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Home- Internal process optimization significantly improves the maintenance completion rate.
KWT was founded in 1997 and has been a leading manufacturer of packaging machinery. Over the years, we have consistently delivered innovative manufacturing technologies in automatic bottle unscramblers, leak detectors, filling machines, capping machines, and labelers, thanks to our cutting-edge technology and a strong, excellent research and development team. From design to production, we are committed to providing efficient solutions to customers.
In addition to maintaining high growth, quality, and reputation in the packaging industry, in recent years, KWT has been actively expanding its presence into various production lines, integrating chemical products, lubricants, household items, food, and pharmaceuticals.
"Customer First, Quality First" has been KWT's long-term development strategy. With offices in Mainland China, Vietnam, the Middle East, and other locations, we provide global customers with real-time business and technical services. Shifting from a product-oriented approach to a customer-oriented focus, KWT is dedicated to offering customers high-value innovative product portfolios. We are flexible in adjusting and developing various application products to ensure the strong competitiveness of our customer service.
KWT upholds a spirit of continuous innovation and pursuit of excellence, seeking breakthroughs in the technological aspects of existing products to enhance industry competitiveness. The core products of KWT include labelers, filling machines, and capping machines. Leveraging the experience and competitiveness gained from the research, development, and manufacturing technologies of these products, KWT invests in the development of new products. Our goal is to offer customers more competitive and reliable packaging solutions.
- Comprehensively recording customer maintenance information to enhance internal management mechanisms.
Each customer's maintenance record is a vital asset for the company. Every contact person needs to maintain complete documentation, ensuring efficient access to information in the future. The importance of systematization arises from this need. The differentiation of solution evaluation is divided into the following aspects:
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Thoroughly resolving the issue of "incomplete product maintenance history".
In the past, after completing maintenance tasks, the maintenance personnel followed company regulations and recorded various maintenance details on relevant paper forms. However, due to the manual nature of paper-based recording, it resulted in insufficient convenience for data retrieval and posed challenges for data consolidation and analysis afterward. This not only hindered the transformation of 'data' into 'information' but also hindered the transmission of the master's maintenance experience, affecting the dissemination and sharing of "customer knowledge." Choosing a system that aligns with the overall maintenance framework and information analysis has become an urgent necessity. As a result, iTEC ERP's maintenance management and BI analysis were developed to address these challenges.
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Transparent management of all maintenance processes.
Before implementing iTEC ERP's maintenance management, there was no system in place to report the expected and actual work schedules of maintenance personnel. Additionally, there was no efficient method to track and calculate maintenance hours and distances covered during repairs. As a result, managing the schedules of maintenance personnel became challenging, and it was difficult to ascertain their workload, leading to difficulties in task assignments for supervisors.
With iTEC ERP's maintenance dispatch operation, the working hours of maintenance personnel and the mileage of company cars can be more effectively recorded and managed. This resolves the previous challenges of non-transparent and non-analytical itinerary management.
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Analysis of maintenance reasons and management mechanism for parts replacement.
The statistics of parts replacement and analysis of causes of malfunction are crucial aspects of maintenance work. However, the inability to track the life span of maintenance parts has an impact on the optimization process of products and the management of parts inventory. The R&D department also faces challenges in obtaining maintenance statistics, analysis, and rankings promptly. From a financial perspective, it also affects the timeliness of generating maintenance cost-related income statements.
Through iTEC ERP's maintenance dispatching operation, the recording and management of the types of parts replacements and causes of malfunction, along with the analysis of warranty and non-warranty maintenance costs, are accomplished. The comprehensive recording and integration functions enable rapid analysis and improvement of products in the R&D department and ensure timely financial reporting, creating a win-win situation for both aspects.
- Through internal process optimization, creating higher customer service value.
Ms. Xiao, the owner, expressed that in the past when it came to querying customer-related maintenance records, they always had to rummage through files and search everywhere for historical maintenance data. Supervisors often had to rely on their assistants to obtain a single piece of maintenance information, leading to a significant waste of time in searching and communication, and increasing the workload on personnel.
After going live for several months and undergoing multiple reviews and adjustments, the performance of the implemented maintenance management system has gradually shown positive results. By reorganizing the process of accepting cases, assistants now directly create maintenance records in iTEC ERP, and after printing them out, supervisors assign the maintenance tasks based on regions and maintenance personnel. When the maintenance personnel complete their work and return to the company, they fill in the hours and mileage spent on the maintenance. Through a comprehensive system for documentation, the previous challenge of information flow has been resolved. The most significant benefit of systematization is transforming all maintenance data into after-sales maintenance statistical analysis. Various information and data are subject to quantitative and dimensional BI analysis based on demand. Supervisors can access maintenance personnel's performance metrics, causes analysis of machine malfunction, consumption of maintenance parts, and related costs at any time. The efficient analysis helps the company make accurate decisions, creating higher service value for both KWT and its customers.
- Complete maintenance records, earning high recognition from customers.
Do not underestimate the importance of customer maintenance records. Ms. Xiao expressed that it is crucial to thoroughly document the issues we have assisted customers with and the services provided. These records represent multifaceted implications and hold significant value. For instance, when negotiating new business opportunities with existing clients, we often encounter their doubts about what issues KWT has resolved and what services we have provided during warranty maintenance. In such situations, if we can present a comprehensive service record for the entire year to the client, they will highly appreciate the detailed machine maintenance history, which significantly boosts their confidence and trust in us. This, in turn, greatly improves our sales success rate.
From another perspective, through comprehensive logging of maintenance records, all causes of malfunction, how they were resolved, and parts replacement, are documented. This indicates that only KWT truly understands the nature of this machine, thereby increasing KWT's irreplaceable value to the customer and establishing a strong foothold for cultivating long-term relationships with customers.
- Significantly increase the maintenance completion rate by 10%.
Speaking of the benefits of system implementation, the most significant one is the notable increase in maintenance completion rate. After introducing maintenance management and integrating it with the aforementioned processes and iTEC ERP for managing the extension and termination of maintenance warranties, the completion rate has improved significantly. Starting from July 2018, it rose from an initial 65% to 75% by December, representing an approximately 10% increase. This improvement not only reduced the number of trips and increased the productivity of maintenance personnel but also brought significant progress and contributions to the maintenance unit and the company as a whole.
- Customized services lead to greater customer satisfaction among target customers.
When it comes to KWT's customer relationship management, what is the next goal in the future? Ms. Xiao expressed that the goal is to create higher customer satisfaction. And when talking about satisfaction, the core is the spirit of "turning passive into proactive." The starting point is to be "proactively caring and proactively maintaining." "Proactively caring" means actively following up with customers during the first three months after sales, and providing various usage suggestions and important operation reminders to create service value.
To initiate "proactive maintenance," it is essential to utilize the integrated functions of maintenance management, pre-scheduling each maintenance plan for the technicians. By proactively caring for and assisting customers in arranging machine repairs, KWT can gain insights into their machine usage and operational habits. This helps provide relevant technical guidance, strengthen customer relationships, and uncover additional needs and business opportunities. KWT emphasizes the continuous pursuit of tracking customer service satisfaction, aiming for perfection with every interaction. By consistently striving for excellence, the company can propel itself forward and leverage positive word-of-mouth referrals from satisfied customers. This continuous mutual influence between KWEITE and its customers results in significant positive benefits.
KWT has been using the DATAWIN Expert system for many years, and the successful implementation of iTEC ERP reflects its high applicability. The integration of maintenance management through iTEC ERP further maximizes the effectiveness of the ERP system, just as customers trust KWT. As KWT continues to grow and develop, iTEC ERP will continue to provide even more excellent product and service quality, working hand in hand to embrace the future and create a brighter brand value together.
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