Siveco China Customer Satisfaction Survey Report 2015 · SIVECO CHINA CUSTOMER SATISFACTION SURVEY REPORT 2015 2 Key findings by respondent role The survey was sent to several persons

Siveco China Customer Satisfaction Survey Report 2015

THE 2015 CUSTOMER SATISFACTION SURVEY

We are pleased to share the results of our 2015 customer satisfaction survey, with very good results overall and interesting improvement ideas! We would like to thank all the respondents and wish for continuing successful cooperation in 2016! This is the public version of the report - a full report was sent to all Siveco clients.

© Copyright 2016, Siveco China. All rights reserved. No reproduction of any article may be made in whole or in part without the written permission of the copyright holder.

Siveco China Room 7F2, Zao Fong Universe Building

No.1800 Zhong Shan Road (W) Shanghai 200235, P.R. China

T +86 21 6440 3226 | F +86 21 6440 0670 [email protected] | www.sivecochina.com

Table of Contents

THE SURVEY ................................................................................ 1

PROJECT DELIVERY ..................................................................... 3

SUPPORT .................................................................................... 6

PRODUCT.................................................................................... 8

SIVECO NEWSLETTER ................................................................ 10

IMPROVEMENT ACTIONS .......................................................... 11

SIVECO CHINA CUSTOMER SATISFACTION SURVEY REPORT 2015

1

The survey Siveco China conducts a yearly customer satisfaction survey since 2013 as part of the ISO 9001 requirements. For the third edition of this survey, it was decided to cover only customers under support contract in 2015 among the entire Siveco customer base of around 800 client sites.

This chart shows the distribution of respondents by industry.

This year’s response rate was 79%, considered very good by industry standards (this year we chose to keep reminders and follow-up calls at minimum level, which allowed us to run the survey in a shorter time period than previous years).

39%

29%

11%

21%

Industry sectors

Process Manufacturing

Energy and Utilities

Facility Management

Discrete Manufacturing

21%

79%

Response rate

Did not respond

Responded


2

Key findings by respondent role

The survey was sent to several persons in the same company, allowing us to analyze responses by role (management, technical, IT, etc.). Understanding the sometimes conflicting needs of the different roles is a key success factor for Siveco, as the rest of the study shows.

Throughout the survey, respondents at different levels prove to have different concerns:

Satisfaction factors by roles

We noted that the needs of end-users and IT teams were almost totally similar in the survey, reflecting perhaps the view of CMMS as a software rather than as an industrial improvement tool among engineers.

In the following section, we explore responses in more detail for project delivery, support services and products, while always noting differences of perception between the different roles and trying to determine improvement actions.

4%

38%

49%

9%

Positions

Top managers

Maintenance and operation managers

Engineers and system users

IT


3

Project delivery Siveco’s project delivery is unique in our industry, as it combines maintenance consulting services and the use of IT tools to deliver maintenance improvement. This ROI-driven approach tends to be valued by top managers, who usually initiate the project based on their industrial objectives, but is sometimes less understood by end-users and IT. This year again, the survey results reflect this particular challenge we face in our projects to conciliate top management and users’ needs.

23%

27%

32%

32%

68%

68%

59%

64%

0% 20% 40% 60% 80% 100%

It fulfills mycompany's needs

I am satisfied with theimplementation

methodology

He/she perfectlyunderstood my needs

He/she was availablewhen I needed

Satisfaction with project delivery service

StronglyAgree

Agree

Disagree

StronglyDisagree

95%

5%

More training needed

Yes

No

Section

1


4

Detailed analysis shows that the most positive responses come from top managers, the less positive responses from IT and end users. Anecdotal evidence shows that the project objectives, defined with top management, may not be known or understood by end-users and IT, pointing to possible improvement in project communication.

There is overwhelming demand for more training in our projects, which again reflects an end-user request, while top managers on the other end usually require to cut down the number of man days during negotiation, insisting that more work will be done by internal teams. Survey result will help us promote the need for more services during projects.

A comparison of expectations between existing facilities and new-built ones (for which Siveco has a specific approach to build up the plant database and get the maintenance organization ready before startup) shows some differences as expected, but also proves the need for more consulting services.

35%

63%

2%

Very likely Likely Not so likely

How likely are you to choose Siveco again?

38%

60%

2%

Definitely Probably Probably Not

Would you recommend Siveco to your network?

20%

20%

23%

Maintenance and CMMS/EAM audits

Mobile solutions for maintenance

Maintenance consulting

Top 3 customer expectationsfor existing facilities


5

20%

22%

24%

Maintenance consulting

CMMS data preparation

CMMS and mobile solutions

Top 3 customer expectationsfor new facilities

bluebee®cloud bluebee® mobile and tablet Coswin

Find more about Siveco’s software solutions at www.sivecochina.com/en/products


6

Support Most Siveco clients using our IT systems remain under support, either the Enhanced Maintenance Support contract that includes a yearly maintenance audit and monthly follow-up, or Standard Maintenance that combines traditional software support with a user hotline. Over 800 of our clients are located in China and 25 are overseas (15 in Asia, 10 in Africa).

Although satisfaction with support is high, 4% of respondents express different needs that are not normally part of software support contracts and are also not covered by Siveco’s Enhanced Maintenance Support, which is focused on continuous improvement of performance. These needs are further detailed below.

33%

33%

63%

67%

Do you agree that supportservices provided by Siveco

fulfill your needs?

He/She was available when Ineeded

Satisfaction with support services

Strongly Agree

Agree

Disagree

Strongly Disagree

70%

22%

4% 4%

Very satisfactory Reasonable Long Too long

Satisfaction to support response time

24%31% 28%

17%

Bug fixes Guaranteedresponse time

Support hotline Software upgraderights

Most important element of support contract

Section

2


7

The results show strong demand for training (maintenance management, system usage and IT admin) and additional configuration/report development services (i.e. activities normally performed by internal system admin) during the support period. In 2016, the Siveco Customer Support team will work on developing services identified as needed by our customer base, preferably as part of the support service package.

2%

12%

18%

22%

22%

24%

A certain amount of service man.days peryear

Changes in software configuration

Software user training

System admin training

Maintenance consulting and training

Development of new reports

New support service needs

Choose Enhanced Maintenance Support for your CMMS! The Siveco Enhanced Maintenance Support combines traditional software support and Siveco’s maintenance assessment service capability into one annual contract. The objective is to provide a measurable improvement in the utilization of the system, on a year-to-year basis. Benefits include: · Rapid increase in the utilization of the CMMS · Monthly recommendations with remote coaching by Siveco expert · Guaranteed results, measured at the end of the period · Clear value compared to traditional software support contracts

Talk to us at 4006-300-213 or [email protected].

http://www.sivecochina.com/en/services/enhanced-support/






8

Product Siveco’s products include the CMMS Coswin (our China clients are using either Coswin 7i or the newer Coswin 8i), the multisite FM platform bluebee® cloud and the mobile solution bluebee®, as well as additional tools (for reporting, data migration, interfacing etc.).

Customers’ satisfaction with their product is shown below:

As experienced by customers that have already upgraded to Coswin 8i (a major technological upgrade although functionally and in its concept Coswin remains the same), many of the problems encountered using Coswin 7i are eliminated in the new version. These include problems caused by Java (statistically a very large percentage of our support calls, although technically not a Siveco problem), totally eliminated in Coswin 8i as it does not use Java.

From the chart above, we see more customers are choosing Siveco’s mobile

solution bluebee® to improve onsite work and to allow technicians to access the

54%

10%

5%

31%

Solution used

Coswin 7i alone

Coswin 8i alone

bluebee®cloud

Coswin 7i/8i+bluebee®

23%

9%

27%

23%

68%

68%

59%

59%

It fulfills my company's needs

It makes users' job easierthan before

It allows users to performmore tasks

It is user-friendly

Satisfaction to product

Strongly Agree

Agree

Disagree

Strongly Disagree

Section

3


9

system without going back to the office. Further usability enhancements of bluebee® will be released during 2016, making use of the latest technologies.

During 2015, some of the early users of new bluebee® versions and more particularly clients with specific needs that required customized software development (for example: production reporting, data synchronization by USB cable, support for mobile hardware not in Siveco’s recommended list) have experience teething problems. These have proven frustrating, especially for end-users that may consider than mobile apps should always work, based on their personal experience with consumer apps. Most specific problems have been resolved during 2015 and the bluebee® apps will be further stabilized during 2016, benefiting from the already large user base.

Response to this question about RFID tags (which also applies to QR-coded tags to a large extent) shows the top concern remains how to ensure that preventive work is actually done, followed by the need to manage the inspection process. Both have been the main focus of Siveco since the bluebee® development was started in 2008. It is noted however that asset and parts identification are also listed as key areas that can benefit from RFID tags: asset identification is fully supported by bluebee® but has not been our commercial focus; spare parts identification however was not previously addressed by bluebee®. It may be included in the product roadmap for 2016, based on further discussions with interested clients.

35%

19%17%

29%

Ensure execution ofpreventive actions

Identify assets Identify spare parts Support theinspection process

Do you think the use of RFID tags can help maintenance?


10

Siveco newsletter Finally a question was asked about the “Maintenance in China” newsletter, showed that more than 80% of our customers were interested.

We see that readers in top management positions and maintenance experts are in general more interested in the Siveco newsletter than engineers or IT. This perhaps reflects the newsletter current focus on improvement topics rather than pure technical issues.

81%

19%

Opinion on the monthly newsletter

Interesting

Not interesting

Section

4

Subscribe to Maintenance in China Newsletter at newsletter.sivecochina.com

http://newsletter.sivecochina.com/en/foreword/on_the_road_to_maintenance_4_0_ten_years_of_siveco_china_customers_stories/

http://newsletter.sivecochina.com/en/


11

Improvement actions The purpose of the survey is to constantly improve our customer service. As a result of this survey, immediate actions have been taken to contact clients in need of specific support. This survey report is also sent to all customers.

Improvement actions for 2016 were also defined based on our findings and will be managed by our Customer Service team as part of the company’s quality management process. These actions include:

Project delivery

- Improve the project management procedures (part of Siveco’s ISO 9001 Quality Management System) to cover top management, operation & maintenance management, end-users and IT needs at key step in the project: presales, handover from sales to project, kick-off, etc. all the way to handover to support. This includes ensuring customers’ awareness of the different levels of needs. Ensure project Steering Committee meetings are held regularly, with all stakeholders.

- Owner: Project Delivery Department.

- Status: Already ongoing, this action will be finalized after Siveco China’s annual ISO 9001 audit in March 2016.

- During the sales phase, propose more training and coaching to customers as part of the project, using this survey’s findings to prove the importance of such training. Develop standard training programs for different stakeholders, based on existing Siveco offering (for example the 5-day maintenance management program offered as a custom training package to large multisite clients or the various Reports Development training programs). Specifically the commercial aspects will be improved to ensure customers understand the value of such training and obtain necessary budgets.

- Owner: Project Delivery Department, with support from Sales.

- Status: Started, this action will be finalized after Siveco China’s annual ISO 9001 audit in March 2016.

Support

- Reinforcement of the support team to ensure speedier service. With 5 full-time staff, Siveco China support team is already the largest by far among CMMS suppliers in China; in line with the growth of our client base, we are planning to hire 1-2 more support staff this year. At the same time, the link between support and the R&D teams in China

Section

5


12

(bluebee®) and France (Coswin) is a critical factor in response time: this will be further improved through regular exchange meetings and internal training, including regular meetings (remote and face-to-face) with the French support team for Coswin. This will impact support both ways: by helping R&D and French support to better understand local support needs; and by increasing knowledge of the China support team.

- Owner: Customer Support Department

- Status: to be launched after March 2016

- Offer additional value-added training service to customers under support, in the form of regular training programs and seminars, as well as sharing sessions at the Siveco office. This will start during Q2 with companies under Enhanced Support contract and those who responded to this 2015 survey. We will ensure the needs of IT, end-users, department managers and top managers are all covered during each year.



- Propose new services, which are not normally part of support contracts, as listed in the survey responses, mostly in the form of additional training and activities such as report development, configuration changes, etc. Such services were already available on a customer-specific basis, discussed case by case. Support and Sales team will work together with target customers that have clearly expressed such needs, to finalize our offering in the form of standard packages.



- Define communication and management procedures to ensure that the needs of top management, operation & maintenance management, end-users and IT are covered during the support phase (see similar action on project delivery). This more particularly affects clients under “Enhanced Support” where IT and end-users may not understand the yearly assessment and monthly follow-up process based on long-term improvement defined with top management.




13

Product

- Improve reliability of new products through testing. Existing products are now mostly stabilized with a very large client base. During 2015, the small part of our product development that was outsourced to a third-party supplier was progressively taken back in-house, resulting in better product quality and robustness; in 2016, Siveco will continue to develop its products in-house without involvement of third-party providers. Although it is normal that new (or customized) products experience teething problems, Siveco will reinforce its testing team with one new hire during 2016 and new testing software, with a focus on throughout testing of new products.

- Owner: Product Department

- Status: to be launched after March, 2016

- Reduce customization in projects, as custom development is a major contributor to problems in projects and often turns out not to be needed. This is especially true now that most Siveco products are very mature functionally. Siveco will strive to eliminate custom development in two ways: 1. Improved configurability of bluebee® (no major functional enhancements in 2016, focus on usability and configurability), while bluebee® cloud and Coswin are already extremely configurable already eliminating the need for customization; and 2. Sales and presales effort to convince customers that specific development is not needed; in case custom development is still required, a specific support program should be defined with customer, taking into account the fact that custom developments may be less reliable.

- Owner: Product Department

- Status: to be launched after March, 2016

- Products improvement focused on usability and user-friendliness. These include improvements already launched during 2015:

- bluebee® app using Bluetooth Beacon (suitable for most Android devices) to filter data automatically (for example inspection list) based on location. Status: released, not delivered to any client yet.

- bluebee® on Wechat to create Job Requests by scanning asset code. Status: under testing phase.


14

- Specific usability features on bluebee® app (Android), for example parent-children equipment and spare parts can be seen in the app. Status: released to clients.

- Standard integration of bluebee® cloud and Coswin with 3D BIM/plant models. Status: released for bluebee® cloud with CADMATIC and REVIT; under development for Coswin 8i and the same 3D products.

- Most other demands in terms of usability were related to Coswin 7i and are already addressed in Coswin 8i. Customers are welcome to upgrade (major upgrade requiring consulting services, but no new license fee for clients under support contract).

- Owner: Product Department (Support Department for Coswin 8i upgrades)

- Status: ongoing at various stages

We will update our customers regularly as we progress with these improvement actions and welcome questions on the above.


15

Thank you!

In conclusion, the results of the 2015 Customer Satisfaction Survey are very satisfying and have helped us identify improvement areas. We hope the improvement actions will benefit all our customers in 2016.

The survey shows that Siveco China continuing emphasis on maintenance improvement and consulting services corresponds to our clients’ needs. As years pass, we see that customers who initially rejected such services (usually for cost reasons) are the first to emphasize their need today.

Finally, it becomes clear that most customers expect additional end-user or IT support services such as report development, additional training, onsite service days, etc. usually not included in support contracts. Siveco will put more attention on proposing such services in 2016.

On behalf of the entire Siveco team, we would like to thank all respondents and all our customers for their trust and friendly cooperation over the years.

The Siveco China Customer Support Team Contact us at [email protected]

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Talk to us at 4006-300-213 or [email protected].

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Maintenance 4.0

Room 7F2, Zao Fong Universe BuildingNo.1800 Zhong Shan Road (W)Shanghai, ChinaTel: +86 4006 300 213Fax: +86 (21) 6440 0670Email: [email protected]

Based on a long experience of “maintenance with Chinese characteristics”, Siveco has developed a unique approach combining maintenance consulting and software tools. While the Chinese market has historically been plagued by IT suppliers without understanding of industrial reality, Siveco is run by maintenance people for maintenance people, focusing on obtaining rapid and sustainable improvement.

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Welcome to Maintenance 4.0The world has known three industrial revolutions and the fourth one is well on its way. Dubbed Industry 4.0, it promotes increased computerization and integration of industrial systems. Maintenance lies at the core of this fourth industrial revolution. Siveco China, founded in 2004, is the country’s largest maintenance consultancy and a pioneer in the development of Maintenance 4.0 technologies, with a focus on mobile solutions “for the worker of tomorrow”. Rather than replicating a western model, as previous Industrial IT initiatives have done, Siveco is designing new solutions to address the needs of maintenance "with Chinese characteristics".

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Siveco China Customer Satisfaction Survey Report 2015 · SIVECO CHINA CUSTOMER SATISFACTION SURVEY REPORT 2015 2 Key findings by respondent role The survey was sent to several persons