The service lifecycle in the construction of machine tools

DMG sees this service as one of the most important in the international machine tool industry differential characteristics, especially because the demands of the customers are becoming more and more complex. It is no longer sufficient to ensure high availability of the spare parts and a fast service on-site during the implementation underway or in the event of breakdowns specific, although these aspects will continue to be vital towards the satisfaction of the customers. The response of DMG is based in nearly 1,200 DMG service technicians and DMG Spare Parts GmbH in Geretsried, where about 100 employees ensure that the spare parts, conversion, docking and subsequent equipment reach their destinations as quickly as possible and with a 95% availability.

Machine tools customers takes into account the total cost of ownership, a point of view that leads to the global exigencies of the service. In response, DMG has developed a proactive and advance a variety of service products and service offerings appropriate that fall within the 'DMG Service Solutions'. These solutions are consistently to the optimization of the process of customers and their productivity: from individual training offers in the Academy Training DMG, passing through innovative software, such as the DMG Virtual Machine products, designed for the simulation of the machinesup the help online or telephone service DMG 24/7, where customers can receive, at any time and a professional support, from anywhere in the world, competently and in their local language to respond to questions or concerns related to the service.

The philosophy of service is being continuously reinforced in many companies and has therefore increased care when handling the machine tools. This is reflected, above all, in the fact that customers give much higher priority to prevention. Once more DMG supports its clients, for example, with specific tools of analysis and checking systems under control, with those who can plan and prepare exactly the maintenance intervals and service assignments. This avoids the periods of inactivity of the machine and minimized downtime. That is why that DMG offers numerous services of prevention as part of its after-sales service as, for example, special maintenance kits with which the client can replace wear parts to maintain its facilities in good condition.

Another example is the Netservice DMG, a service that can solve problems by just pressing a button. Because in the event of any problem, this remote service allows accessing the expertise of the DMG service in a few seconds. In addition, with DMG Messenger client can check at anytime, anywhere the current state of your machine and, if necessary, act with an immediate response to the anomaly. This solution is now available also in modern smartphones.

Prevention may also mean always being well prepared before any issue related to the service, an important point when it comes to delicate spindle technology. Thus, DMG offers a replacement service of spindle by means of which the damaged screw is changed immediately and production can resume without wasting time. In addition to the provision of service, also offers the possibility of repairing the spindle to the individual needs of the client. In a few days, the machine will be ready for use, and this will result in a significant cost savings.

The examples above document in a convincing way the autognosis of DMG as a provider of tailor-made solutions for the client. The guiding principle is to offer comprehensive support to the user, also in the peripherals of machine tools, in order to ensure a production with maximum efficiency. Therefore, that the portfolio of services includes both Robotics and systems of management of DMG Automation GmbH as devices for prior adjustment of the tool of DMG Microset GmbH. The same applies with the intelligent software systems such as the new supply chain DMG to get the fastest journey from drawing up the work piece.

Used machines fall into this category and DMG considers this aspect as something natural within the benefits it offers to its customers. This includes machines cheaper with a comprehensive warranty by the manufacturer, as well as the share buyback, if necessary, of machines older to make new investments. The expanded portfolio of services shows that the promise of the life cycle of DMS service is comprehensive.

Optimization with a close customer service

Currently the DMG Service solutions act very closely with the customer and their needs, is maintained regular contact with clients to deal with the various offers and throughout the supply chain and is working to optimize its production. Both parties benefit: thanks to the great innovative impulse and the great capacity of reaction of DMG, it is possible to see first hand the demands of the client and always incorporate them into the latest developments. In any case, the DMG service in all its facets has become a differential characteristic of this leader of the market in the international machine tool industry.