咨询管理战略组织项目麦肯锡工具评估 DTW-0090-02679-04-07.PPT

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1、-1-Roland Berger&Partners International Management ConsultantsBarcelona Beijing Berlin Brussels Bucharest Budapest Buenos Aires Delhi Detroit Dsseldorf Frankfurt HamburgKiev Kuala Lumpur Lisbon London Madrid Milan Moscow Munich New York Paris Prague Riga RomeSo Paulo Shanghai Stuttgart Tokyo Vienna

2、ZurichProviding first class service in the new millennium Appendix to final project presentation Krones,Inc.Franklin,January 27,2000DTW-0090-02679-04-07-2-This document was created for the exclusive use of our clients.It is not complete unless supported by the underlying detailed analyses and oral p

3、resentation.It must not be passed on to third parties except with the explicit prior consent of Roland Berger&Partners.ContentPageA.Business Plan3B.Action Plan17 C.Detailed task descriptions of existing and new service functions 27D.Quick Hits45E.Regional field Service benchmarks54DTW-0090-02679-04-

4、07-3-A.Businss PlanDTW-0090-02679-04-07-4-Revenue plan existing and new services 1999-2002$000Source:Service Project DTW-0090-02679-04-07-5-Development of service personnel 1999-2002Source:Service Project DTW-0090-02679-04-07-6-P&L statement of service departments 1999-2002$000Source:Service Project

5、 DTW-0090-02679-04-07-7-Krones machine population unitsSource:Service Project DTW-0090-02679-04-07-8-Customer Service department:Revenue plan per service$000Source:Service Project DTW-0090-02679-04-07-9-Customer Service department:Revenue plan per service$000Source:Service Project DTW-0090-02679-04-

6、07-10-Customer Service department:Headcount/P&L statement$000Source:Service Project DTW-0090-02679-04-07-11-Training department:Revenues/Headcount$000Source:Service Project DTW-0090-02679-04-07-12-Training department:P&L statement$000Note:2000-2002 SG&A has been reduced to 12%in accordance with othe

7、r service departmentsSource:Service Project DTW-0090-02679-04-07-13-Field Service department:Revenue plan per service$000Source:Service Project DTW-0090-02679-04-07-14-Field Service department:Revenue plan per service$000Source:Service Project DTW-0090-02679-04-07-15-Field Service department:Headcou

8、nt/P&L statement$000Source:Service Project DTW-0090-02679-04-07-16-Used machine trade:Revenue plan/P&L statement$000Source:Service Project DTW-0090-02679-04-07-17-B.Action planDTW-0090-02679-04-07-18-Master action plan to implement first class service(1)Current status:01-25-00Source:Service Project

9、DTW-0090-02679-04-07-19-Master action plan to implement first class service(2)Current status:01-25-00Source:Service Project DTW-0090-02679-04-07-20-Master action plan to implement first class service(3)Current status:01-25-00Source:Service Project DTW-0090-02679-04-07-21-Master action plan to implem

10、ent first class service (4)Current status:01-25-00Source:Service Project DTW-0090-02679-04-07-22-Master action plan to implement first class service(5)Current status:01-25-00Source:Service Project DTW-0090-02679-04-07-23-Master action plan to implement first class service(6)Current status:01-25-00So

11、urce:Service Project DTW-0090-02679-04-07-24-Master action plan to implement first class service (7)Current status:01-25-00Source:Service Project DTW-0090-02679-04-07-25-Master action plan to implement first class service(8)Current status:01-25-00Source:Service Project DTW-0090-02679-04-07-26-Master

12、 action plan to implement first class service(9)Current status:01-25-00Source:Service Project DTW-0090-02679-04-07-27-C.Detailed task descriptions of existing and new service functionsDTW-0090-02679-04-07-28-VP ServiceOrganization unit:Function:Head of function:Reporting to(function):No.of personnel

13、 at 1.11.99No.of personnel at 31.12.00ServiceVP ServiceCEO01Major tasks of functionDetailed content of tasks%of monthly current workload%of monthly future workloadNo.Develop and implement overall service strategy1Implement new service portfolio,coordinate intro-duction of new services2Optimize exist

14、ing and new service processes,implement action plans3Implement new service organization,communicate change and hire new employeesConduct management development and coaching4Support service departments as needed and develop service employeesGenerate data,report and take responsibility for financial r

15、esults5Generate internal and external business data,implement reporting/controlling toolsCoordinate with sales and other departments6Coordinate with other departments including sales,engineering,manufacturing and utilize Product Support Group7820%20%20%20%10%10%100%Total100%Source:Service Project DT

16、W-0090-02679-04-07-29-No.Major tasks of functionDetailed content of tasks%of monthly current workload%of monthly future workload12345678Accompany new machine from incoming order until customer sign offTroubleshoot difficulties for correct delivery Accompany new machine from order income bill Train f

17、or additional management responsibilities.Focus on on-time execution,engineering accuracy and product qualityCheck contract for details and clients,e.g.sample availability,warranty,sign off,delivery agreementParticipate in in-house and external training measures to build up expertise.40 25 20 15.New

18、 tasks Existing tasks100%100%Organization unit:Function:Head of function:Reporting to(function):No.of personnel at 1.11.99No.of personnel at 31.12.000Project manager COO or Head of Sales4TotalProject ManagerSource:Service Project DTW-0090-02679-04-07-30-No.Major tasks of functionDetailed content of

19、tasks%of monthly current workload%of monthly future workload1234567Interfaces with sales on new machine ordersInterface with engineering on existing machine problemsInterface with manufacturing&Q.C.with machine issues in the manufacturing program Interact with service project managers,regional manag

20、ers&techniciansInteract with customers on projects or problemsInterface with customer serviceGeneral administration,collections,personnel issues,budgets,committees Review quotes,features&options,contracts,performance specifications Reengineering of design concepts,documentationReview machines in ope

21、ration&testing Review S.R.,memos doc.Phone conversationsPhone conversations,letters,complaints,reviewing warranty&liability claimsBudget review P&L statements Develop&implement business plan 20%10%10%25%25%5%10%10%10%35%25%5%Existing tasksOrganization unit:Function:Head of function:Reporting to(func

22、tion):No.of personnel at 1.11.99No.of personnel at 31.12.001Field serviceService managerEd StefaniakRick Niespodziani1.100%100%TotalDiscuss parts&inventory5%5%Field Service ManagerSource:Service Project DTW-0090-02679-04-07-31-No.Major tasks of functionDetailed content of tasks%of monthly current wo

23、rkload%of monthly future workload1234567Service reportsPhonesParts Orders KIBS/CommitteesInteract w/Customers Service,Eng.,Sales,Purchasing,Acct.Supervise secretariesService billingCalculate hoursCode callsCustomer callsService tech callsDepartmental callsMachine warrantyAdd to new machineMissing fr

24、om new machineWork w/KIBS members to solve problems in existing system Work w/members in defining&streamlining existing processesAnswer questions,ask questions.Do misc.duties for other departmentsExplain and implement new procedures.Answer questions20%10%5%25%25%5%20%10%5%25%25%5%Existing tasksOrgan

25、ization unit:Function:Head of function:Reporting to(function):No.of personnel at 1.11.99No.of personnel at 31.12.002Field serviceAdministrativeJodi StefanskiEd Stefaniak2.100%100%TotalTraining,fixing problems and mistakes10%10%AdministrationSource:Service Project DTW-0090-02679-04-07-32-No.Major tas

26、ks of functionDetailed content of tasks%of monthly current workload%of monthly future workload123456SchedulingSchedulingSchedulingExpediteResearchSupport of regional product support managerCoordinate with customers&service techniciansCoordinate service based on parts deliveryCoordinate service based

27、 on parts delivery for warranty workExpediting parts for service technicians out in the fieldResearching part#for customers&service techniciansProvide product support manager with customer information40%20%20%10%10%0%40%20%15%10%5%10%Existing tasksOrganization unit:Function:Head of function:Reportin

28、g to(function):No.of personnel at 1.11.99No.of personnel at 31.12.004Field serviceRegional service managerMike Collins/Bill Hayes/Bill Weyer/Dennis ScionEd Stefaniak4.100%100%TotalNewRegional Service ManagerSource:Service Project DTW-0090-02679-04-07-33-Major tasks of functionDetailed content of tas

29、ks%of monthly current workload%of monthly future workloadEquipment InstallationRepairsAuditsAdministrative tasksCheck out all mechanical/electrical componentsStart up&productionTroubleshoot mechanical/electrical replace partsMake up parts list,test machineService/expense reports,visa card statement,

30、travel arrangements,special reports drwg.,modifications,assist sales dept.20%60%10%10%20%60%10%10%Organization unit:Function:Head of function:Reporting to(function):No.of personnel at 1.11.99No.of personnel at 31.12.00 Product supportRegional service techsMike Collins/Bill Hayes/Bill Weyer/Dennis Sc

31、ionEd Stefaniak.100%100%TotalRegional Service Techs Existing tasksSource:Service Project DTW-0090-02679-04-07-34-No.Major tasks of functionDetailed content of tasks%of monthly current workload%of monthly future workload12345Supervise,control network of“5”territory service centers USA&GuatemalaAdmini

32、strativeSchedulingCollectionsCoordinate time scheduled product specialistsProvide technical assistance and administrative support as requested by customer and territory managersAuthorize expense S.R.reports,interface with all dept.,acct.,eng.,sales,etc.Control Krones,Inc.&service policy supervise of

33、fice and field staff of 13 techs.Conduct hiring and staffing of our regional service officesConfirm arrangements to travel service reps“USA and offshore”Contactfield service managers and customers15%60%15%10%15%45%15%10%Existing tasksOrganization unit:Function:Head of function:Reporting to(function)

34、:No.of personnel at 1.11.99No.of personnel at 31.12.001Field serviceProduct support managerDick KuhnEd Stefaniak1.100%100%TotalNew0%15%Product Support Manager Source:Service Project DTW-0090-02679-04-07-35-Major tasks of functionDetailed content of tasks%of monthly current workload%of monthly future

35、 workloadTechnical expert50/50 TravelReports&implements design changesConduct tech.Mtgs.Turnkey projectsConsults with customers and service;reviews specs of equipment and sales contractTo customers as requiredRecord,correct drwgs,etc.New products upgradesNew equipment20%40%15%5%20%40%15%5%Existing t

36、asksOrganization unit:Function:Head of function:Reporting to(function):No.of personnel at 1.11.99No.of personnel at 31.12.001Field serviceProduct supportDick KuhnEd Stefaniak1.100%100%Total5%5%Oversees placement of equipment,etc.Supervises techs and contractors on siteManagement of product lineContr

37、ols all start ups,production etc.15%15%Product Support TechsSource:Service Project DTW-0090-02679-04-07-36-No.Major tasks of functionDetailed content of tasks%of monthly current workload%of monthly future workload1234567Supervise department activities&staffOrganize customer&vendor training programs,

38、schedulingOrganize training content&criteriaInterface with Sales,Engineering&Service Dept.Interface with Customer ServiceInteract with customers at Krones,regarding equipment,projects&trainingGeneral managerial employee issues,budgets,team committees,evaluationsAssign,prioritize,review work of subor

39、dinates.Ensure all paperwork(billing,proposals,etc.is accurate before processing)Organize multiple inhouse infield programs average 6 programs per week ensure proper trainer for each program and program schedule meets customer requirementsCoordinate,oversee and direct technical staff for composition

40、 of technical literature requirementsReview machine-component,personnel problems from customer feedback-info retrieved when trainer conducted infield programForward-review parts&non-Krones changeover components wrong parts sent,problems etc.Motivate monitor employee performance,set goals,develop imp

41、lement budgets,participate in various committees25%40%5%5%5%5%15%25%40%5%5%5%5%15%TotalOrganization unit:Function:Head of function:Reporting to(function):No.of personnel as of 1.11.99TrainingTraining managerFrank KaczmarskiRick Niespodziani10 people/totalMeets with customers to discuss,organize trai

42、ning projects and optionsTraining Manager100%100%Existing tasksSource:Service Project DTW-0090-02679-04-07-37-No.Major tasks of functionDetailed content of tasks%of monthly current workload%of monthly future workload1234578Conduct Training/in-field and in-houseExpenses&follow-up lettersPhone contact

43、/cold calls&follow-up on leadsClass&material preparationService&Customer Service follow-up interactionCustomer phone callsTranslations(Spanish)&documentationTrain customers/vendors&Krones personnelSubmit receipts&balance visa account.Send letters reviewing training&suggestionsContact potential custo

44、mers interested in trainingCheck customer options on machines/pull appropriate materialDiscuss customer concerns/comments&suggestionsDevelop and translate new&existing machine component&training materials80%2%5%3%2%2%3%Existing tasksTotalOrganization unit:Function:Head of function:Reporting to(funct

45、ion):No.of personnel as of 1.11.99TrainingTechnical TrainerFrank KaczmarskiRick Niespodziani6Answer questions&troubleshoot problems with customerTechnical Trainer100%100%No.of personnel as of 31.12.00 76Learning new equipment&upgradesSit in other classes/learn more equipment.Go out to floor&learn up

46、grades&shortcuts3%80%2%5%3%2%2%3%3%Source:Service Project DTW-0090-02679-04-07-38-Technical WriterNo.Major tasks of functionDetailed content of tasks%of monthly current workload%of monthly future workload1234578Write training materialCreate art(photo and drawings)for material,overheads,etc.Research

47、for training materialMaintain archive inventory file,order,organizationProduce transparenciesFill outside requests for materialVendor contact,supplier researchComputer input of researched info for format required.Place art in format.Proof work.Finished outputComputer-drawn art,scanned photos w/requi

48、red modificationsObtaining info needed for training.Work w/assembly personnel,engineers,vendor material,hands-onCreate PDF files for Service Dept.Library-type duties of electronic&hard copies.HousekeepingCopy art to film.Clean and labelOrder manuals and raw material.Interview suppliers40%20%20%7.5%2

49、.5%2.5%5%Existing tasksTotalOrganization unit:Function:Head of function:Reporting to(function):No.of personnel as of 1.11.99TrainingTechnical WriterFrank Kaczmarski1Fill requests for material.Copy,order as required100%100%6Fill dept.orders for materialFill requests for material.Copy,order as require

50、d2.5%Donald DeckerNo.of personnel as of 31.12.00 240%20%20%7.5%2.5%2.5%5%2.5%Source:Service Project DTW-0090-02679-04-07-39-Customer Service ManagerNo.Major tasks of functionDetailed content of tasks%of monthly current workload%of monthly future workload12345678Oversee daily functions of the Custome