P R - R e p o r t C P C N , C o n s u l t i n g P r o j e c t C h i n aB u s i n e s s A d m i n i s t r a t i o n , B u s i n e s s I n f o r m a t i c s , f u l l & p a r t - t i m e s t u d y

B u s i n e s s p r o c e s s m o d e l f o r a c u s t o m e r s e r v i c e m a n a g e m e n t s y s t e m

«Coming together is a beginning. Keeping together is progress. Working together is success.» (Henry Ford)

nominated

University of Applied Sciences of Eastern Switzerland

www.fhsg.ch/praxisprojekte

Dieter Voegtli, Buhler Group China & Southeast Asia, Wuxi

The combination of Chi-nese and Swiss students in one team was perfect for the project task: With fresh eyes and a clean sheet of paper the project

team helped to review the existing, undo-cumented processes of Buhler China and to define a To-be model that will now be tested and implemented in Buhler’s service organizations.

Coaches: Prof. Dr. Wilfried Lux, FHS St.Gallen Prof. Ming Yao, Tongji University Shanghai

The team managed greatly to get an overview of the business processes and develop optimized proce-dures for the service sta-tions. It also proposed ad-ditional features to satisfy the customer’s needs. The

multicultural Chinese-Swiss team proved to be a star team, not a team of stars. It was a great pleasure working together.

Buhler Group China & Southeast AsiaBuhler has its own affiliate in China since 1982, where it employs about 3’000 peo-ple. The headquarters of Buhler China are located in Wuxi in the greater Shanghai area. The facility in Wuxi is an important development center for the Buhler Group and the largest Buhler factory in the world. Buhler China offers the entire range of Buhler products and services and operates manufacturing facilities not only in Wuxi but also in Changzhou, Shenzhen, Hefei and Xian. Besides, Buhler manages and supplies all of Southeast Asia from China.

ResultsAs part of Buhler’s global initiative to im-prove customer service, the project team created three handbooks on the main pro-cesses of a Buhler service station: Pre-ope-ning, in-house routine operation and pro-active sales. The team provided numerous newly created easy-to-use supporting do-cuments for these processes, but also de-veloped further existing Buhler documents. In addition, key performance indicators for the in-house routine operation and pro-ac-tive sales processes were created which al-low service station managers to measure and control the station’s performance. Fur-

thermore, the team not only developed a management cockpit, but also worked out improvements for Buhler China’s training concept and incentive system.

Standardize service station processesBuhler China plans to open at least three new service stations per year in China and other Southeast Asian countries, for which the processes need to be laid out clearly. The created handbooks also enable exis-ting service stations to standardize their processes better and to reach out more pro-actively to customers.

Combining knowledge of experts and employeesAfter desk research on the main processes the project team drew drafts of all proces-ses to discuss them on site in China. After having interviewed Buhler China emplo-yees on the processes and having visited two plants and a service station, the gai-ned knowledge was integrated in the handbooks. The team also conducted inter-views with experts on processes and per-formance management and did further desk research on training and incentive systems.

ProspectsBuhler China & Southeast Asia is a very successful unit of the Buhler group. Never-theless it still has some potential for impro-ving its processes. To use this potential fully, the project team recommends imple-menting the handbooks in the service sta-tions in combination with ERP software.

Project TeamCornel Müntener, University of Applied Sciences, St. Gallen, Switzerland / Project leaderHaijing (Hellen) Ding, Tongji University Shanghai, ChinaFabian Gämperle, University of Applied Sciences, St. Gallen, SwitzerlandJonas Mathys, University of Applied Sciences, St. Gallen, SwitzerlandYating Wang, Tongji University Shanghai, ChinaChaoping (Millay) Xu, Tongji University Shanghai, China

ClientBuhler Group China & Southeast Asia, Wuxi/ChinaDieter Voegtli / Presidentwww.buhlergroup.com

CPCN project for Buhler China

Process handbooks

Pro-active sales

Supporting documents

KPIs Training and incentive

In-house routline operation

Pre-opening

Buhler’s global project to improve customer service

klimaneutrale Drucksache / myclimate.org / No. 01-11-151005 / PR 116