Service is a core issue for MEIKO. The German machine builder with further manufacturing subsidiaries in the USA and China launched a special award for service last year with the aim of maintaining a superlative level of service within the group.
This year, the award went to MEIKO Australia Pacific Ltd. headquartered in New South Wales, Australia. Sören Gleitsmann, Managing Director of the Australian subsidiary accepted the award from MEIKO Service Global Head, Hans-Dieter Breidenband, at Offenburg headquarters, saying, ‘My team and I are especially happy to receive this award as the standard was so high.’
There is no room to bluff on the performance indicators. MEIKO measured the response time from receiving a service call to resolving the customer's request, the level of training employees have, fluctuation within the service organization, growth in the service organization in the past year, service support not required from the parent company, and efficiency.
Australia measures 7,688 km² and transportation infrastructure in the country is a challenge due to the mountains and deserts. Sören Gleitsmann: ‘Our guiding principle is customer proximity. That is significant in service, especially. We have to be able to assist the customer quickly and simply no matter where they are. That is why all of our employees and our partners, for example our specialist dealers, are required to undergo regular service training. That way we deliver not just good work, but great work. We can see that in our consistent improvements in performance.’
Ian Crockston at Sanctuary Cove Resort in Queensland is a customer. He describes the maintenance service for his rack type dishwashing machine, ‘It's not just the savings. These machines are maintained regularly and we know that they are sturdily built. How would I describe MEIKO in three words? I'll go for: reliability, quality and efficiency.
Hans-Dieter Breideband is very happy with the Australian team's results. ‘What drives us is maintaining a high standard worldwide. Our customers have the right to flawless service, no matter where in the world they call home. Our training centers in a range of countries ensure that product knowledge is communicated firsthand.’