Page 32: of Maritime Reporter Magazine (October 1998)

I HI 111 t • 1 by David Tinsley, technical editor

Wiirtsilii NSD—restructure in the front line

The creation of Wartsila NSD

Corporation from the main product companies Wartsila Diesel and

New Sulzer Diesel has entailed the merging and restructuring of the global service network which inter- faces with the customers. At the same time, the new European engineering force has simultane- ously implemented a dedicated logistics development program, aimed at rapidly improving overall service levels for its equipment. "The time is long past when the development and marketing of state-of-the-art prime movers was the only driver of our business," said Max J. Wieringa, senior vice president in charge of service. "We are very much aware that it is the customer's business which drives us and we have to create value for the customer ... In this context, our mission is to keep our customers' investments productive by opti- mizing their operations and prod- uct life cycle, in partnership with our global service organization," explained Mr. Wieringa.

Recognizing the disparate nature of marine operations and applications, and the commensu- rate range in the type and depth of support required, Wartsila NSD has developed a variety of mainte- nance contracts from basic spare parts back-up, through service agreements to a comprehensive package including performance guarantees.

The flexibility to customize the after-sales scope is expressed both in the content as well as the type of service agreements under the

Marine Partner banner, which can embrace spare parts, support, inspection, maintenance, manage- ment support or performance, for instance. Thus a supply agreement covering spares could entail special delivery terms or on-line ordering, auxiliary equipment parts as well as main machinery spares, or a turnover-related bonus system.

The "one supplier, one responsi- bility" concept is encapsulated in the performance agreement model, which guarantees specific require- ments as regards the availability, reliability and efficiency of the installation.

It aims to reach specifically agreed performance values and operational targets on a long-term basis, with in-service support and maintenance performed by

Wartsila NSD's engineers, and is thereby tantamount to a "high end risk- and benefit-sharing partner- ship." Clearly, customer support has been extended beyond the tra- ditional after-sales service and spare parts supply.

Unequivocal in its belief in the value and importance of a front- line presence, the company has expanded its global network of ser- vice stations, so providing clients and their ships with local contacts and factory-trained service engi- neers and mechanics on the

Wartsila NSD payroll.

Pointing to what it regards as a widely varying obligation by man- ufacturers to service support, the company takes the view that "Top quality after-sales service materi- alizes only in the field, in the daily work performed by human hands and minds. Unless the people responsible for the service are able and willing to identify your needs and act on them promptly and properly, service is just a catch- word with no real meaning."

The worldwide service network in 50 countries provides the point of access for the various degrees of assistance, support and service permutations embraced by the

Marine Partner concept, embrac- ing maintenance, parts, recondi- tioning, technical support, training and plant management systems to customized agreements at differ- ent levels.

Answering the need for better availability of spares and improved logistics, Wartsila NSD has set about creating a network of region- al distribution centers, aimed at shortening response times and enhancing inventory control. In parallel to the closer attention to logistics, new communications technology has been employed so as to share information throughout the service network in a cost-effec- tive manner. Completion of the inter-connected systems is fore- seen before the end of 1998. In addition, it has this year realized plans for developing its scope in the reconditioning of parts.

Making reconditioned parts avail- able to customers widens its over- all scope of service by helping clients optimize their investments during the total life-cycle of the installation. — DT

MAN B&W - responsive to service needs

Indicative of the scale of the back-up operation maintained by the

MAN B&W Group's Danish arm, designer of the world's leading two- stroke marque and a range of four-stroke plant, the Diesel Service divi- sion processes about 500,000 orders and quotations per year.

The continuously updated database contains requisite information on all machinery in service, including many models no longer in produc- tion, along with details of a client list of approximately 4,000 users.

MAN B&W Diesel Service covers both the low-speed range, primarily manufactured abroad by licensees, but with an increased production of smaller models at the Alpha works in Frederikshavn, together with all

Danish-designed four-stroke machinery from the Alpha and Holeby divi sions.

Copenhagen plays a pivotal role in the logistics of serving customers' needs, carrying a considerable inventory of standard, wearing parts, numbering about 20,000 different items. Beyond the main stock, the company has smaller stocks at strategic locations around the world, to ensure expeditious delivery to yards, ships and other users. In addition, the communication links with licensees enable items to be quickly drawn from builders' stocks and production programs. The close co- operation between the service organization and the research, develop- ment and design departments in Copenhagen is a strength, since its ensures that Diesel Service is constantly apprised of new developments and design changes, and thereby able to advise customers about all aspects of engine operation. In addition, licensees are obliged to provide information relating to any deviations from the MAN B&W drawings at the time of manufacture, to the long-term good in spares supply and ser- vice support for the machinery.

An area of concern is the large number of unauthorized spare parts suppliers operating in the market, providing copied spares. MAN B&W warns that shortcomings in the quality of parts from such sources, where material selection for pro- duction is not as stringent as that (Continued on page 34) 32 Maritime Reporter/Engineering News