WHAT CUSTOMERS REALLY WANT! - Makino Europe GmbH

SPECIAL ISSUE FEBRUARY 2005
PRECISELY
The customer magazine from MAKINO Europe
WHAT CUSTOMERS REALLY WANT!
CUSTOMER REQUIREMENTS PUT ON MACHINERY MANUFACTURERS
AND THE POSITIONING OF MAKINO EUROPE.
Long lasting partnership – Precisely.
www.makino.de

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MAKINO Europe is developing to a
flexible technology and service
provider with:
premium-quality products
comprehensive and quick life-cycle service
individual machinery applications and adaptations
optimal value-for-money
MARKET SURVEY: WHAT CUSTOMERS REALLY WANT!
The pre-requisite is product quality. The challenge is quality of service.
In 2004, MAKINO Europe commissioned an independent market research institute with a pan-European investigation
into expectations and customer satisfaction in mechanical engineering. In this study, Makino Europe itself emerged as
having a brand image that is associated with premium quality.
The general outcome emphatically highlighted the wish of machinery manufacturers to see a better standard of service
in the sector. Aside from product quality, service, applications support and spare parts availability were the most highly
rated criteria (see chart opposite). This survey was the basis for developing the services spectrum focused on technology
and services leadership at MAKINO Europe.

LONG LASTING PARTNERSHIP – PRECISELY
Consistent customer orientation: The future of MAKINO Europe.
Dear business associate,
dear friend of our company,
MAKINO Europe has an ambitious
goal: to be the first-choice partner
whenever and wherever a European
enterprise is thinking of launching or
optimising high-precision production
technology for parts manufacture and
mould/die production. This is the target
we have set ourselves and to
which we aspire.
Our future is one of consistent customer
orientation. Order statistics prove
that we are on the right track and that
our progress is being honoured: the
order intake in Europe revealed a relative
rise in 2004 – one surpassing
growth within the industry by 15%
points. We are confident that this special
issue of Precisely will give you a
better insight into our future path.
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4
3
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MEAN: 5 = very important to 1 = completely unimportant
Product Quality
The survey below was the initial basis
to definitively learn what the needs of
the technology provider market really
are and what European customers
currently think of MAKINO. Our whole
company is oriented to satisfying these
demands completely – while not forgetting
our own ambitions, of course.
After all, in a constantly changing market
our customers’ success is our
success too.
That also requires us, as a company,
not to shy away from changes. We
have organised our business units and
country competencies (see next page)
into a clear structure that guarantees
fast handling. All customer-relevant
functions are being reinforced. This
means that we are constantly developing
services for our customers.
From consulting to implementation to
comprehensive life-cycle service, the
emphasis on customer-orientation is
being increased in all areas. For instance,
in future we will be able to
perform many of our services on site
at our customers’ premises – simply
ideal for them.
We see ourselves as an active partner
searching for long-term customer relationships
and dialogue. After all, only
in a mutual exchange of ideas with
you can MAKINO deliver solutions that
support you optimally.
Join us on the way – for the long term!
P. Anders Ingemarsson
President & Chief Executive Officer
MAKINO Europe
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Price-Performance Ratio
Control System
Source: UNITED RESEARCH 09/04
Sales Organisation
Service/Support
Friendliness and exper ...
Promtness of bid ma ...
Application support
Delivery times
On-the-job training of ...
PRECISELY FEBRUARY 2005
Availability of
replacement parts
Local contact
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MAKINO TEAM AND ORGANISATION
Lead achieved through experience and innovation.
Precisely: Mr. Speetzen, to ask a
provocative question: Many manufacturers
use product quality to put their
case across. Why should the customers
choose MAKINO of all companies?
Speetzen: There are a number of
reasons: MAKINO premium quality,
which I have been promoting for many
years, is an acknowledged fact. What
also distinguishes MAKINO is good
value-for-money in all machinery classes
and comprehensive life-cycle services
which we intensively promote
and constantly develop.
Precisely: Automotive industry, aerospace,
agricultural and construction
machinery or industrial components
– MAKINO Europe is a specialist in a
variety of market segments. Does each
industry have different requirements?
Speetzen: The requirements are just
as varied as the industries’ specifications.
However, what they all have in
common is the demand for high productivity,
quality and reliability.
Our declared interest is to provide exemplary support for our customers
in launching and optimising high-precision production technology in a longterm
partnership. To achieve this, MAKINO relies on a clearly structured
organisation and competent team. The combination of our long experience
and new strengths is reflected throughout the entire organisation. Business
Unit Manager Uwe Speetzen, our reliable contact person for many years
in the Production Machinery division, as well as Harald Koban (Services)
and Wolfgang Zernickel (Die and Mould Production) as new business unit
managers, here discuss the re-positioning of MAKINO Europe.
Uwe Speetzen, Business Unit Manager, Production Machinery
MAKINO’s implementation, individually,
then provides the customer with decisive
additional benefits.
Precisely: Can you give us some examples?
Speetzen: In the automotive industry,
MAKINO, with its “Agile Production”
concept, fulfils the market requirements
of multi-stage investments,
quick response to product changes,
and plant re-configuration possibilities.
This is achieved mainly through highperformance
machining centres and
modules.
Market and industry sectors demand
flexible, no-delay reactions for industrial
components. For production,
this presents the challenge of offering
short cycle times at affordable prices.
MAKINO’s answer to this is the “a1
series” for all-in machining and extension
to flexible production systems
using multi-stage systems technology
– all at reasonable investment and
operating costs.
Or in the aerospace field where MAKI-
NO has been globally oriented for many
years now. A great demand can be
noted here for innovative production
technology and new machinery concepts.
For machining structural components
of whatever size, MAKINO
has highly productive 5-axle centres
for aluminium and titanium. MAKINO
also has multifunctional centres not
only for the usual machining but also
for heavy-duty abrasive work on aircraft
turbines. As you can see, we
provide efficient solutions for every
industry.
“We respond to the aspiration for greater productivity
with quality and service leadership.”
Precisely: And that always under the
above premise: quality, productivity
and reliability?
Sweeten: Precisely – as we say in
our claim.
Precisely: Thank you for your time.

PEOPLE. DIES. SERVICES.
The new Business Unit Managers at MAKINO Europe.
MAKINO Czech Republic
Viktor König
Prague
MAKINO France
Bruno Laureys
Bondoufle
MAKINO Italy
Nicola Palmieri
Cornegliano
Business Unit – Die Technology
PRECISELY FEBRUARY 2005
“Perfect eroding is our standard. Growing market needs and the demand for
ever shorter cycle times in die sinking and wire EDM and in hard milling have
resulted in a multitude of models for the most varied of machining tasks in
different industries. Our precise solutions have turned us into a leading partner
from the watch and clock industry to chip and micro-component manufacturing.
“Our concern is developing the high standards in die sinking and wire EDM,
and further raising productivity for our customers. To this end we place our trust
in innovations and continuous automation and also in the efficient provision of
high-level staff training.”
Wolfgang Zernickel, Business Unit Manager, Die and Mould
Business Unit Services
“We provide customers with tailor-made comprehensive solutions.
Our services are oriented to individual customer requirements and take the
customer through the engineering and installation phase and the entire operating
period. Our services therefore extend beyond simply providing machines and
equipment from our company. Our mission is to provide our customers with the
greatest possible productivity and production safety. As a reliable partner, we
are there whenever and wherever we are needed. We do not consider only
certain parts of the process but instead always come up with the best comprehensive
solution for our customers. To put it simply: our task is to guarantee
the required availability of technology through high-quality services and attractive
costs. Internationally, reliably, competently and on time.”
Harald Koban, Business Unit Manager, Services
MAKINO Europe
P. Anders Ingemarsson
Hamburg
Die & Mold
Wolfgang Zernickel
Kirchheim u. T.
Production Machinery
Uwe Speetzen
Hamburg
Services
Harald Koban
Hamburg
Marketing & Product Planning
Markus Vetter
Hamburg
Finance & Administration
Dirk Stegelmeyer
Hamburg
The business unit managers for Die Production, Production Machinery and Services are responsible for their divisions across
Europe. Country-by-country branches increase customer proximity even more. All units are supported by Finances and Marketing.
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MAKINO SERVICES AND SUPPORT
Service begins earlier at MAKINO and never ends.
Leading companies from the automotive and aircraft industries as well as micro-component, chip and watch and
clock companies trust the precision, dependability and performance of our machines and systems. Absolute
reliability, fast service and precise individual solutions are the hallmarks of our comprehensive MAKINO services.
Proximity to customers across Europe is guaranteed by our technology and service centres. Language is never
a barrier.
Consultation:
The productivity of machinery and
equipment greatly depends on the
selection of the right technology
and products. MAKINO Europe has
the technological competence in all
the relevant fields: horizontal and
vertical machining as well as wire
and die sinking EDM. Our specialists
provide competent and comprehensive
consultation. In all decisions the
whole range of tasks assigned by the
customer is always the main consideration.
The result is a clear recommendation
for the right product and
technology to be implemented – always
the most efficient combination.
Technology Support:
Customer-specific adaptations
are undertaken with perfect accuracy.
Tailoring procedures to
customer’s individual requirements
– from specific handling
devices and clamping fixtures to
control programming – minimises
auxiliary process times. MAKINO
Europe always provides the optimal
tool for an optimal production
process.
Integration in existing systems:
We see to the ideal incorporation
of our machinery into our customers’
production systems. Our
specialists’ expertise makes sure
that problems with overlapping
points are a thing of the past.
Complete production modules
from a single source: we provide
all-in systems for a complete production
process from loading to
unloading, to all programming and
all milling jobs, up to de-burring
and component cleaning.

After-Sales Services:
Training:
Economic production and efficient
use of machinery and systems depend
largely on the qualified training
of operators. Reliable service
is guaranteed by training at our
company or directly at the customer’s.
Our large range of courses
extends from system operation,
NC programming, high-speed cutting
to refresher courses.
Telephone service:
Quick correction of malfunctions
using the diagnosis system – one
that connects machine/modem
with the system processor.
Spare parts service:
Thanks to our expanded warehouse
in Europe as well as the
global spare parts support within
the MAKINO Group we can supply
spare parts within a uniquely
short time span.
Repair service:
If repairs are necessary, our technicians
are on location at the
trouble spot very quickly. They
are so competent that they can
often help for a minimum charge.
PRECISELY FEBRUARY 2005
Spindle repair centre:
An exemplary industry-wide service
facility from MAKINO Europe.
Spindles are overhauled and repaired
in the company’s own
Competence Centre in Hamburg.
The replacement spindles provided
and fitted during this process
guarantee continued and undisturbed
production at our customers’
premises.
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OUR PATH IS ONE OF SERVICE. OUR AIM IS YOUR SUCCESS.
Join us. We are here to reliably serve you across Europe today and in the future – completely in the sense of
„Long lasting partnership – Precisely.“
Our competence, products and services in the fields of parts
manufacture and mould and die production have turned us into
the specialist for the following industries and fields:
Aerospace – Turning performance into speed
Automobile industry – Driven by competence
Agricultural and construction machinery – Your duty is our challenge
Industrial components – Flexibility and precision non-stop
High precision & micro-technologies – Shaping the invisible
Mould and die production – When precision becomes passion
You can find your MAKINO partner in Europe at: www.makino.de
MAKINO Europe GmbH, Wiesendamm 30, 22305, Hamburg, Germany,
Phone: +49 40 298090; Fax: +49 40 29809 400, E-Mail: office@makino.de
Long lasting partnership – Precisely.
www.makino.de
REICHL UND PARTNER