Rail Vehicle Systems

Edition 24 | August 2009

The customer magazine of Knorr-Bremse Rail Vehicle Systems

Project Dubai Sites Merak air conditioning systems and IFE door systems in Aftermarket Metro Event Railtex Quality Knorr-Bremse complaint management No. 24 | August 2009

Contents E d i t o r i a l Dr. Albrecht Köhler 3 Project platform screen doors 4 Systems for the Austrian railjet 18

Sites Merak air conditioning systems in Asia 10 New site in Krakow 14 IFE door systems in Asia 16

Aftermarket Metro Copenhagen 20

Event Railtex London 8

Quality Knorr-Bremse complaint management 22

Danish S-Bahn Logo Photo: Per Ryolf Imprint: Information for Knorr-Bremse’ s worldwide customers and business partners

Publisher: Central Editorial Office: Conception, text and design by: Knorr-Bremse Systeme für Knorr-Bremse Systeme für Knorr-Bremse Systeme Schienenfahrzeuge GmbH Schienenfahrzeuge GmbH für Schienenfahrzeuge GmbH August 2009 Marketing Karin Dirscherl KB MEDIA GmbH Moosacher Straße 80 Editorial: Carmen Häberlein 80809 München Deutschland Text, layout, graphics: dvhaus GmbH Tel. +49 89 3547-0 Bentele-Glomb GmbH Fax.+49 89 3547-2767 www.knorr-bremse.com Printed by: Pera Druck GmbH E-NEWS-0024-EN your Please contact revision. not be the latest may of this document copy A printed notice. without prior be subject alteration may to publication This and the trademarks “K” mark figurative The update. for the latest www.knorr-bremse.com or check our website representative Knorr-Bremse local Including reserved. rights - All AG 2009 © Knorr-Bremse Copyright AG. in the name of Knorr-Bremse registered KNORR and KNORR-BREMSE are and transferring. such as for copying of disposal, power any retains AG Knorr-Bremse propertyindustrial applications. rights

 Editorial

What is Knorr-Bremse doing to ensure continued success even in times of economic crisis? Our basic strategy is no different from our usual one: to offer our customers impressive, innovative products that meet the highest standards of safety, quality and comfort and represent greater value for money than those of our competitors. It is a strategy that we are pursuing world-wide. In it has seen us become a supplier to the innovative ÖBB railjet project. The development engineers at our Austrian site in Mödling were not only important contributors to this project – they also played a crucial role in building up IFE- Victall’s new Technology Center in Qingdao, thus helping to further strengthen Knorr-Bremse’s presence Dr. Albrecht Köhler, in China, where seven local subsidiaries now produce and market our range of products and services. Member of of the Executive Board, Knorr-Bremse Systeme für Even in a crisis there are some events that can boost macro-economic developments. In , for Schienenfahrzeuge GmbH example, the fact that the country will be hosting the 2012 European Football Championship is already providing a positive stimulus for the rail vehicle segment. With its spacious new facility in Krakow, Knorr-Bremse is well prepared to meet all the challenges. In the UK, the supply industry has received a shot in the arm from a number of major projects worth a total of more than EUR 55 billion. So the news that Knorr-Bremse was able to impress several important decision-makers at the London Railtex 2009 exhibition is all the more welcome. In April we also received a Queen’s Award for Enterprise in the “Innovation” category for our EP2002 brake control system.

On 09.09.09 the world’s longest fully automated metro system in Dubai will go into operation with platform screen doors from Westinghouse. The new metro promises to relieve the traffic situation in this rapidly expanding metropolis. And a recent order from proves that even in difficult times there is still demand for top quality products and services at affordable prices: , voted the world’s best metro by the experts, is not only equipped with platform screen doors by Westinghouse but also, at the end of 2008, placed a further order for overhaul of important vehicle components. And customers all over the world are benefiting from our restructured complaint management system, with its state-of-the-art laboratory resources.

It is at times like these that reliable partners are particularly important. Customers in all parts of the world have confirmed that we offer precisely the levels of performance, reliability and economy that they are looking for. I hope you enjoy your journey round the world with this edition of the Informer!

Kind regards

Dr. Albrecht Köhler

 No. 24 | August 2009

Dubai Metro platform screen doors Dubai, 09.09.2009 – the countdown to the opening of the metro has started!

Towards the end of 2005 Westinghouse Platform Screen Doors (WPSD) was award- ed the biggest contract in the divisions’ history – to supply screen doors for all the platforms of the new Dubai Metro. The project will come to fruition on 09.09.2009, when the Middle East’s first ever metro system – and the longest fully automated rail system in the world, with 75 kilometers of – will officially open.

 Dubai is growing rapidly. In 2007 its population was one and a half million, but by 2017 this is expected to grow to some three million inhabitants. High levels of traffic mean that the streets are already severely congested, so the opening of the metro in September of this year should bring some much-needed relief. Platform door systems supplied by Westinghouse Platform Screen Doors will play an important role in ensuring rapid, safe and comfortable boarding and disembarcation for passengers, even during rush hours.

Platform screen doors ensure safety, efficiency and comfort in the fully air-conditioned metro

As well as local staff in Dubai, the Westinghouse plants at supplied by Kinki Sharyo – each with five cars carrying more Melksham and Guangzhou have also been involved in the than 640 passengers – are also fully air-conditioned, Platform screen project. They have drawn on the many years of experience metro users will be able to enjoy a pleasant environment doors for Dubai gathered by the company all over the world – Westinghouse throughout their journey. Metro is not only the current international market leader but also pioneered the world’s first platform door system in Singa- Fire, water, air and earth pore back in 1986. The impressive WPSD door system design will compliment n Supplied by th the stunning light-filled treatment of the platform architecture international market The development work for Dubai Metro started in the Chinese designs. There is a mixture of both underground and at-grade leader city of Guangzhou early in 2007. And since October 2008, or elevated platforms on the new system. These have been n Safer, quieter, cleaner the task of installing a total of over 1,100 platform screen designed with four themes in mind; earth, water, fire and waiting areas doors for the 57 metro stations has been in full swing. air. Earth stations will have a tan-brown color effect; water stations will have a blue-white color effect; fire gets an or- n A prerequisite for The systems supplied by Westinghouse have made it possible ange treatment; and air will have a green effect. Working platform to create a fully-automated, state-of-the-art, driverless with station architects and designers WPSD have created a air-conditioning and metro system. The doors provide a barrier between track, system which perfectly compliments these treatments. driverless operation and passenger. As well as increasing safety, they greatly enhance the platform environment, making them In good company quieter and cleaner. The platform screen doors also control WPSD’s customer is the Japanese company Mitsubishi Heavy boarding and disembarcation by allowing a consistent train Industries, which forms part of the Dubai Rapid Link “dwell” time at the platform. Consortium that has overall responsibility for the metro project. The consortium also includes the Japanese The Westinghouse systems also make it possible for the companies Mitsubishi, Kajima and Obayashi and the Turkish platforms to be fully air-conditioned. As the 78 company Yapi Merkjezi.

 No. 24 | August 2009

Westinghouse world-wide

Westinghouse Platform Screen Doors are being installed or already in operation in many cities around the world:

Europe – Thessaloniki () Asia – Seoul (Korea) – Brescia () – Toulouse () – Beijing (China) – Shanghai (China) – Copenhagen (Denmark) – Guangzhou (China) – Shenyang (China) – Dubai (VAE) – (China) – Shenzhen (China) – London (UK) – Kuala Lumpur (Malaysia) – (Singapore) – Roissy (France) – Nanjing (China) – Taipei (Taiwan)

In September the world's longest driverless metro will go into operation

 In addition to underground and at-grade stations, there are also impressive elevated ones visible from afar

Work on Dubai Metro is in full swing

 No. 24 | August 2009

Railtex London Impressing

Knorr-Bremse at Railtex 2009 the experts n Distinguished visitors from industry and This year’s Railtex 2009, the premier rail show in the UK, took place at an exciting politics time for the rail industry. Despite the current economic crisis, the long-term n Wide range of innovations from prospects for rail – in Britain and elsewhere – are highly encouraging. Knorr-Bremse Knorr-Bremse n Many expert discussions had a centrally-positioned stand at the show, with a wide-ranging display of innovations and new contacts designed to impress the important decision-makers who attended the event.

At Railtex Knorr-Bremse presented innovative products for enhanced safety

 Every second year, the Railtex exhibition draws experts and top managers from the domestic and international rail vehicle industries to London. This year it took place against a background of several major investment projects worth a total of more than EUR 55 billion. Knorr-Bremse was able to welcome many important visitors to its 10 x 12 meter stand.

Railtex 2009, Growth is currently the name of the game in the UK rail industry, with the and Thameslink programs March 10–12, alone representing investment of more than EUR 23 bil- lion. Crossrail, involves building a 180 km east-west rail London: link through central London. And the 225 km north-south Thameslink is being equipped with new rolling stock and 22 % more infrastructure. Network Rail is also planning to invest more than EUR 30 billion in infrastructure projects. visitors

But it was not just because of these projects that Railtex was important. With visitors from 74 different countries this year, the exhibition, together with its wide range of specialist seminars, is an important barometer for the rail Top decision-makers visit industry. This year saw a 22 % rise in the number of industry Knorr-Bremse specialists coming to the event, with a total of 8,500 visitors The Knorr-Bremse stand was much in demand amongst recorded. leading figures from industry and politics. Knorr-Bremse Rail Systems (UK) Ltd., and RIA Chairman Paul Johnson Wide range of Knorr-Bremse products welcomed a group that included Transport Minister Lord on display Andrew Adonis as well as Simon Kirby, Network Rail’s Director Many innovative products were displayed on the Knorr-Bremse of Infrastructure Investment, Jeremy Candfield, Director stand, including new brake discs and calipers, the EP1001 General of the Railway Industry Association and Lord Tony wheel flat protection system, the intelligent brake control Berkeley, Chairman of the Rail Freight Group. The distin- system EP2002 and EPCompact and the oil-free compres- guished visitors were particularly interested in EP1001, the sor. Knorr-Bremse’s British subsidiary exhibited a new, innovative wheel flat protection system for freight cars. fully-operational platform screen door system with Media Other important official visitors to the stand included Wall and sound, two examples of refurbished products and senior directors from Hitachi (who have been selected for a brake caliper as well as the local railservices service and the provision of the new UK trains) and maintenance provision for the UK and Ireland which is representatives of the Chinese Ministry of Railways, who available from KBRS in Melksham. were especially interested in the Westinghouse Platform Screen Door systems. Techtrain A new Knorr-Bremse subsidiary was also at Railtex: Tech- train, based in Doncaster in the north of England specializes in rail HVAC and is to act as the contact point for all railserv- ices training for the UK and Ireland including train driver training using computer simulation. The training services can be carried at a location of the customer’s choice, the Techtrain Doncaster site or at KBRS Melksham.

Paul Johnson, Chairman of Knorr-Bremse Rail Systems (UK) Ltd. , (right) talks to British transport minister Lord Andrew Adonis (center) and Tony Mercado, Director at the UK Department of Transport

 No. 24 | August 2009

Merak air conditioning systems Merak Jinxin takes off

China’s rail market continues to grow, with the Chinese government Merak Jinxin actively supporting expansion of the country’s rail infrastructure.

The Knorr-Bremse Group, with its seven local subsidiaries, is proving n Air conditioning systems an important partner close to the market. In the HVAC segment the for Chinese local and mainline trains company has set new standards with the launch of its Merak Jinxin n Opened in 2009 in Wuxi joint venture in Wuxi. n One of the seven Knorr- Bremse companies in China

Formal opening of the Merak-Jinxin joint venture: Dr Dieter Wilhelm, Executive Board Knorr-Bremse AG, Fei Yuan, Director, District Government Binhu Wuxi, Xiaoqiu Lu, Ministry of Railways, Vice General Director, Equipment Bureau, Yuqin Tan, Chairman Wuxi Jinxin Group.

10 China is responding to the global economic crisis by going on the offensive. Ambitious expansion of the rail infrastructure continues apace, driven not least by a special government stimulus program aimed at booting the economy. Knorr-Bremse is a well-known supplier in the sector that meets all the requirements for local content. The latest example is the Merak Jinxin joint venture, which was officially opened in February 2009. Everyone was in celebratory mood at the official opening of the Merak Jinxin join venture on February 20, 2009 in Wuxi, an important industrial center in the yangtze delta. The 65-strong workforce came together with international top managers from Merak and Knorr-Bremse, top-ranking government representatives, leading rail operators and customers from the Chinese rail industry to mark the inauguration of the new joint venture.

With its seven companies in China, Knorr-Bremse can offer the full range of products and services

On track for success As is customary on such occasions, representatives of the joint venture, the Knorr-Bremse Group, the local govern- ment and one of the company’s customers joined forces to paint lion’s eye – a traditional ritual aimed at securing the success of the joint venture. And the success story has only just begun, in the shape of orders from for HVAC systems - 246 cars on Line 10 and 192 cars on the Line 2 extension, as well as 210 cars for Shenzhen Metro Line 2. Merak is also the HVAC supplier for the CRH5 and CRH3 high speed trains ordered by the Chinese Ministry of Railways.

The new joint venture is a sign of Merak’s determination to establish itself close to customers in the highly competitive Chinese market. Together with Knorr-Bremse China, the HVAC specialist intends to intensify and upgrade its service to customers in the region. And the company has already proved to be a reliable partner for the Ministry of Railways as a supplier of systems for high-speed trains. The buoyant order situation in this segment no doubt contributed to the celebratory atmosphere during the opening on February 20.

Merak Jinxin on track for success

11 No. 24 | August 2009

Supplier to the CRH high-speed platform The Chinese CRH high-speed train is playing an increasingly important role in the expansion of China’s rail infrastructure. And the Knorr-Bremse Group is involved in the project as a supplier of braking and other vehicle systems.

CRH1 CRH3 CRH5 Manufacturers: Bombardier Sifang Manufacturers: and CNR Tangs- Based on the Alstom plat- Transportation. Maximum speed: 200 han Railway Vehicle Co., Ltd. Maximum form. Maximum speed: 250 km/h. km/h, later 250 km/h. Between 2005 speed: 300 km/h. Knorr-Bremse sup- Knorr-Bremse supplied the braking sys- and 2007, Knorr-Bremse supplied brak- plied the complete braking system for 60 tems for 60 trains, each with eight cars. ing systems for 40 trains, each with trains, each with eight passenger cars, Also air conditioning from Merak and eight passenger cars. In 2008 it received while Merak was responsible for the air door systems from IFE-Victall. orders for brake systems for 20 EMU conditioning systems, IFE-Victall for the coaches and 20 sleeper trains, each with door systems, Knorr-Bremse Austria for 16 cars. The door systems of the sleeper the windscreen wipers and and Microe- trains were also supplied by IFE-Victall lettrica for the electrical switching gear. Joint Venture.

source: Siemens AG

Brake system, doors and air conditioning courtesy of Knorr-Bremse Group: the Chinese CRH3 high-speed train .

12 Knorr-Bremse in China With a total of seven Chinese companies, Knorr-Bremse is in a position to offer the full range of Group products locally: n Knorr-Bremse Systems for Rail Vehicles (Suzhou) Co., Ltd.: Represents the Group in China and the entire region n Westinghouse Platform Screen Doors (Guangzhou) Ltd.: Platform door systems n IFE-VICTALL, Qingdao: Door systems n Knorr-Bremse CARS LD Vehicle Brake Disc Manufacturing (Beijing) Co. Ltd., Daxing: High-performance brake discs n Knorr-Bremse Nankou Air Supply Unit (Beijing) Co. Ltd., Nankou: Air dryers and compressors for high-speed trains and high-performance n Merak-Jinxin, Wuxi: HVAC systems n Merak Railway Technologies, Shanghai: HVAC systems

Using local engineers enables the company to respond even better to the specific requirements of Chinese customers

13 No. 24 | August 2009

New site in Krakow

The new site in Krakow Growth continues n 548 office space, The rapid development of Knorr-Bremse Poland reflects the growth of the Polish 654 m2 production area n State-of-the-art working rail market since the country became a member of the EU. And the company’s conditions n In-house development recent relocation to a new, much larger site means Knorr-Bremse is now ready for operations n Sales of entire product an event that promises to further boost the market: the 2012 European Football range Championship, which will be jointly hosted by Poland and .

The new site in Krakow

14 The Polish rail market is expanding – and Knorr-Bremse’s Polish subsidiary is keeping pace with developments. Originally set up in 1999 as a representative office with a staff of three people, Knorr-Bremse Poland now has a workforce of 54, and in February of this year moved to brand new premises. New site in Krakow

Growth continues 1.198 m2 state-of-the-art office and production space

State-of-the-art office and production space

When Polish rail vehicle operators are looking to acquire 10 successful years new rolling stock, they know they can rely on the local A mere ten years ago Knorr-Bremse was only represented by Knorr-Bremse to offer them the full range of products from a small office in Poland. Then, in 2003, Knorr-Bremse and the rail vehicle division. Kamax set up a joint venture in Przemyśl for the production of freight car brakes. In March 2006, Knorr-Bremse Poland The new site operated by Knorr-Bremse Poland in Krakow took over full control of the company, first renaming it offers ideal conditions: In addition to 548 m2 of office space Knorr-Bremse Poland 2 but soon merging it with the parent there is a generous workshop area covering 654 m2 that is company. As the company grew, the site at Czerwone Maki used for developing braking systems and door applications, 65 in Krakow quickly became too small for the expanded manufacturing brake control units for freight cars and putting company. into operation braking systems for the Polish market. The premises at Szymona Szymonowica 85 also offer maintenance Fit for the 2012 European and repair of the entire range of Knorr-Bremse products as Championship well as serving as a sales outlet. Relocation to the new site means that Knorr-Bremse is now poised to be an important player in the 2012 European Football Championship. Plans for upgrading the rail infrastructure in time for this major event are well under way, and the market has already started to expand, particularly in the local and interregional segments. Several Polish cities have put significant numbers of low floor vehicles out to tender. And here Knorr-Bremse, with its extremely compact, lightweight but robust systems, is an ideal partner.

15 No. 24 | August 2009

The new tech- IFE door systems in Asia nology center in Qingdao Development n Excellent development resources for China n Highly trained expertise for China specialist staff n Rapid response to customer wishes n Immediate solution of Companies developing new door systems for Chinese rail customers are expected problems to offer a highly flexible approach and swift response to requirements. This is what prompted Chinese joint-venture IFE-Victall to set up a technology center in Qingdao, Eastern China with the support of Austrian parent company IFE.

The new technology center in Qingdao

16 In China – and indeed the entire Asia-Pacific region – customers’ expectations of rail vehicle systems manufacturers are becoming increasingly sophisticated, and there is also growing pressure from competitors. This was why IFE-Victall, manu- facturer of door systems and components, decided to make its top-quality development expertise available to customers at local level.

Close to the customer Establishing a strong IFE-Victall’s Austrian parent company, IFE, has every reason to encourage its Chinese joint venture to expand its develop- development base in ment expertise: a strong local presence in the rapidly grow- ing Chinese market is required if developers and manufac- response to increas- turers are to respond rapidly to customer wishes and cope immediately with any problems that crop up. Moreover all ingly sophisticated this has to be offered at prices that remain competitive in the Chinese context. In addition to this, local Chinese engi- demand neers are likely to be more responsive to the particular needs of their customers – for example, door systems for the Chi- nese market are expected to be of simpler construction than in .

Highly trained All engineers appointed to the center must first undergo rig- orous training. Trainees are initially deployed in Qingdao be- fore transferring to Kematen an der Ybbs, the Austrian head- quarters of IFE, for a systems training course. Following that they are introduced to their day-to-day tasks in Qingdao.

By the end of 2009 all the engineers will have completed the IFE sliding-door drive system various phases of training and be ready for full deployment. Already the tendering process for mechanical elements for Expansion of development activities in Qingdao opens up all metro projects is handled in Quingdao – only the elec- new opportunities for IFE and IFE-Victall to reach out to trical elements are currently still dealt with in Waidhofen. more customers and further develop their market position. A project to supply interior doors to Qingdao-based rolling With more than 7 million inhabitants in the city and sur- stock manufacturer Sifang is also being handled by the rounding region, Qingdao is an important industrial center center, as is the further development of a sliding-door drive and home to China’s third largest port. Now a technology system for metros that will be exclusively manufactured and center is being established in the city that promises to drive marketed in China. the development of new applications and systems for both mass transit and mainline. Areas of expertise covered by The first development project carried out with the involve- the center include software applications, mechanical and ment of Qingdao involved supplying components to Chinese electrical drive systems, door panels, steps, gap bridges and manufacturers CRC for their Iranian customer Rajah. In this ramps. case, the development work was still carried out in collabo- ration with the parent company in Kematen an der Ybbs, but in the medium term the plan is for all Chinese projects to be dealt with completely by IFE VIctall.

The technology center has set itself ambitious goals, and the engineers are eagerly awaiting their first metro order. They are determined to prove that IFE-Victall can meet all its Chinese customers’ expectations in terms of rapid, flexible, value-for-money development and production.

17 No. 24 | August 2009

Systems for the Austrian railjet High speed trains made in Austria

Since autumn 2008, Austrian railways have been operating the new railjet train on several EuroCity routes. railjet is a new design of push-pull train with many of the features of a multiple unit. The train’s equipment incorporates important in- novative components from Knorr-Bremse and IFE.

Scarcely bigger than a sheet of paper when door is closed: the IFE retractable swing step

18 railjet is a train with future – over the next few years it is to replace all the EuroCity trains operated by Austrian Railways. 23 of them are already in operation, and by 2014 there will be 67. Knorr-Bremse is supplying a number of innovative products Systems for the Austrian railjet for this ambitious project: the door system (complete with specially developed retractable swing step) comes from IFE, and Knorr-Bremse Austria is supplying important brake components. High speed trains IFE: Retractable swing step To ensure safe boarding and disembarcation, IFE has devel- Pressure-resistant door oped a special retractable swing step for the railjet which made in Austria withdraws completely into the door when it closes. The systems, space-saving cross-section of the step in the closed position is hardly bigger than that of a sheet of paper DIN A3. Yet this space saving retractable steps, has been achieved without sacrificing passenger comfort. A special kinematic system ensures that the gap between the customized brake step and the platform edge is kept to a minimum. Safety features include an integrated anti-trap system and the equipment option of manual operation in the case of system failure. Knorr-Bremse: Brake equipment The braking system for the railjet is supplied by Knorr- Innovations for Bremse Austria. In addition to the brake control system the the railjet company is also supplying bogie equipment with electro- magnetic track brakes including control, equipment for the IFE: Door systems driver’s cab with direct and indirect brakes and wheel flat n Electrically operated IFE’s electrically-operated, pressure-resistant DET door protection. pressure-resistant system fully meets the exacting requirements of the train’s door system operators. It functions without using compressed air, which Knorr-Bremse Austria has excellent development resources n Retractable swing step reduces costs and minimizes the demands made on the for all these products: In Mödling, project managers, system fully integrated into door vehicle’s air supply system. Each door leaf is secured by a bolt engineers and production and assembly specialists work mechanism, which means the doors are unaffected by high closely together with well-known independent testing n Braking technology external pressures, and passenger comfort is assured even institutions to come up with innovative solutions at afford- designed for safety in when trains pass each other at high speed or enter a . able prices that meet the highest standards of safety, quality all weathers and comfort. The access system has several devices to prevent passengers being caught in the doors. The rubber lip at the door edge senses obstacles, and the system also monitors the time and effort required for each door to close. Additional safety is provided by a photo-electric barrier around the doors.

Installation time is extremely short, as the company has developed a device that enables door components to be precisely positioned during installation with only need for vernier adjustment. A new door attachment system also fur- ther reduces the time required.

The railjets currently being built by Siemens are mainline passenger trains that have been operating on busy routes since the end of 2008.

19 No. 24 | August 2009

Metro Copenhagen On the fast track

A metro system that has been voted the world’s best by an expert jury relies on Knorr-Bremse and Copenhagen Knorr-Bremse as one of its suppliers. As far back as 1999 Knorr-Bremse started Metro to supply electro-hydraulic braking systems to the vehicle manufacturer. In 2002 n Supplier to the “World’s Westinghouse equipped Copenhagen Metro with platform screen doors. Four Best Metro” n Rapid, flexible overhaul years later, Knorr-Bremse was commissioned to overhaul 140 hydraulic units. of hydraulic units, brake calipers and And this year, the company will be overhauling brake cylinders, release units and cylinders, release units and magnet valves magnet valves. n Platform screen doors from Westinghouse

Danish artists were involved in designing the world's most modern metro

20 When it comes to overhauling hydraulic units, what metro operators want is a combination of 100% reliability, short turna- round times and competitive prices. Copenhagen Metro is no exception – which is why it turned to Knorr-Bremse. Four years after Copenhagen Metro went into operation, when it was time for brake calipers and hydraulic units for 35 train sets to be overhauled, Knorr-Bremse was not the only company that tendered for the EUR 2.5 million job. The fact that such a discerning customer finally opted for Knorr-Bremse says much about the excellent quality and flexibility offered by the company.

Being the world’s best metro system, Copenhagen Metro relies on Westinghouse for platform screen doors and on Knorr- Bremse for the overhaul of hydraulic components

In June 2006, Knorr-Bremse was then asked to overhaul The fact that Knorr-Bremse’s Lund site is situated only 50 140 hydraulic units – a follow-up order that came with very kilometers from Copenhagen Metro’s plant was an additional stringent requirements. Finally, at the end of 2008, Knorr- advantage: the company’s trucks were able to rapidly transport Bremse landed a third major order – this time for the overhaul the units in both directions, ensuring delivery that was precisely of a further 300 brake cylinders, 30 auxiliary release units and matched to customer requirements. 120 magnet valve units. Common future Fast, reliable, transparent All the indications are that work will finish on schedule by the In addition to its overhaul work, Knorr-Bremse offers customers end of 2009. But the successful collaboration between the the chance to benefit from its expertise as an experienced two companies has prompted Copenhagen Metro to consider original equipment manufacturer. Employees from Copenhagen further options for working together in the future. Contracts Metro frequently visit the company in order to improve their for overhauling ROL 3 compressors and for training courses are knowledge and understanding of the braking system. currently under discussion.

Copenhagen Metro

“The World’s Best Metro” and “Best Metro Europe” were the distinctions awarded by the MetroRail 2008 jury to one of the most modern metro systems in existence. First built in 2002, Copenhagen Metro today offers travelers a total track length of 21 kilometers, with two lines serving 22 stations. An addi- tional City Ring with 17 stations is scheduled for completion in 2018. A high-frequency, driverless service is made possible thanks to Westinghouse platform screen door systems.

21 No. 24 | August 2009

Knorr-Bremse complaint management

Improved complaint management Making the most n Networking of all sites using the same SAP of complaints Complaint Tool n Every complaint centrally registered n Regular complaint task Every complaint that Knorr-Bremse receives is a double challenge: force meetings: product- related complaints Firstly, the cause has to be dealt with rapidly and effectively; and evaluated, prioritized and, if necessary, secondly, the company has to learn from the process. Knorr-Bremse centrally tracked Rail Vehicle Systems is well prepared for both tasks, thanks to the n Well-equipped materials laboratory excellent analytical expertise and modern laboratory resources available to the company’s complaint management system.

Knorr-Bremse complaint management process

Complaint Site A task force External analytical competence material labs

SAP-based Site B complaint management Internal material lab

Site C

Every customer complaint is registered using the SAP system and a copy is passed on automatically to company headquarters, where a task force decides whether the central processing center for product-related complaints should be involved or not. The experts can draw on decades of experience, interdisciplinary expertise and state-of-the-art analytical tools.

22 Specialized expertise is important, but is not enough to ensure efficient complaint management. To deal effectively with complaints related to defective products, it is crucial to be able to bring in professional analysts with practical experience and an interdisciplinary approach.

Experts from a wide variety of disciplines, practitioners with a broader view based on years of experience with Knorr-Bremse products, state-of-the-art laboratory resources, intelligent networking – all these elements have to come together if Proper complaint complaints are to be processed as efficiently as possible. handling makes This has been achieved with Knorr-Bremse’s improved complaint management system. To take a practical example: If a an important filter has become clogged it will no longer just be cleaned or contribution to replaced – Knorr-Bremse’s complaint management specialists will insist on going to the very root of the problem. They will improving quality want to know why the filter was clogged in the first place and how this can be prevented in the future – which will mean looking also at the upstream systems involved.

Complex complaints centrally Recently, a scanning electron microscope was acquired which evaluated considerably enhances the laboratory’s ability to analyze Every time a complaint is received by Knorr-Bremse from materials by providing high-resolution images of surface anywhere in the world, the relevant product units check structures at magnifications of up to about one million. whether such a detailed analysis is required. This global Energy-dispersive x-ray spectroscopy can also be used to approach is made possible by using the SAP complaint tool, examine chemical content and processes. to which all KB sites are linked and which ensures complete transparency for everyone involved. When a complaint is The new microscope was, for example, recently used to registered by a site, a report automatically appears in the demonstrate that a bowden cable had been supplied notification browser of the person responsible for complaint without proper siliconization. And in another case, the management in the relevant product unit. This enables him laboratory scientists used the electron microscope and x-ray to check the current status of the complaint, the details of analysis to identify heavy dust residues from insulation that the problem provided by the customer, the diagnosis made had been causing skin irritation. Happily they were also able by the Knorr-Bremse site, the measures planned and the to establish that the offending fibers were not carcinogenic. estimated cost. If the local decision-makers require support, the product units can be brought in to identify sources of The difference is not visible to the defect and possible solutions as well. And where local the naked eye: the bowden resources are not sufficient, the product can be sent to the cable without (left) and with materials laboratory. siliconization

One materials laboratory to serve all Knorr-Bremse’s materials laboratory in Munich plays an important role in the company’s complaint management It would be extremely expensive to have such laboratory system, offering a winning combination of experience and facilities available in every country, but networking of all cutting-edge technology: on the one hand its processes and locations via a common complaint tool means this is not methods have been constantly fine-tuned over a period of necessary. Customers all over the world can enjoy the advan- sixty years and at the same time its equipment is state-of- tages of a system that processes complaints to a uniformly the-art. high standard.

23 Knorr-Bremse Group

Knorr-Bremse Global Care e.V. was set up in January 2005 following the South East Asia tsunami disaster on December 26, 2004. The charitable association is dedicated to providing long-term aid to individuals who are in need as a result of environmental catastrophes, accidents, armed conflict, poverty or disease. Practical implementation of projects is actively supervised by members of Knorr- Bremse staff. The association receives an annual donation of one million Euro from the Knorr-Bremse Group. Additional information about Knorr-Bremse Global Care e.V. can be found at: www.global-care. knorr-bremse.com.