Ser­vice with pre­cisi­on incre­a­ses effi­ci­en­cy and transparency

Ser­vice with pre­cisi­on incre­a­ses effi­ci­en­cy and transparency

At the mea­su­ring machi­ne manu­fac­tu­rer WENZEL, one of the mar­ket lea­ders in the field of inno­va­ti­ve mea­su­ring tech­no­lo­gy, who­se main cus­to­mers inclu­de not only mecha­ni­cal engi­nee­ring and the auto­mo­ti­ve indus­try but also com­pa­nies from the aero­space indus­try, ser­vice is an ele­men­ta­ry com­po­nent of busi­ness ope­ra­ti­ons. In order to fur­ther opti­mi­ze the high sup­port qua­li­ty, the Ser­vice Manage­ment Sys­tem from Inno­soft was intro­du­ced this year.

The WENZEL Group GmbH & Co. KG used dif­fe­rent data­ba­ses and pro­grams for pro­cess repre­sen­ta­ti­on and resour­ce plan­ning. Now, howe­ver, it was deci­ded to set up an all-round packa­ge as part of the future-ori­en­ted WENZEL 4.0 pro­ject. In the cour­se of this pro­ject, the com­pa­ny wan­ted to incre­a­se effi­ci­en­cy wit­hin the com­pa­ny, move away from iso­la­ted app­li­ca­ti­ons and pro­vi­de more trans­pa­ren­cy bet­ween departments.

After the glo­bal­ly estab­lis­hed com­pa­ny had pre­sen­ted Inno­soft for the first time in a lar­ge round at its inter­na­tio­nal ser­vice mee­ting, it was deci­ded to push ahead with IT sup­port for ser­vice pro­ces­ses. By means of remo­te pre­sen­ta­ti­on of the Inno­soft Resour­ce Plan­ning, also repre­sen­ta­ti­ves of the US loca­ti­on could be invol­ved. Thus, not­hing more stood in the way of a work­shop for the deve­lo­p­ment of joint solu­ti­on approa­ches for the pre­vious­ly defi­ned and docu­men­ted requi­re­ments of the ser­vice processes.

Das Innosoft Dashboard bei Wenzel Präzision
Ticket­über­sicht mit farb­lich erkenn­ba­ren Prio­ri­tä­ten und varia­blen Filtermöglichkeiten

Trai­nings and accep­t­ance tests befo­re the go-live

After the pro­ject sche­du­le and scope had been defi­ned in the requi­re­ments spe­ci­fi­ca­ti­on and the order had been pla­ced, an initi­al kick-off mee­ting with all par­ties invol­ved was held in Febru­a­ry 2018. The first task was to pro­gram the necessa­ry inter­faces for inte­gra­ti­on with the exis­ting SAP sys­tem so that order data did not have to be main­tai­ned twice and manu­al­ly. In the two weeks befo­re the go-live at the end of April, the key users had to be trai­ned and user accep­t­ance tests had to be car­ri­ed out. In order to cla­ri­fy the ques­ti­on of whe­ther the desi­red pro­ces­ses can be well map­ped with the soft­ware, Inno­soft pro­ject mana­ger Tho­mas Loeber simu­la­ted some real examp­les with the users on site.

After­wards it was time for the trai­ning of the pro­grams. Accord­ing to pro­ject mana­ger Loeber, the “accep­t­ance was excep­tio­nal­ly high. The employees very quick­ly reco­gni­zed the advan­ta­ges the new sys­tem offers them.” The­se advan­ta­ges inclu­de, for examp­le, the incre­a­sed cla­ri­ty in the tickets and ticket over­views. Colou­red mar­kings for prio­ri­ties or dead­lines make it immedia­te­ly clear what needs to be unders­tood par­ti­cu­lar­ly acu­te­ly and quickly.

Tho­mas Loeber has crea­ted various clear pre­sen­ta­ti­ons for this pur­po­se, which enab­le fas­ter and more tar­ge­ted access to the desi­red infor­ma­ti­on. In addi­ti­on, the e‑mail inte­gra­ti­on offers gre­at advan­ta­ges for spa­re parts sup­ply. Direct­ly from the Inno­soft sys­tem, a sub­ti­cket con­tai­ning the infor­ma­ti­on necessa­ry for an order pro­cess can be gene­ra­ted and for­war­ded to the appro­pria­te department.

Gra­du­al intro­duc­tion befo­re inter­na­tio­nal rollout

The first sta­ge of the intro­duc­tion in Ger­ma­ny took place at the end of April. In addi­ti­on to the Ticket Sys­tem and Resour­ce Plan­ning and Docu­ment Manage­ment, this inclu­ded the con­nec­tion to the Out­look sys­tem descri­bed abo­ve. As a second step, the instal­la­ti­on of the Inno­soft Sales Manage­ment inclu­ding a con­nec­tion to the exis­ting SAP sys­tem will fol­low short­ly. The orders crea­ted in SAP can then be con­ve­ni­en­t­ly trans­fer­red to Inno­soft and then pro­ces­sed fur­ther the­re. As a third step, the Mobi­le Field Ser­vice is to be con­nec­ted as ear­ly as autumn. By means of this the WENZEL tech­ni­ci­ans can report their times direct­ly from Inno­soft to CATS, the time record­ing sys­tem of SAP.

For the end of the year, the fourth and initi­al­ly last step is the intro­duc­tion of Innosoft’s Main­ten­an­ce Manage­ment. Bes­i­des the admi­nis­tra­ti­on of main­ten­an­ce con­tracts, a spe­cial con­tract manage­ment with various sup­pliers is plan­ned. This step-by-step approach makes sen­se from two per­spec­ti­ves. On the one hand, the deve­lo­p­ment and adap­t­ati­on effort for Inno­soft pro­gramm­ers would be extre­me­ly high if all modu­les were put into ope­ra­ti­on at the same time. On the other hand, it would make it easier for users to start working with a new sys­tem if the new pro­ces­ses were inte­gra­ted into exis­ting work habits ins­tead of repla­cing them with a com­ple­te­ly new pro­gram envi­ron­ment all at once.

Syn­er­gy effects through cross-bor­der plan­ning and cen­tral data evaluation

For this rea­son, the com­ple­te instal­la­ti­on in Ger­ma­ny is to be com­ple­ted and brought to a smooth start befo­re the inter­na­tio­nal roll­out for the world’s lar­gest fami­ly-run mea­su­re­ment tech­no­lo­gy pro­vi­der fol­lows. After the head­quar­ters in Wies­thal, it is plan­ned to initi­al­ly con­nect the sites in Ita­ly and the USA. Fur­ther roll­outs for glo­bal solu­ti­ons are to be worked out for all sub­si­dia­ries in Gre­at Bri­tain, Fran­ce, Switz­er­land, Chi­na, India and Sin­g­a­po­re. Syn­er­gies can thus be achie­ved through cross-bor­der plan­ning and data that can be eva­lua­ted centrally.

In the future, it should be pos­si­ble to eva­lua­te error codes and, with the collec­ted know-how, crea­te a know­ledge data­ba­se that can be of use to all tech­ni­ci­ans and ser­vice staff world­wi­de, regard­less of the local lan­guage. Whe­re­as today’s tech­ni­ci­ans are main­ly acti­ve in their assi­gned sales ter­ri­to­ries and car­ry some equip­ment for the sen­si­ti­ve set­tings of the mea­su­ring sys­tems, which is why the jour­ney to the cus­to­mer is usual­ly made by car, it may well make more sen­se in urgent cases to tra­vel a lon­ger distance by air. In this way, high­ly qua­li­fied experts can be spe­ci­fi­cal­ly deploy­ed worldwide.

Com­pa­ny head­quar­ters of WENZEL Prä­zi­si­on GmbH in Wiesthal

About WENZEL Group

The WENZEL Group GmbH & Co. KG is one of the mar­ket lea­ders in mea­su­re­ment tech­no­lo­gy. The main cus­to­mers are com­pa­nies from the auto­mo­ti­ve, aero­space and mecha­ni­cal engi­nee­ring indus­tries. The mea­su­ring machi­ne manu­fac­tu­rer is an expert in the fiel­ds of coor­di­na­te mea­su­ring tech­no­lo­gy, opti­cal high­speed scan­ning and com­pu­ter tomo­gra­phy. The fami­ly-run com­pa­ny has sub­si­dia­ries world­wi­de and a net­work of ser­vice and sales part­ners in over 50 coun­tries. Sin­ce clo­se cus­to­mer ties and the hig­hest qua­li­ty of sup­port are among the company’s cen­tral deman­ds, the glo­bal play­er works true to the mot­to “Think glo­bal­ly – act local­ly”. The WENZEL Group cur­r­ent­ly employs more than 650 people.

The com­pa­ny was foun­ded in 1968 as a small tes­ting equip­ment and pre­cisi­on mea­su­ring tools manu­fac­tu­ring craft enter­pri­se in Wies­thal – in 2018 the 50th anni­ver­s­a­ry of the com­pa­ny will be cele­bra­ted – and has always remai­ned true to this loca­ti­on in the heart of the Spes­sart. In 1973, the lar­ge pro­duc­tion hall with machi­ne equip­ment was inau­gu­ra­ted at the site, fol­lo­wed ten years later by the exten­si­on of Plant 1. Inter­na­tio­na­liz­a­ti­on picked up speed in the nine­ties, and the sub­si­dia­ries in Gre­at Bri­tain and the USA foun­ded in 1994 were fol­lo­wed by the lay­ing of the foun­da­ti­on stone for the French branch in 1997. In 2005 the Asi­an mar­ket was con­que­red with the foun­da­ti­on in Shang­hai and three years later with the foun­da­ti­on of South Asia, fol­lo­wed by the foun­da­ti­on of the WENZEL loca­ti­on in Ita­ly in 2010.

Bes­i­des the machi­nes, the field of mea­su­ring soft­ware has been play­ing an incre­a­singly important role for the com­pa­ny sin­ce its ent­ry in 1999. For this rea­son, a com­ple­te­ly new archi­tec­tu­re has been deve­lo­ped for the soft­ware, which signi­fi­cant­ly sim­pli­fies the inter­ac­tion bet­ween the solu­ti­ons: Metro­lo­gy 4.0 is the WENZEL Group’s ans­wer to the nume­rous chal­len­ges asso­cia­ted with digi­tiz­a­ti­on. WENZEL Metro­lo­gy – short WM | Soft­ware Solu­ti­ons – pro­vi­des sin­ce 2016 the right pro­ducts and modu­les for its cus­to­mers. A fur­ther mile­stone in the deve­lo­p­ment is for examp­le the first WENZEL com­pu­ter tomo­graph, which was pre­sen­ted in 2008. The com­pa­ny was also plea­sed about nume­rous awards. Only in 2016 the com­pa­ny was cho­sen among the Top 100 inno­va­tors of the Ger­man medi­um-sized busi­nes­ses and in 2018 the inspect award fol­lo­wed, whe­re WENZEL was awar­ded first place in the cate­go­ry Control.

WENZEL Group GmbH & Co. KG
97859 Wiesthal

Tel.: +49 6020 2010
Fax: +49 6020 2011999

Web: www.