PRODUCT REVIEWS
GEORG strengthens digital service
Heinrich GEORG Maschinenfabrik has pooled all its service-related activities , spread over three different divisions , within its new “ Service ” business unit . With this step , the German-based mechanical engineering and process optimisation specialist has augmented the role of services within its product portfolio . GEORG specialises in the design of solutions for strip processing lines and a wide range of machine tools . The portfolio is complemented by a broad range of services , including consultation , engineering and maintenance .
“ Service is now equally matched with our machines and systems designed and supplied to customers worldwide . A powerful service team and the latest digital tools will enable us to provide our customers with an enhanced and more efficient range of services ,” GEORG told ISMR .
During the last few years , GEORG has almost completely digitalised its service activities in its Transformer Plants division by making effective use of its “ GEORG connectedservice ” platform and other online communication channels . The company has now taken the next logical step in this direction : all customer service staff from the three divisions ( Finishing Lines , Machine Tools and Transformer Lines ) have been pooled into the newly formed “ Service ” business unit .
“ This team , enhanced by additional specialist personnel , uses a common set of digital tools for all three divisions . The resulting synergies achieve a significant reduction in response times to customer requests and will further enhance the availability and profitability of the customers ’ machines and plants over their entire lifecycle ,” said GEORG .
“ We can now react to customer service requests much faster and more flexibly , as we can choose from a greater pool of
Troubleshooting via a Tablet PC .
Using a digital twin , GEORG smartcontrol can simulate and test processes at customers ’ facilities , in an entirely virtual environment , remotely from GEORG headquarters in Germany .
experienced service technicians , engineers and skilled maintenance staff . The new structure also makes internal cooperation and communication with our design and procurement departments easier . The benefit for our customers : their machines and systems will be back on-stream much faster after maintenance or repair service ,” it added .
For several years , GEORG has increased its use of digital communication channels to perform maintenance and other service activities . It has already commissioned various newly installed machines and even performed complex upgrades remotely from Kreuztal . Its Machine Tools division performed the pre-commissioning operations of five roll-grinding machines at the Zhanjiang facilities of Baowu Steel Group Corp ., Ltd . in the Chinese province
Contacting GEORG via the HMI of a production line . of Guangdong from Kreuztal completely via online channels .
In terms of technology , the core element of Georg ’ s Life Cycle Management is the GEORG connectedservice platform . All service activities from diagnosis and support to order management , including invoicing , can be performed online via this suite of digital tools . Even work on the equipment may be performed via GEORG connectedservice .
For Mark Georg , managing director of GEORG , digital tools provide a great number of benefits :
“ When a job has to be done at one of our customers ’ facilities , this does not necessarily mean that we have to send our staff there . Thanks to GEORG connectedservice , we have been able to avoid numerous on-site assignments and , consequently , much air travel . We are currently adding more tools to our digital platform to further enhance our service capabilities , for example by providing our customers access to a digital spare parts catalogue and the option to use our proactive maintenance service . Even today , it is quite common that we receive autonomously generated notices from machines when maintenance is due or a spare part is needed . All the customer has to do is to confirm this by an online created service request ,” he said .
Axel Sturm and his team plan to further broaden and enhance the portfolio of the new Service business unit : “ We will support our customers during the entire lifecycle of their equipment with a wide range of services so that they will get the most out of their investment – through higher machine dependability , productivity and profitability . We will also extend our range of web-based training courses and consulting services , and our capacities for remotely performed plant modifications and upgrades ,” he said . n
ISMR October 2021 | sheetmetalplus . com | 89