Volume 40. June 2012down.sanygroup.com/files/20120702113254330.pdf · 2012-07-02 · ay 29 th to June 2 nd, CTT 2012 was held at Crocus Expo International Exhibition Center of Moscow

Editor-in-Chief: Zhang Zhongke Deputy-Editor-in-Chief: Wang Zhenyi Contributors: Xiao Tingting, Wu Chengyue, Cui Ke, Liu Hui , Cao Lina, Chief Designer: Cao Lina Chief Translator: Xu Qingqing , Liu Hui

Volume 40. June 2012

www.sanygroup.com

Sany Worldwide

Sany Invests over ¥10 Billion to Build Large-sized Port Machinery in Zhuhai

Over ¥ Billion turnover realized in Road Show

NEWS • Sany Group Invests over 10 Billion RMB to Build Large-sized Port Machinery in Zhuhai _06• Sany’s Lean Production Team Visited Putzmeister’s Workshop _08• Total Turnover of More than 6 Billion RMB realized in the Road Show of Sany Heavy Industry and Putzmeister _10• Sany Heavy Industry at CTT 2012 in Russia _11• The World’s Largest Petroleum Production Company Visits Sany _12• Former President of Vietnam Tran Duc Luong Visited Lingang Industrial Park _13• Top List in the World _14

TECHNOLOGY• Trouble-shooting Cases _16

SERVICE• Quality Changes the World, Service Creates Value_19

CUSTOMER RELATIONSHIP• Global Call Center at Your side _25

DEALERSHIP DEVELOPMENT• Help Dealers Succeed _27

WORLD• The Real Leadership Lessons of Steve Jobs II _28

CONTENTS

MORE MAGAZINES : www.sanygroup.com

SANY NEWS

This May, Sany Port Machinery successfully stood out of many well-known competitors to win the purchase bidding of Turkish State Railways Administration for four rubber-tyred container gantry cranes (RTGs). The five-million USD order is the first large overseas sales since the establishment of

Sany Port Machinery.It is worth noting that the four RTGs will be manufactured at Zhuhai Manufacturing Base of Sany Marine Heavy Industry. They will be delivered to Turkish State Railways Administration this year. In other words, port machinery made in Zhuhai will be advanced to overseas soon.

Sales revenue of the transitional base is expected to reach 1 billion RMB this yearIn November 2012, Sany Group signed an agreement with Zhuhai Municipal Government, investing over ten billion RMB to build a manufacturing industrial park for port, marine engineering and ship building machinery. Before the project land is delivered, Sany has taken 9 months and invested 200 million RMB to establish a transitional base of 100,000m2 with borrowed land.

Sany Group Invests over 10 Billion RMB to Build Large-sized Port Machinery in Zhuhai

06Sany Worldwide_ Jun_2012

1

NEWS / SANY

It is reported that two portal slewing cranes has just sent to Shanghai Port by sea. “The orders in progress amount to nearly 300 million RMB and an order of 200 million will be placed soon,” GM Assistant of Sany Marine Heavy Industry Tang Xiujun told the reporter. The sales revenue of the transitional base is expected to reach 1 billion RMB this year.Sany Marine Heavy Industrial Park project officially broke ground this April. The annual production value can reach 5 billion RMB in 2013 and 30 billion RMB in five years. It will become the backbone of Zhuhai as the world-class center for ship and marine engineering equipment manufacturing.

Global R&D and manufacturing centerThe Research Institute of Sany Marine Heavy Industry is located in the previous Jinwan Science Building. Since it was founded last July, it has drawn more and more experts experienced in port machinery and ship engineering design. Up to now, there is more than 100 staff at the Institute, 80% of which have postgraduate or higher degrees.

Technological strengthThe transitional base has imported advance equipment such as fine plasma cutting machine, double-sided digital horizontal milling & boring machine and flame robot. The monthly capacity has been raised to 8 yard cranes or 5 portal cranes. The digitalization and intelligence of the workshop will reach first-class level after the main base is put into use.Currently, the large-sized port machinery department of the Research Institute is closely cooperating with the transitional base for technological support to large-sized port machinery “made by order”. The Research Institute is also carrying out preliminary design and development of engineering ship and marine engineering equipment together with its counterparts in Shanghai and America.

(Sany Group)


Sany’s Lean Production Team Visited Putzmeister’s Workshop

2

On Apr 23rd, the six of us from lean production team visited Putzmeister’s workshop. Once we entered Putzmeister’s workshop which produces concrete pump booms, our travel fatigue is allayed instantly as the workshop in front of us will probably provide answers to questions long asked by

Sany.

Firstly, we arrived at the materials area. As Putzmeister has no workshop for blanking, all the plates are shot blasted and cut by the suppliers. The smooth and rustless plate left a deep impression on us.Entering the welding area, we came to understand why Putzmeister is able to realize “machining before welding”. It is widely known that Sany adopts the technological route of “welding before machining”, meaning the booms need to be processed by large machining equipment to reach the designed size. The realization of “machining before welding” in Sany will not only save a great deal of equipment investment but also significantly decrease tact time of boom.

Before there was time for us to say admiringly how skilled Putzmeister is in controlling welding deformation, Deputy Director Junqiang Guangen had been looking for key controlling point. Just after a while, the key points including hydraulic assembly tooling, widely used welding support, specialized steel spreader and standardized starting weld tab were found out. Standing in front of the magnetic welding support, he said to the technical manager “amazing”. On the basis of common support, it is unique that magnet is installed on it. As a result, the supporting area increases; moreover, the magnet can adhere to the tooling automatically without moving and it’s easy to be taken down.

The worker is cleansing the boom before painting.

SANY / NEWS



NEWS / SANY

At the waiting zone, a plastic tube hanging on the boom attracts our attention. It’s 20cm long and 5cm thick and has a piece of paper of A4 size inside. According to the technical personnel, as the boom moves at the production line, the key parameters of every procedure are recorded at the sheet. “It can save time in inquiring parameters of the previous procedures and effectively guarantees the completeness of original records,” said Chen Changqing, Head of Sany’s Manufacturing Management Department.

At the surface processing and coating zone, Junqiang Guangen studied Putzmeister ’s spreader management carefully and said, “The carefully and adequately softened spreaders significantly decrease the possibility of being hurt by paint film.”

After our visit, Junqiang Guangen brought away two special gifts: magnetic welding support and plastic tube used for holding quality recording sheet. To sum up, he said, “The combination of continuous improvement in manufacturing process, accumulation of technical know-how, standardized operation and proficient operators is the foundation of Putzmeister to manufacture high-quality booms. We still have a lot to improve in the above aspects.”

(Sany Group)

June 14th 2012, the global top brand of concrete machinery Putzmeister appeared in Hunan Stop of Sany Heavy Industry Road Show 2012. Starting from February 18th 2012 in Nanjing, the Road Show has had 26 stops and tens of thousands of customers have participated. Up to now, the on-site

turnover has exceeded six billion RMB, among which Xinjiang Stop totals 700 million RMB, creating a top record for regional exhibition turnover of Chinese construction machinery.

Sany and Putzmeister signed the acquisition agreement this January. The deal was closed on April 17th and Putmeister has thus become a member of a Chinese construction enterprise with absolute global advantages.At Hunan Stop, Sany Heavy Industry shared the experience of the acquisition of Putzmeister and looked into the future of mutual cooperation. From this year on, the No. 1 of global sales of construction machinery Sany Heavy Industry and global leader in concrete pump truck R&D and manufacturing Putzmeister will join hands to promote products “Made in China” to every corner of the world.

At the exhibition site, customers were also able to operate machines of Sany and Putzmeister themselves to experience the advanced technologies and high quality of Sany products.

(Sany Group)


SANY / NEWS

Total Turnover of More than 6 Billion RMB realized in the Road Show of Sany Heavy Industry and Putzmeister

3


May 29th to June 2nd, CTT 2012 was held at Crocus Expo International Exhibition Center of Moscow. As the largest construction and engineering machinery exhibition in Russia, Central Asia and Eastern Europe, it provides a good platform for global construction machinery and equipment

manufacturers to enter into the region. The CTT this year is jointly hosted by MEDIA GLOBE Group, IMAG of Messe München International, CECE and AEM. Meanwhile, Conexpo Russia held by AEM every September will be merged with CTT from this year on, which will bring CTT to a new height.

The total exhibition area this year reaches 124,000m2, 68% larger than last year. 911 exhibitors from Eurasian continent and North America have participated, 15.3% more than last year. 30 out of the global top 50 construction machinery manufacturers were present at this exhibition. Chinese construction machinery manufacturers including Sany Heavy Industry, XCMG, Zoomlion, Liugong, Shantui, XGMA, Foton and Lonking played active roles to compete with first-class brands such as Komatsu, Liebherr, JCB and Volvo.

Sany Heavy Industry took part in the exhibition together with its dealers RTC and PSK. The 456m2 booth is located in F-6/1 Area, next to the northwest main road. There were two reception counters of the dealers. The ground floor highlighted the signs of Sany and the two dealers. Six machines were exhibited, including two rotary drilling rigs and a stationary concrete pump.

During the exhibition, Sany and RTC held a promotional presentation for pile driving machinery, during which around 900,000 USD intentional orders of rotary drilling rig were made.

(Sany Group)

Sany Heavy Industry at CTT 2012 in Russia

4NEWS / SANY


SANY / NEWS

The World’s Largest Petroleum Production Company Visits Sany

5

May 14th, guests from National Petroleum Services Company (NPS) of Saudi Arabia arrived at Sany Mobile Crane Industrial Park. With a history of 65 years and the world’s largest onshore and off-shore oil field, NPS is ranked as the largest petroleum production company and the sixth largest

petroleum refinery company in the world. It is mainly engaged in petroleum exploration, development, production, refinery, transportation and sales.

On nine o’clock, two senior experts from NPS officially started their visit to Sany Mobile Crane. They first went to the digital workshop of vehicle assembly to learn the whole process of production and quality control system. Both guests gave their thumb-ups to the clean and tidy assembly line with precise assembly techniques and strict 6S management.

During the discussion later on, GM of Sany Mobile Crane Qi Jian introduced Sany Group’s development, corporate culture and international certifications its mobile cranes have passed. Having known that it has only taken about 20 years for the Group and eight years for Sany Mobile Crane to achieve such remarkable performance today, the guests expressed their appreciation and strong interest in the brand and the products. They hope that they could see more and more Sany products in Saudi Arabia contributing to their petroleum industry and national construction.

(Sany Group)


NEWS / SANY

On June 12th 2012, former President of Vietnam Tran Duc Luong visited Lingang Industrial Park accompanied by former Chinese Ambassador in Vietnam Qi Jian-guo. VP of Sany Group and GM of Sany Heavy Machinery Yu Hongfu received Mr. Luong and showed him around the general

assembly workshop of excavators.

Tran Duc Luong joined the Communist Party of Vietnam in 1959, and became a functionary of the party in the 1970s. In 1987, he became deputy prime minister. Member of the Politburo since June 1996, he was elected president on September 24th 1997, and re-elected in 2002. On June 24th 2006, he announced his resignation.

From left to right:

Cui Yongqian, Deputy GM of Sany Heavy Industry and former Chinese Ambassador to Central Africa & Congo;

Zhu Dacheng, Deputy General Manager of Sany Heavy Machinery;

Tran Duc Luong, former President of Vietnam;

Yu Hongfu, VP of Sany Group and GM of Sany Heavy Machinery;

Qi Jian-guo, former Chinese Ambassador in Vietnam.

(Sany Group)

Former President of Vietnam Tran Duc Luong Visited Lingang Industrial Park

6

Top List in the WorldNow, not only futurologists are predicting the future. Smart investors are fond of doing the same. The financial date won’t be the only basis of prediction and the major trends will be taken into account as more important judgment factors. Business Insider recently released “THE GLOBAL 20: The Big Trends That Are Changing the World” to show investor's guide to the next decade. The followings are the top ten trends:

01. The US Energy BoomThe energy productivity of US is increasing startlingly and the country could halve i ts rel iance on total energy imports by 2035 under the best scenarios.

02. End of the Big Box Retailer With the emergence of electronic distributor giants like Amazon and flash sale sites which will realize USD 6 billion sales amount in 2015, the success of large-scale retailers won’t last long.

03. A Limited Food SupplyApart from global population increase and global warming which leads to drought and output reduction, rise of oil price also contributes to food supply scarcity as it increases the energy and fertilizer cost of modern agriculture.

04. The Growth of Big DataBig Data, along with labor and capital, has swept into every industry and business. By 2015, market scale of big data will reach USD 16.9 billion.

05. The Central Bank HangoverThe continued quantitative easing policies of central banks are not able to be as effective any more. In order t o avo id d i sas t rous economic outcome, the next steps of central banks are essential.

06. Unmanned WarThe US will increase its investments in unmanned aircraft by 90 percent over the next decade. When other countries are upgrading their forces, the earlier US enters the fields of unmanned war and electronic warfare the more advantages it will have.

07. China AgesAs China’s population ages, starting from 2015, China will lose 36 million people from its workforce over the next decade and a half. On the other hand, it will boost the medical and healthcare industry.

08. For-profit EducationUnemployment crisis caused by financial turmoil provides growth space for for-profit education: When

people cannot find a job, they tend to go back to school to re-educate themselves or even change their major.

09. The Mobile RevolutionInternet-connected smartphones are b e c o m i n g t h e m o s t i m p o r t a n t computing platform. The replacement o f r e g u l a r c e l l p h o n e s w i t h smartphones is only just beginning globally.

10. Commodity RushI n c r e a s i n g c o m p e t i t i o n f o r commodities could be a source of conflict. China is betting on investing heavily in renewable technology.

(The content is translated and adapted from the

2012 issue of CBNweekly. )

7


SANY / NEWS

NEWS / SANY



SANY TECHNOLOGY

■ Odometer of crane not working ■ Speed cannot rise automatically during pumping

TROUBLE-SHOOTING

CASES


■ Odometer of crane not working Phenomenon: Odometer of crane not working, the number ind ica t ing the d is tance travelled is always shown as “1”.

Analysis:1) Check whether the needle of odometer can rotate.2) There may be a t ransmission problem with the odometer sensor and chassis wiring.3) Check whether chassis wires and cab wires are correctly connected.4) Check i f Odometer sensor is damaged.

Trouble-shooting:1) Take out the odometer sensor from back -upper o f gearbox w i thou t disconnecting the three-hole plug connector for butt-connecting the sensor and chassis wiring.

2) Put a blade screw driver into slot of the odometer, rotate it clockwise fast and see if needle of the odometer can be pointed to 5-8KM/H. I f i t can, probably the problem lies in the fact that the output shaft of the odometer sensor of gearbox cannot rotate.

3) Disconnect the plug connector connecting the odometer sensor and chassis wiring, measure voltage of the t h r e e w i r e s o f t h e t h r e e - h o l e connector: if the voltage between wire

90 (brown) and E03 (ground wire) is about 14V, and the voltage between signal wire 206 and ground wire is 9V, there is no problem with transmission between cab wiring and chassis wiring. Output o f odometer is in normal condition.

4) If an abnormality occurs, open the

maintenance bin for co-pilot’s cab and check if wires No. 206 and No. 90 of the 16-core connector (as shown in the picture below) for chassis wiring and cab wiring are correctly connected.

TECHNOLOGY / SANY

5) If the third-step inspection reveals that the voltage is normal, it means the odometer sensor is damaged. If you measure the resistance between the brown wire and black wire, the value must be about 30M or higher.

■ Speed cannot rise automatically during pumpingPhenomenon: Engine speed of a concrete pump truck with Volvo chassis could not rise automatical ly dur ing pumping or conducting boom operations under

close control or remote control modes. The speed could only be raised by a person’s stepping on the accelerator.

Analysis:1) Check i f there is output f rom PLCQ0.2 during pumping. 2) KA4 cannot pick up normally, and speed accelerating signal cannot be transmitted to the chassis cruising system.3) Check if cruising switch is at OFF position. If it is at ON position, the system idle speed will automatically rise to 1000rpm, and it will not continue to accelerate. 4) Check if the switch under clutch pedal is at normal condition. Check if the switch is switched off or not. If it can’t be switched off, the system will take it as system cruise reset, and the system speed cannot be accelerated.5) Check if there are problems with the accelerating signal wires connected to the chassis.

Trouble-shooting:1) The PLCQ0.2 indicator light was on, it meant that voltage output at this point is all right. 2) Upon eye observation, it’s found out that KA4 picked up normally. After replacing it with a new KA4 for safety reasons, the fault still existed.3) Checked and found that the switch under clutch pedal was at normal disconnected state.4 ) A f t e r check ing 15 th ho le o f 31-needle plug and connected a 24V wire, the engine speed can be raised. There was 24V voltage output from Q0.2 , and there was no vo l tage difference at 15th needle of the plug. So we could make a preliminari ly conclusion that Q0.2 and 15th needle were not connected.5) After checking the wires from superstructure to the chassis, it was found that a wire strand in a 10-core cable broke after rubbing against the

beam of the vehicle frame. The system returned to normal state after the wiring recovered. The system returned to normal state after the wires are reconnected.

(Sany Group)


SANY / TECHNOLOGY

SANY SERVICE

Before Sany's entry into the industry, Chinese construction machinery market is basically shared by foreign-funded enterprises and state-owned enterprises (SOEs). Confronting with such powerful competitors, Sany Heavy Industry, as a private enterprise, keeps R & D and service as the core competence at the very beginning, advocating the ancient military statics of our ancestors by targeting the disadvantages of its rivals. Therefore, it has overthrown the market pattern and achieved its own market share.

Quality Changes the WorldService Creates Value-Introduction of ECC-Centered Service of Sany Heavy Industry


What is special of Sany is that it digs out the core demand of customers instead of the machine itself, i.e. reliable and stable concrete conveyance ability (The customer suffers a loss of RMB 20,000 per hour during shutdown.) Sany has created more value for customers through service rather than technology, a disadvantage compared with the rivals. Today, service as Sany's core competence has reached its peak by ECC system and the brand new conception of Choose Sany to Guarantee Life Long Relax. The fo l lowing paragraphs wi l l introduce Sany's successful experience which has always being imitated but never surpassed from aspects such as significance of customer service of construction machinery industry and service system of Sany Heavy Industry.

Introduction to ECC-Centered Customer Service of Sany Heavy Industry Service is one of the core competences for Sany Group, therefore, to carry out the core idea of “creating greatest value for customers”, Sany took

the lead in establishing the first ECC in the industry, applied high technology to maneuver enterprise resources, and created a unique “syncretic and collaborative service model” which has changed the traditional model that customers have to ask help directly from the front line service engineers.

■ Introduction to the Functions of ECCECC including relevant business systems such as CSM, GCP and IEM promotes upgrades towards

Scheme of Enterprise Control Center’s Functions

more active, refined, personalized and intelligent service by utilizing information technology such as GPRS, GPS, GIS, AI and streaming media.

ECC runs through the whole process of customer service, specifically it has functions of service dispatching, information query, service monitoring, fault diagnosis and equipment management etc.

(1) Service dispatching: When a client needs on-site service, the system will search through the satellite to find the nearest customer equipment service vehicle, service engineer and storage warehouse for parts required. It will calculate the optimal route and guide the service engineer to carry parts to the site, giving timely responses to customer demand.

(2)Spare parts query: Customers can find the corresponding spare parts through the code or description (spare parts drawing and the location in the machine), access material codes, parts inventor ies, pr ices and other in format ion.

Customers can purchase spare parts online according to their needs. After confirmation of the order, the customers can a lso t rack par ts shipments on-line to ensure smooth delivery.

(3) Service monitoring: The GPS system locates service personnel and vehicles constantly to ensure that service engineers arrive at the site in time. The whole process service schedule will also be monitored to ensure successful completion of each service. In addition, the system will make use of the background model to collect customer feedback data and carry out thorough analysis to obtain customer satisfaction index.

(4) Fault diagnosis: Based on the system integrated intelligent device controller, oil temperature, speed, position and other real-time operating condition parameters in the process of equipment operation will be automatically sent to the control center to carry out intelligent monitoring and diagnosis. The system will give alarm of abnormal performance and repor t pre l iminary d iagnosis resu l t to


Diagram of Customer Calling Service Process

SANY / SERVICE

SERVICE / SANY


customers and service engineers for t imely response and lower malfunction loss.

(5) Equipment management: Customers can use ECC to rea l ize in te l l igent management o f equipment and reduce equipment failure rate. According to the running status and repair cycle of equipment, it automatically produces equipment maintenance plan and equipment overhaul plan, saves them to equipment repair and maintenance database and notifies customers promptly for maintenance. At the same time, it establishes daily work record which inc ludes repa i r qua l i ty evaluation, cost accounting and spare parts consumption statistics for customers to better understand equipment status.

ECC-Centered Customer Service Management ProcessEngineering machinery customer services can be divided into 5 types: pre-acceptance service, booting service, active service, service calling and

inspection services. This paper will take the most typical customer calling service for example to introduce service acceptance and implementation process centering on ECC.

■ Procedures of Customer Calling ServiceAs shown in the pictures, when a customer accesses ECC, the system will automatically display the engine speed, construction conditions and other information of the customer’s equipment. Then technical experts will make remote diagnosis accordingly and guide customers clearing the fault by themselves. Over 60% problems can be solved by remote guidance.When the ECC technical expert diagnoses that the fault must be cleared on site, the system will locate the nearest service engineer through GPS satellite positioning device, issue a call service order and notify the engineers to go to the services site. And it will also provide the nearest route for service engineers to response to customer call rapidly.Service engineer will prepare tools and spare parts

After-sales service monitoring flow chart

according to the malfunctioning equipment’s operating condition and preliminary diagnosis results collected by the system and then arrive at fault equipment location on t ime for on-site diagnosis. At this time, service engineer can access equipment troubleshooting inquiry system through ECC for trouble solving solutions. After the problem is solved, the service engineer will check the equipment thoroughly and train them how to solve this kind of problems. Finally, service engineer record the whole process and report to ECC system.

■ Customer Service Monitoring MechanismWith the help of ECC, we can realize "service order monitoring" and" satisfaction rate monitoring" to h e l p s e r v i c e m o n i t o r i n g d e p a r t m e n t s o f construction machinery enterprises control internal service quality effectively and collect external customer evaluation.

"Service order monitoring" means service process real-time controlling to ensure that each service procedure complies with the standard. ECC calls customers 15 minutes after each service order is issued to get to know whether the service engineer has contacted the customer. And it will carry out real-time monitoring on service personnel, the position of the vehicle through after-sales service management information platform to ensure timely service. For service orders uncompleted within 48 hours, ECC will automatically prompt staff to investigate the causes, and assist the frontline service engineers to clear the problem until it is completely solved.

“Customer Satisfaction Rate Monitoring” attaches importance to the general evaluation on service quality from customers, in other words, is the Customer Satisfaction Index. With the help of customer information management function in ECC, service monitoring department regularly carries out after-service call in pointed areas. Based on the evaluations on service timeliness,

service efficiency, service staff skill level and attitude, components and parts supply timeliness, technical training effect etc, and automatic analysis on the fundamental data by system model, the monitoring department can achieve monthly, quarterly, and yearly customer satisfaction index.


SANY / SERVICE


■ ECC-Centered Service System Framework ECC includes three layers, namely, presentation layer, appl icat ion layer and support layer. Presentation layer is the customer ’s service request model which mainly shows the response of construction machinery enterprises to customer requests. Presentation layer has serviced customer

application support platform system and ECC, and it is used for the interaction among customer, platform management personnel, related experts and management platform, including customer application support platform with personalized service.

SERVICE / SANY


Achievements Made by SANY Heavy Industry in Customer ServiceSince the establishment of ECC, SANY Heavy Industry has significantly enhanced its customer service capability. With the service quality and customer satisfaction rate greatly improved, SANY Heavy Industry has won wide honor and highly praises from customers and the industry.

■ Customer SatisfactionOn Sep 24th 2011, under the name of “The Rise of China’s Equipment Manufacturing Industry”, the result of construction machinery industry user satisfaction assessment was released. During the 14 assessed products, SANY Heavy Industry’s concrete pump truck, stationary concrete pump, line pump, batching plant, paver, crawler crane, excavator and rotary drilling rig won the first place in user satisfaction rate among self-owned brands ; truck-mixer, truck crane, roller and grader ranked the second. The score of 8 categories of products with the highest user satisfaction rate of No.1 is 8.3 averagely higher than those of products ranking the second , which fu l ly shows the customers’ recognition for Sany products.

■ Industry AwardsAdhering to the service philosophy of “All For Customers”, after running for many years, Sany Heavy Industry has been accepted widely by its customers and has won many awards in and out the industry for its service.u In 2006, Sany Heavy Industry was honored as China’s Best Call Center and became a member of CNCCA World Group.u In 2007, Sany Heavy Industry was honored as 2007 After-sales Service Customer Satisfaction Organization. In the third National Commodity After-sales Service Assessment, it was honored as National Top 10 After-sales Service Organizations and Nat iona l A f te r -sa les Serv ice Spec ia l Contribution Organization. On November 24, 2008, Hunan Sany Maintenance Service Limited won China’s Top 10 Enterprise Award of Equipment

Maintenance and was the only winner as a Chinese engineering machinery enterprise. On December 12, Sany Heavy Industry was honored Asia-Pacific Best Service Award.u On July 4, 2009, Sany Heavy Industry was overwhelmingly honored as National Top 10 Organizations of After-sales Service and National Special Contribution Organization of After Service in the fourth estimate of National After Service.u On June 20, 2010, Sany Heavy Industry was overwhelmingly honored as Best National Model Enterprise of Customer Service Public Satisfaction and became the only enterprise with such kind of specia l honor in the domest ic engineer ing machinery industry.u In 2011, Sany Heavy Industry was honored as National Top 10 Organizations of After-sales Service and National After-sales Service Special Con t r i bu t i on Organ iza t ion , becoming an outstanding representat ive in engineer ing machinery industry in the field of after-sales service.

■ Quality Certificationu In 2003, Customer Service Department of Sany Heavy Industry smoothly passed the auditing of ISO9001 Management System of Service Quality through internal organization management and the i m p l e m e n t a t i o n o f s e r v i c e m a n a g e m e n t standardization.u In 2007, Sany Heavy Industry became the first domestic engineering machinery enterprise to start the SGS serv ice sys tem cer t i f i ca t ion and established service standard.u On May 21, 2009, Sany Heavy Industry received SGS’s authorized certification and passed the auditing, becoming the first domestic enterprise to have obtained the machinery manufacturing service standard certification.

(Sany Group)

SANY / SERVICE

Global Call Center has started its customer visiting plan since April 2011. Through the visits of customer service managers, we hope that we can better understand customer needs and investigate customer complaints or problems undiscovered by after-sales call.

Up to now, we have visited customers of 22 countries and regions, including Singapore, Malaysia, Thailand, Ethiopia, UAE, Iron, Nigeria, Angola, Congo and Kenya. In order to improve the visiting plan, Global Call Center has written relevant processes and regulations in 2012 based on the experience of the previous year.

If you see a customer service manager from Global Call Center, please tell him your opinions and suggestions concerning after-sales service, products, logistics and publications. Every piece of your advice will be valued. We will attend to every problem you put forward and will feedback with the final solution.

SANYCUSTOMER

RELATIONSHIP

GLOBAL CALL CENTER AT YOUR SIDE


Thanks to your help and support, we have the opportunity to know what you need; thanks to your complaints, we are able to improve and progress out of our shortcomings; Thanks to your advice, we can provide better products and services. We will implement the slogan of “Quality Changes the World” to create a brighter future with you together!

(Xiao Tingting, Sany I.O.P.D)


SANY / CUSTOMER RELATIONSHIP

Dealership Development Dept. of I.O.P.D. is a department responsible for Sany Group’s overseas dealer management. Before the reformation of overseas regional management, it was responsible for the selection, assessment, rebate, rewarding, termination of overseas

dealers and other administrative work. In 2011, it successfully developed 42 new dealers, bringing the total up to 163 dealers; moreover, it completed assessment of dealers in all the subsidiaries except the American, German, Indian and Brazilian subsidiaries and chose among them the diamond dealer, golden dealer, silver dealer and bronze dealer. Meanwhile, it held Asia-Pacific Dealership Summit in 2011 and established the Asia-Pacific Dealership Committee. After the reformation, the function of Dealership Development Department has changed to formulate dealership management system for the reference of overseas regions. Up to now, the department has reformulated Dealership Termination System, Cross-regional Sales Management System, Dealership Rebate System, Dealership Selection System and Dealership Assessment System. In the meantime, it has established overseas dealers information database which includes the basic information of 163 dealers, including HR, service networks, service facility and sales.

Dealers have always been Sany’s trustful business partners in the process of Sany’s globalization. Adhering to the philosophy “help dealers succeed”, the department strives to meet the demand of dealers and attaches great importance to solving problems for dealers.

(Wu Chengyue, Sany I.O.P.D)

SANYDEALERSHIP

DEVELOPMENT


HELP DEALERS SUCCEED-Dealership Development Department

SANY WORLD


are busy,” he said. “They have other things to do than think about how to integrate their computers and devices.”

Part of Jobs’s compulsion to take responsibility for what he called “the whole widget” stemmed from his personality, which was very controlling. But it was also driven by his passion for perfection and making elegant products. He got hives, or worse, when contemplating the use of great Apple software on another company’s uninspired hardware, and he was equally allergic to the thought that unapproved apps or content might pollute the perfection of an Apple device. It was an approach that did not always maximize short-term profits, but in a world filled with junky devices, inscrutable error messages, and annoying interfaces, it led to astonishing products marked by delightful user experiences. Being in the Apple ecosystem could be as sublime as walking in one of the Zen gardens of Kyoto that Jobs loved, and neither experience was created by worshipping at the altar of openness or by letting a thousand flowers bloom. Sometimes it’s nice to be in the hands of a control freak.

TAKE RESPONSIBILITY END TO ENDJobs knew that the best way to achieve simplicity was to make sure that hardware, software, and peripheral devices were seamlessly integrated. An Apple ecosystem—an iPod connected to a Mac with iTunes software, for example—allowed devices to be simpler, syncing to be smoother, and glitches to be rarer. The more complex tasks, such as making new playlists, could be done on the computer, a l lowing the iPod to have fewer functions and buttons.

Jobs and Apple took end-to-end responsibility for the user exper ience—someth ing too few companies do. From the performance of the ARM microprocessor in the iPhone to the act of buying that phone in an Apple Store, every aspect of the customer experience was tightly linked together. Both Microsoft in the 1980s and Google in the past few years have taken a more open approach that allows their operating systems and software to be used by various hardware manufacturers. That has sometimes proved the better business model. But Jobs fervently believed that it was a recipe for (to use his technical term) crappier products. “People

THE REAL LEADERSHIP LESSONS OF STEVE JOBS (II)


right: Focus on making the product great and the profits will follow.

John Sculley, who ran Apple from 1983 to 1993, was a marketing and sales executive from Pepsi. He focused more on profit maximization than on product design after Jobs left, and Apple gradually declined. “I have my own theory about why decline happens at companies,” Jobs told me: They make some great products, but then the sales and marketing people take over the company, because they are the ones who can juice up profits. “When the sales guys run the company, the product guys don’t matter so much, and a lot of them just turn off. It happened at Apple when Sculley came in, which was my fault, and it happened when Ballmer took over at Microsoft.”

When Jobs returned, he shifted Apple’s focus back to making innovative products: the sprightly iMac, the PowerBook, and then the iPod, the iPhone, and the iPad. As he explained, “My passion has been to build an enduring company where people were motivated to make great products. Everything else was secondary. Sure, it was great to make a profit, because that was what allowed you to make great products. But the products, not the profits, were the motivation. Sculley flipped these priorities to where the goal was to make money. It’s a subtle difference, but it ends up meaning everything—the people you hire, who gets promoted, what you discuss in meetings.”

To be continued

Writer: Walter Isaacson, the CEO of the Aspen Institute, is the author of Steve Jobs and of biographies of Henry Kissinger, Benjamin Franklin, and Albert Einstein.Note: The content is translated and adapted from the April 2012 issue of Harvard Business Review.

WHEN BEHIND, LEAPFROGThe mark of an innovative company is not only that it comes up with new ideas first. It also knows how to leapfrog when it f inds i tself behind. That happened when Jobs built the original iMac. He focused on making it useful for managing a user’s photos and videos, but it was left behind when deal ing wi th music. People wi th PCs were downloading and swapping music and then ripping and burning their own CDs. The iMac’s slot drive couldn’t burn CDs. “I felt like a dope,” he said. “I thought we had missed it..

But instead of merely catching up by upgrading the iMac ’s CD dr ive , he dec ided to c reate an integrated system that would transform the music industry. The result was the combination of iTunes, the iTunes Store, and the iPod, which allowed users to buy, share, manage, store, and play music better than they could with any other devices.

After the iPod became a huge success, Jobs spent little time relishing it. Instead he began to worry about what might endanger it. One possibility was that mobile phone makers would start adding m u s i c p l a y e r s t o t h e i r h a n d s e t s . S o h e cannibalized iPod sales by creating the iPhone. “If we don’t cannibalize ourselves, someone else will,” he said.

PUT PRODUCTS BEFORE PROFITSWhen Jobs and his small team designed the or ig inal Macintosh, in the ear ly 1980s, his injunction was to make it “insanely great.” He never spoke of profit maximization or cost trade-offs. “Don’ t worry about pr ice , jus t spec i fy the computer’s abilities,” he told the original team leader. At his first retreat with the Macintosh team, he began by writing a maxim on his whiteboard: “Don’t compromise.” The machine that resulted cost too much and led to Jobs’s ouster from Apple. But the Macintosh also “put a dent in the universe,” as he said, by accelerating the home computer revolution. And in the long run he got the balance

WORLD / SANY

Documents

Volume 40. June 2012down.sanygroup.com/files/20120702113254330.pdf · 2012-07-02 · ay 29 th to June 2 nd, CTT 2012 was held at Crocus Expo International Exhibition Center of Moscow