The Business Protection Program: Empowering Manufacturers with Enhanced Customer Service

16 November 2023

In today's fiercely competitive manufacturing landscape, businesses are looking for ways to improve their market position. Enhanced customer service has emerged as a critical strategy, where manufacturers go beyond just delivering products and begin providing comprehensive services that add significant value to their customers. In this dynamic environment, GDM, a leading player in the disposable hygiene industry, has taken a bold step forward with its Business Protection Program.

What is the BP Program?

The Business Protection Program is a bespoke bundle of services designed by GDM to empower its customers in achieving their business objectives. GDM's BP Program is strategically designed to provide support from three essential angles: production, logistics and finance. Doing so enables businesses to improve their market standing, keep their Overall Equipment Effectiveness (OEE) high and maximize Return on Investment (ROI).

Servitization: A New Paradigm

GDM's journey towards designing the BP Program begins with embracing the concept of “servitization”. In essence, servitization describes the shift from a product-focused to service-centric business model, i.e., the transition from merely manufacturing and selling products to providing value-added, premium services.

GDM has leveraged its Business Made Easy (BME) approach, a culmination of thirty years of industry expertise focused on product development, cutting-edge technology and global presence as a service, to curate its BP Program. The core essence of Business Made Easy is to streamline and simplify clients’ operations, making their business journey more straightforward. This philosophy is the foundation of the BP Program, an innovative initiative offering a modular portfolio of enhanced customer services, that go beyond mere support after machine installation, and encompass the entire value chain.

The Four Pillars of the BP Program

GDM has identified four core areas where its BP Program can deliver substantial benefits to its customers:

1. Accelerating Machine Start-Ups

GDM understands that reducing the learning curve and ensuring efficient utilization of its machinery is critical for customers. To address this, it offers tailored training programs that expedite machine start-ups. These programs not only empower technicians with the expertise needed to navigate operational documentation effectively but also ensure that production can commence swiftly, resulting in cost savings and enhanced productivity.

2. Maximizing OEE

Production efficiency is paramount, and GDM has harnessed the power of big data and root cause analysis to achieve this. Its PerforMate solution is an IoT platform that safeguards performance by monitoring line operations, providing real-time insights and enhancing operational efficiency.
By leveraging maintenance cards, routine check-ups and expert advice from GDM's engineering team, customers can maximize machine uptime. Additionally, GDM's Spare Parts service – accessible through the Coesia webshop – streamlines the anticipatory procurement of spare parts, further reducing downtime. In addition, GDM’s strategically based supply locations ensure efficient supply, minimizing operating costs and guaranteeing operational continuity.

3. Minimizing Waste and Inefficiencies

GDM's commitment to excellence extends to waste reduction and efficiency improvements. It employs advanced line supervision through its Enhanced Remote Assistance Service (RAS), combining AI and human expertise to detect and rectify issues swiftly. This service includes ongoing supervision of production lines and a steady supply of expertise through data mining systems. PerforMate, in particular, collects performance and loss data, identifies loss types, and tracks and improves performance. By pinpointing root causes and implementing corrective actions, GDM ensures minimal waste and downtime.

4. Streamlining asset financial management

Specifically, GDM’s Business Protection Program delivers significant financial benefits:

Increased industrial profit: GDM employs advanced line supervision and swift issue resolution to ensure minimal waste, translating it into direct cost savings. Additionally, GDM’s BP program maximizes machine uptime, resulting in more efficient production, directly impacting the return on investment.
Optimized invested capital: GDM offers stock agreements, providing warehouse space to keep spare parts readily available. This not only ensures reduced lead times but also results in minimized stock levels and thus savings in warehouse management.
Predictable maintenance costs: GDM’s customized program allows you to foresee future costs to keep the asset at its best. Predictive maintenance, routine check-ups and expert advice guarantee higher machine performance, resulting in better budget allocation, ultimately contributing to a positive impact on return on investment.

Achieving Success with the BP Program

GDM's BP Program has a proven track record of success. Consider a leading North American multinational company with extensive experience in Hygiene Product technology & processes. It faced the challenge of consolidating its market position and improving Overall Equipment Effectiveness (OEE). GDM's BP Program came to the rescue.

GDM protected its customer's investment by optimizing machine production performance. The results speak for themselves:

Performance: speed increased by up to 10%
Waste: defects decreased by up to 25%
Machine uptime: stops reduced by up to 20%

In another case, GDM partnered with a newcomer company focused on swiftly starting brand-new production lines and maintaining stable performance 24/7. Thanks to its BP Program, GDM gained the customer's trust, ensuring machine availability and reliability. The customized bundle of services was designed to cater to the specific needs of this customer, with a focus on big data analysis, line supervision, training courses, spare parts extended warranty, remote assistance, and comprehensive operational documentation for proper machine use and regulation compliance. Over three years, the customer achieved a remarkable 30% growth in OEE by addressing key factors: speed, waste and machine availability.

The Power of Customization

GDM's BP Program services are not one-size-fits-all; they are highly modular and meticulously tailored to meet customers’ unique needs. This customization ensures that businesses receive the exact support required for their success. For instance, customers can choose from a range of services, including training, on-demand support, production support, and the consultancy services offered by GDM’s team of experts, while also enjoying the benefits of pre-determined costs. This flexibility allows businesses to build a service package that perfectly meets their individual requirements.

Finally, GDM forges a partnership with the operations team, engaging in a collaborative effort to maximize ROI. This collaboration is instrumental in realizing the full potential of business investments and ensuring that the customer reaps all of the benefits of the BP Program.

Added Value through Enhanced Customer Service

The Business Protection Program is a pool of tailored solutions that deliver innovative services based on GDM’s 30 years of expertise, aimed to maximize ROI. Thanks to its use of AI tools and data-driven solutions, GDM's team of experts can monitor manufacturing lines in addition to machine maintenance, providing quick root-causes analysis and solutions.

GDM's commitment goes beyond the machines themselves, encompassing the entire value chain. As part of its Business Made Easy approach, GDM simplifies every aspect, from plant requirements and technology to product development and financial solutions. With GDM as your single-source supplier, you gain a partner dedicated to your success, exemplifying how the BP Program, as a customer service, aligns seamlessly with our philosophy of making business easy.

Your Journey to Improved Efficiency

In conclusion, GDM's Business Protection Program is not just about maintaining machines; it is about elevating your business to new heights of efficiency and competitiveness. With GDM by your side, you can protect your investments, optimize production, minimize waste, and reduce operational costs while driving strong ROI and maximizing Overall Equipment Effectiveness (OEE).

Unlock your business's potential with GDM's Business Protection Program. Elevate efficiency, minimize waste, and protect your investments. Contact us today to discover the future of manufacturing support.

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Consent to personal data processing with regard to the purpose specified under the letter A) of article 4.2 of the Privacy Policy below

1. General provisions

1.1 Introduction. Coesia S.p.A. (“Company”) is the holding company of an industrial group made up of several entities operating internationally (“Coesia Group’ Companies”), including, in particular, the Coesia companies listed on the website as hereby defined. Company, in accordance with the Coesia Group commitment to international compliance with data protection laws, is accordingly committed to protecting personal data collected through the “Contact us” form of the Coesia Group Companies’ websites (“Website”), according to any national legislation in force on personal data protection (“National Data Protection Laws”) and the EU General Data Protection Regulation 2016/679 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data and repealing the Directive 95/46/EC (“GDPR”). This Privacy Policy explains how information and data identifying individuals (“Personal Data”) received by Coesia Group’ Companies through their Websites are processed.

1.2 Joint-Controller. Coesia S.p.a. and its worldwide affiliates (“Coesia Group”), act as joint-controllers under art. 26 of GDPR of the personal data that you decide to provide us through the website.

1.3 Amendments. Coesia Group reserves the right to amend and update the Privacy Policy because of any further new or revised provisions of any national and EU laws and regulations on personal data protection. Any new release of the Privacy Policy shall be published on the Website as a replacement of the previous version and shall be valid and enforceable from the publication date, unless otherwise specified.

1.4 Applicable rules. Coesia Group processes Personal Data in accordance with: (i) provisions of National Data Protection Laws in force as of the date of the Privacy Policy; (ii) provisions of the GDPR and, in particular, with the principles set forth in the same, such as, inter alia, lawfulness, fairness and transparency, purpose limitation, data adequacy and minimisation, accountability, accuracy, and – prior to any processing activity – the principles of privacy by design and privacy by default; (iii) guidelines and decisions issued by the competent supervisory authority (“Supervisory Authority”).

2. Data subjects and scope of application

2.1 Data subjects. Coesia Group processing activities relate to any individual who decides to fill in the “Contact us” form on the Websites. For the purposes of this Privacy Policy, these persons are to be intended as Data Subjects, as defined in the National Data Protection Laws and in the GDPR.

2.2 Scope of application. The Privacy Policy shall be applicable to Data Subjects, provided that Coesia Group’ Companies, in their capacity as Joint-Controller, are only liable for the processing of Personal Data, which are under its own powers, duties and liabilities.

3. Types and source of processed Personal Data

3.1 Source. Coesia Group processes the Data Subjects’ Personal Data – as hereinafter specified – provided directly by the Data Subjects through the “Contact us” form of the Websites.

3.2 Identification data. Coesia Group processes Data Subjects’ Personal Data, that consist of your identification data (such as, for example, name, surname, company, e-mail address, citizenship, city, phone number ecc.). Furthermore, Coesia Group will process all information – which however shall only include – if any - common personal data - that you will decide to provide us through the “Message” field in the “Contact us” form on the Websites.

4. Legal basis for and purposes of processing the Personal Data. Period of data retention

4.1 Legal basis. The legal basis for the processing of Personal Data is: (i) the execution of a contract or pre-contractual steps to be taken at the request of Data Subjects prior to entering into a contract about purpose under art. 4.2 A); (ii) the consent given by Data Subjects to the processing of their Personal Data; (iii) Legitimate Interest about purpose under art. 4.2 C).

4.2 Purposes. Coesia Group processes Personal Data for the following purposes, as specified in the table here in below, in which is furthermore highlighted (a) if an express consent to processing of Personal Data is needed (or not ) as well as (b) the period of data retention:

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B) Processing of personal data in order to send newsletters, promotional and advertising and/or other materials for marketing communication purposes by Coesia Group’s companies

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Until the withdrawal of consent or until a denial has been communicated

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Processing of personal data in order to send to customers email marketing communications, concerning Coesia Group’s services or products similar to those already supplied, by virtue of previous business relationship (“soft spam”), unless a communication to refuse or unsubscribe from marketing (“opt out”) has been made by said customers, according to applicable laws.

Not required

Until the “opt out” has been communicated

4.3 Optional/Mandatory supply of Personal Data. Subject to what specified above, the provision of Personal Data is optional and free. However, failure to provide Personal Data may prevent Data Subjects from receiving communications and/or replies to their queries concerning the company activities.

5. Persons in charge of the processing and processors

5.1 Persons in charge of the processing. As specified above, Coesia Group processes Personal Data collected from the Data Subject through the Websites. Directors, shareholders and independent collaborators (independently from the contractual relationship concerned) of the Coesia Group may process Personal Data in their capacity as persons in charge of the processing, according to National Data Protection Laws and to art. 29 of the GDPR. The persons in charge of the processing are duly trained and empowered to allow access to Personal Data according to the Privacy Policy and subject to their tasks being performed and assignments.

5.2 Processors. The Coesia Group may designate as processors entities/individuals for the purposes described above. The complete list of all processors may be required by Data Subjects to the Coesia Group, by sending an email to the email address cpo@coesia.com.

6. Method of processing, storage of Personal Data and security measures

6.1 Methods of processing. The Personal Data of Data Subjects are processed almost exclusively through automated procedures, by using computerized systems and softwares or, in a limited number of cases, through manual means (e.g. on paper), provided however that in any event such Personal Data are processed adopting methods which are strictly related to the purposes for which such data have been collected and anyway to ensure their security, in accordance with the GDPR and the National Data Protection Laws.

6.2 Place of automated data processing. Processing of Personal Data is made by the Coesia Group as joint-controllers and/or – if appointed – by the processors. Personal Data are stored in the head offices of the Coesia Group’s companies where the physical servers are and in some cases on servers of third parties, which provide cloud services to allow storage of Personal Data.

6.3 Transfer of Personal Data. Personal Data may be transferred in order to achieve the purposes described above to Coesia Group acting as joint-controllers, whether they are located in EU or in third countries outside the EU, provided however that in the latter case, the transfer of Personal Data as above specified shall be made subject to the Coesia Group’s assessment of full compliance with the provisions of chapter V of the GDPR and in particular with article 49.1 B).

6.4 Dissemination of Personal Data. Personal Data will not be disseminated.

7. Data Subjects’ rights

7.1 Rights. Data Subjects, when they are individual/natural persons, may directly address to the Company or the processor/s designated by the same in order to enforce their rights according to provisions of National Data Protection Laws and to the GDPR (articles 15 and subsequent articles), and, in particular, to have access to their own Personal Data, obtain updating and rectification or erasure of the same, restriction of processing, as well as obtain data portability by sending an email to the email address privacy@coesia.com or, with specific regard to the newsletter, by clicking the “unsubscribe” button or following the instructions published on the Website.

7.2 Right to object. With the same procedures described above, Data Subjects may object, in whole or in part, to the processing of Personal Data concerning them, where the relevant legal basis is constituted by the legitimate interests of Coesia Group, pursuant to and with the effects provided for by Article 21 of the GDPR, having regard in particular to direct marketing.

7.3 Complaint. The above notwithstanding, according to article 77 of the GDPR, Data Subjects, when they are individual/natural persons, may lodge a complaint with the competent Supervisory Authority, in order to enforce their rights, as specified above.

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