The Business Protection Program: Empowering Manufacturers with Enhanced Customer Service
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.