share and higher profits. In the large-scale complete sets of processing equipment and engineering services, flexible production lines, personalized customization popular today, domestic machine tools and tools companies need to learn from foreign counterparts there are many.

The machine tool industry conforms to the development trend of the global manufacturing industry. Drawing on the experience of Western developed countries, the emphasis on the development of service-oriented manufacturing industry has long been a trend. For the domestic machine tools and tools companies, while drawing on the successful experience of foreign counterparts, it is imperative to fundamentally establish a good sense of service and customer-orientation, otherwise, no matter how to improve the service content, it may have little effect.