Annual Report 2010 - Knorr-Bremse AG.

RepoRt
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Changing aftermarket activities
In the past, Knorr-Bremse’s aftermarket activities in China consisted largely of supplying spare parts,
but components supplied several years ago for the braking systems of high-speed trains, metros and
locomotives are now due for their first major technical overhaul.
Knorr-Bremse Rail Vehicle Systems has been quick to react to this development and has rapidly built
up the required additional aftermarket capacity. This involved in particular establishing a service center
in Suzhou in Jiangsu Province and expanding the field service teams who work directly with customers
at local level.
New service center
The main backbone of Knorr-Bremse‘s aftermarket service in China is its Suzhou service center, and the
workforce here was considerably expanded during the year under review, enabling the company to
react more swiftly to demand in the Chinese aftermarket and further improve the safety and reliability
of trains operating in China.
The servicing skills of all local staff were also developed in close collaboration with established service
centers and Knorr-Bremse production units worldwide.
The equipment used in China meets the same standards as in Europe, as do the tools used, the key
performance indicators and the tried-and-tested methods of the Knorr-Bremse Production System
(KPS). This means Knorr-Bremse can guarantee uniform quality standards around the globe. Delivery
performance at the service center in Suzhou is already running at well over 95%.
Expansion of field service team
Knorr-Bremse reacted to the new requirements of the market in two ways. First of all it expanded its
field service teams – virtually doubling them in size during 2010. And secondly it encouraged other
service units to pass on their expertise – particularly technical skills – to the Chinese field service teams
so as to make local support for customers even more effective. At the same time the company adapted
structures and processes to the requirements of the Chinese market.
Expansion of aftermarket service in Asia continues
In the future, too, Knorr-Bremse will be able to draw on its experience of developing from a simple
spare parts supplier to providing aftermarket services for entire systems. China is currently about a
decade ahead of many Asian threshold countries in terms of developing its rail market. So the expertise
gathered by Knorr-Bremse in the Chinese aftermarket should stand the company in good stead
when it comes to future developments in other rapidly growing Asian markets.