hp tooling 2019 #1

cover story Worldwide

cover story Worldwide Premium Service – a standard at Leitz Interview with Karl-Heinz Rosner, head of “Service International” One year ago, Leitz presented a new service concept: “Service at the push of a button”. Under the name LeitzXPress, Leitz customers can now contact their specialist consultant directly at the push of a button and receive the required support within one hour, between 8 a.m. and 5 p.m. After the successful start on the German market, LeitzXPress is now to be launched internationally from spring 2019 on and will complement Leitz’s worldwide service competence. In addition to optimized logistics, which is carried out exclusively by Leitz specialist consultants, the regrinding service is characterized by expert advice and process support for customers. This service is subject to the world’s strictest quality rules throughout the entire machining process. Dr. Dieter Brucklacher International Service and Training Center in Neresheim, Germany The technical control of all Leitz service stations within the Leitz group is carried out at the Neresheim site. There we spoke with Karl-Heinz Rosner, who – as head of “Service International” together with his team – is respons i- ble for the coordination and quality assurance of all Leitz service stations around the globe. What is the easiest way to explain the work of International Service? Neresheim is a fully equipped service center with state-of-the-art machinery for the Leitz Premium service Rosner: Here in Neresheim we combine theory and practice. On the one hand, we have a fully equipped service center with state-of-the-art ma chi nery for our Premium service. This enables us to repair the entire range of tools used in the wood, wood derived panels and plastics industries as well as in the processing industries of the socalled “new materials”. On the other hand, we conduct 12 to 15 training sessions a year here, where the international participants have the op por - tunity to get to know the practical side of service directly on site. In short, Neresheim combines maximum customer proximity and high-tech ser - vices – embedded in a sophisticated logistics concept. This means that Leitz customers always have their resharpened tool in manufacturer quality available at the right time. 6 no. 1, April 2019

cover story Leitz is very mindful that the same standards are implemented in all service stations; everywhere the same machines are being located and the same equipment and resources are being used The Service International team in Neresheim consists of five employees and – supported by competent employees in the 36 national subsidiaries – looks after 120 service stations worldwide. And that with regard to technology, organization and process planning. In this way we ensure that the Leitz standards, developed over the years, are the same all over the world and are successfully applied for our customers. How do you set Leitz standards all over the world? Rosner: We are very mindful that the same standards are implemented in all service stations in order to live up to our – and our customers – claims as a premium manufacturer. The same machines are located everywhere and the same equipment and resources are used; this applies in particular to the grinding wheels and electrodes being used, but also to the corresponding auxiliary and operating materials. An important component for ensuring the Leitz standards is of course the high level of education of our service staff. We are talking here about grinding and eroding specialists for the entire range of workpieces involved. Worldwide standardized processes and procedures form the basis for this. How do you guarantee that? Rosner: Service International manages the entire service station equipment including the machine investments in the service stations, evaluates them technically and coordinates the implementation with the respective national companies. Service International is involved from the budgeting phase through to implementation in the service centers. Through our employee training courses – either at the machine supplier or here in the Dr. Dieter Brucklacher International Service and Training Center, in Neresheim – we ensure that all employees in the service centers around the world master the machines correctly. These training courses are organized centrally in order to ensure continuous education and training. In addition to the training courses, we have sharpening instructions for all products shown on the company intranet. There the products are described, how they work, how they are to be assembled and disassembled. The Leitz employee can find out how to handle a tool professionally, how it must be sharpened on the machine and which rules and quality guidelines apply when sharpening. Leitz is a full-range supplier and because of this our service employees have to prove their skills and know-how everyday no. 1, April 2019 7