Andreas Köberl, Head of Industry Customer Service Logistics Siemens AG
#3 Best Practice – The Producer: Siemens AG
From Abu Dhabi to Austria:
This is how the multinational technology company guarantees highest availability of spare parts
worldwide.
First time gain insight s into the distribution structure, the network strategy and the
measurement of service levels at Siemens.
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siemens.com/answers
Vision 2020 –
A customer- oriented setup
Power
and Gas
DresserRand
Business
Wind
Power
and
Renewables
Energy
Management
Building
Technologies
Mobility
Power Generation
Services
Corporate
Core
Corporate
Services
Process
Industries
and
Drives
Healthcare
(separately
managed)
Financial
Services
Industry
Services
Power
transmission
and
distribution
Power
Generation
Digital
Factory
Efficient
energy
application
Imaging
and
in-vitro
diagnostics
30 Lead Countries
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Andreas Köberl, DF CS SD LOG
Industry Services
innovative data-driven and technology-based services
for increased efficiency and productivity
Has Service Logistics done a good job, if
•
•
•
•
•
•
•
The right product
In the right quality
In the right condition
At the right place
At the right time
For the right customer
At the right cost
Is delivered?
Spare part related services
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Andreas Köberl, DF CS SD LOG
Global presence
Close to our customers all over the world
Europe, Africa, Middle East
1951
1182
6,209
47%
44%
percent
of total
worldwide
54%
Americas
104
49
3,466
25%
18%
percent
of total
worldwide
30%
Asia, Australia
Repair Centers, incl. factory, partner
Training Centers
Employees
1 176 in Europe and 19 in Africa
2 118 in Europe and 16 in Africa
Source: Global Footprint Tool
120
102
1.915
28%
38%
percent
of total
worldwide
16%
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Andreas Köberl, DF CS SD LOG
How to get in touch with Siemens Industry Support
in more than 80 countries
https://support.industry.siemens.com
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Andreas Köberl, DF CS SD LOG
How to get in touch with Siemens Industry Support
in Abu Dhabi or in Austria
Local presence and service operations
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Page 6
Andreas Köberl, DF CS SD LOG
How to get spare parts and other services from
Siemens – online in ~ 60 countries
Online information 24/7 - worldwide
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Andreas Köberl, DF CS SD LOG
Online Service Offerings
Individualized and Regionalized
Easy search
Availability check via traffic light
Final calculated customer price
Different offerings on one page
Additional functions like track&trace,
Document download, etc.
Quick access to content, availability and price.
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Andreas Köberl, DF CS SD LOG
Delivery times and service offerings
Example Austria and Abu Dhabi
*) Delivery time =
from order entry to delivery on site
Local Warehouse (for service contracts)
Global Distribution Center
≤24 hours: local stock in region (service agreement)
>24 hours: reactive services from regional/global stock
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Andreas Köberl, DF CS SD LOG
Service Logistics Network
Customer
Order Management
Transportation
Regional
Warehouse
Global
Distribution
Center
Order Mgt.
Order Mgt.
via Phone,
Mail or
Mall
Shipping Location
Order Mgt.
Customer
Forwarder A
Forwarder B
Factory
Forwarder C
Information & Communication Backbone
L*
L100
L200
L310
L400
Online order and shipment information for customers
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Andreas Köberl, DF CS SD LOG
Overview of mandatory KPI’s for Service Logistics
and Reporting Dashboard
Process Offer
•  Hit-Rate
•  Offer processing time
Process Spare Part Delivery
•  Delivery Reliability
•  Delivery Capability
•  Compliance with requested date
•  Delivery lead time
•  Service Desk (SD) lead time
Service Logistics DashBoard
e.g. Forwarder
performance
Process Return and Repair
•  Return solution time customer
•  Return lead time Region
Monthly E2E reporting (order entry to delivery on site)
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Andreas Köberl, DF CS SD LOG
Summary – key messages
•  Global presence
•  Local service
•  Online access and information
•  Global Logistics network
•  E2E Reporting
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Andreas Köberl, DF CS SD LOG
Thank you for your attention!
Andreas Köberl
DF CS SD LOG
Werner-von-Siemens-Str. 65
91052 Erlangen, Germany
Phone: +49 (9131) 7-30467
Cellular: +49 (173) 7075304
E-Mail:
andreas.koeberl@siemens.com
siemens.com/answers
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Andreas Köberl, DF CS SD LOG