Repair @ BSH Home Appliances
LightingEurope Workshop
04 June 2018 Bruno Vermoesen
BSH HOME APPLIANCES GROUP Agenda
Company overview
Repair in development
BSH service organization
Spare parts availability
Key elements of repair
Repair information
Extraordinary collaborations
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 2 BSH The Company BSH The Company
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 3 Facts and figures for fiscal year 2017
Nr. 1 13.8 Mrd. 61,800 In Europe Euros in Revenue Employees
4.5% 43 Research and Factories Development
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 4 Steady growth up to the record year of 2017
1967 1990 2017
Factories 3 in Germany 13 in Europe 43 worldwide*
Employees 14,000 23,000 61,800 at Robert Bosch GmbH and Siemens AG in the home appliance sector
Revenue (€ billions) 0.5 3.3 13.8 *As of March 2018
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 5 Strong presence in all BSH regions
St. Petersburg Europe Moscow
Kiev
Toronto Almaty Çerkezköy Chuzhou Nanjing Irvine New Bern Istanbul LaFollette Casablanca Wuxi Dubai Taipeh Tel Aviv Hong Kong Production locations: Mumbai Cooking Chennai Bangkok
Refrigeration/Freezing Kuala Lumpur Singapore
Dishwashing Jakarta Washing/Drying Lima Consumer Products Motors, pumps Johannesburg Santiago de Chile Melbourne Auckland Company headquarter Subsidiaries/ Locations
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 6 BSH Region Europe*
* The subsidiaries in Latin America and Israel belong to Region Europe Oslo Helsinki Stockholm
Ballerup
Nauen Berlin Milton Keynes Amsterdam Warsaw Lima Bad Neustadt Lodz Brussels Production locations: Giengen RegensburgPrague Luxembourg Bretten Wroclaw Rzeszów Paris Lipsheim Munich Cooking Dillingen Michalovce Vienna Traunreut Nazarje Budapest Refrigeration/Freezing Geroldswil Dishwashing Zagreb Belgrade Santander Milan Washing/Drying Buchares Vitoria Consumer Products Santiago Huarte Sofia t de Chile Zaragoza Motors, pumps La Esquiroz Cartuja Company headquarter Lisbon Montañana Tel Aviv Athens Subsidiaries/ Locations
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 7 14 strong brands: The entire range of modern home appliances
GlobalVision brands
Local Hero brandsVision
LabelVision brands
The BSH Hausgeräte Group is a trademark licensee of Siemens AG and Robert Bosch GmbH for the Siemens and Bosch brands.
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 8 Product categories: Clever home appliances for daily use
Cooking Refrigeration and and freezing baking
Washing and drying
Small Dishwashing home appliances
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 9 Customer service
◼ Around 8,950 customer service employees worldwide, including around 5,000 of our own technicians ◼ Available around the clock ◼ Care line: product consulting over the phone ◼ Free self-help videos on the Internet ◼ Spare parts available for at least ten years ◼ Customer satisfaction studies: BSH customer service rated as “very good” (70%) or “good” (30%) in all countries ◼ Service awards in many markets (e.g. Poland, China, Spain, Germany, United Kingdom)
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 10 Investments in Research and Development at a Record Level
637 570 509 The increased share reflects, among 373 334 other things, the investment in the transformation of analog to digital solutions, e.g. connected home appliances.
3.2% 4.3% 4.0% 4.4% 4.5%
2013 2014 2015 2016 2017 in millions of euros / in % of revenue
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 11 Agenda
Company overview
Repair in development
BSH service organization
Spare parts availability
Key elements of repair
Repair information
Extraordinary collaborations
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 12 Repair in development | Overview Service department involvement
Phase 3: introduction of service specific requirements Phase 6: all repair topics implemented + approval Phase 8: monitoring and review BSH uses standardized project architecture and components in order to ensure easy repair and reduce the number of different spare parts. Field Experiences with appliances and components flow into the development process of both appliances and components.
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 13 Agenda
Company overview
Repair in development
BSH service organization
Spare parts availability
Key elements of repair
Repair information
Extraordinary collaborations
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 14 BSH Service | Around the world TC Technical Center DPC Documentation Pool Center GPC Graphic Pool Center VPC Video Pool Center
Headquarters TC Poland
DPC TC Spain TC Turkey VPC GPC TC GR
TC US TC China
TC RAP
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 15 BSH Service | Internal process
Parts order BSH Call center Service request
Service order
Parts delivery
Parts take-back
Centralized spare part warehouse Service engineer End customer
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 16 BSH Service | Europe
❑ Identical process for the whole of the EU ❑ Exceptions: FR, IT
❑ FR: - small own service - network of authorized repairers
❑ IT: only authorized repairers
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 17 Agenda
Company overview
Repair in development
BSH service organization
Spare parts availability
Key elements of repair
Repair information
Extraordinary collaborations
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 19 Spare parts | 10 years availability
First 10 years guaranteed Beyond 10 years
❑ No differentiation between functional and Availability dependent from: design parts ❑ Economical factors ❑ Some parts available as “generic part” ❑ Part rotation Model A
Model B
Model C
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 20 Agenda
Company overview
Repair in development
BSH service organization
Spare parts availability
Key elements of repair
Repair information
Extraordinary collaborations
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 21 Authorised repair | Key elements
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 22 End-user “do-it-yourself” repair | No safety relevant repair
Dishwasher “mooh”-sound
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 23 Agenda
Company overview
Repair in development
BSH service organization
Spare parts availability
Key elements of repair
Repair information
Extraordinary collaborations
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 24 Repair for all | Online presence
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 25 Information for all | Quickfinder online Exploded views Parts list with online ordering possible
www.bosch-home.com Freely available on our brand websites www.siemens-home.bsh-group.com
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 26 Information for authorized repairers | Tradeplace
Independent trading platform: www.tradeplace.com
Multi-brand
Yearly license fee
Access to all repair information
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 27 Information for authorized repairers | What and how?
Disassembly information Exploded views Spare part list Circuit diagram Connection diagram Failure codes Fault diagnosis Service programmes Repair instructions Technical information Videos
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 28 Information for authorized repairers | Training
Classroom training Technical assistance
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 29 Agenda
Company overview
Repair in development
BSH service organization
Spare parts availability
Key elements of repair
Repair information
Extraordinary collaborations
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 30 Collaboration with re-use sector | SOFIE in Belgium 60 to 80 pieces/month
CF SDA 100% LHH Waste appliances ~20%(*) Scrapped
~80%(*)
(*) From normal scrap collection: ~5% sold ~95% scrapped Sold Preparation for re-use
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 31 Collaboration with re-use sector | Belgium BSH-Belgium
http://www.res- http://www.komosie.be/ko/home_10.aspx sources.be/
http://www.dekringwinkel.be/kw/home_1.aspx More than 50 shops… More than 125 shops…
They all get access to all repair information through Tradeplace in collaboration with Recupel
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 32 Thank you!
Bruno Vermoesen [email protected]
BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 33