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Seen from a technical point of view, product lifecycles are decreasing. Products are more complex, require more detailed explanation and are becoming more demanding from the Service aspect. Services for customers are today equally as important as high quality products. Excellent service is no longer the dot on the i, but a standard which every customer expects. Customers keep demanding complete solutions for the entire lifecycle of products.
The existing service offered at Schroff has been extended continuously in recent years and meanwhile comprises numerous services which have been well received by customers. In order to enhance the transparency of these services Schroff have now gone one step further and have streamlined all existing and a number of new pre- and after sales services under the umbrella brand “ServicePLUS”. The new ServicePLUS consists of eight modules: configuration, assembly, modification, solution, express, support, academy and lifecycle (Picture 1). Schroff accompany their customers with this for the entire lifecycle of a product.
The existing service offered at Schroff has been extended continuously in recent years and meanwhile comprises numerous services which have been well received by customers. In order to enhance the transparency of these services Schroff have now gone one step further and have streamlined all existing and a number of new pre- and after sales services under the umbrella brand “ServicePLUS”. The new ServicePLUS consists of eight modules: configuration, assembly, modification, solution, express, support, academy and lifecycle (Picture 1). Schroff accompany their customers with this for the entire lifecycle of a product.
Picture 1. ServicePLUS: Schroff accompany their customers for the entire life of their products
ServicePLUS configuration: Compile products individually and easily
Nearly all Schroff products are based on platform concepts. From an almost unlimited pool of standard items customers can configure their individual products. This flexibility and the great variety of possible service combinations become clear in the Schroff catalogue as well as in the web shop (Picture 2). The customer is supported through interactive configurators on the Internet. Individual products can be configured quickly, easily and application orientated. A permanent feasibility control guarantees entirely compatible construction. Immediately after the configuration the customer receives a complete parts list with all order numbers and an individual quotation within 24 hours. In the catalogue, too, the customer can find configuration aids by ServicePLUS tables.
Nearly all Schroff products are based on platform concepts. From an almost unlimited pool of standard items customers can configure their individual products. This flexibility and the great variety of possible service combinations become clear in the Schroff catalogue as well as in the web shop (Picture 2). The customer is supported through interactive configurators on the Internet. Individual products can be configured quickly, easily and application orientated. A permanent feasibility control guarantees entirely compatible construction. Immediately after the configuration the customer receives a complete parts list with all order numbers and an individual quotation within 24 hours. In the catalogue, too, the customer can find configuration aids by ServicePLUS tables.
Picture 2. Configuration: Web based configurators for different products support the users during the configuration of individual components
ServicePLUS assembly: Assembly by experts
This module comprises the assembly of mechanical, electrical and electronic components, such as backplanes, power supplies, socket strips, fan chassis, etc. by experts at Schroff (Picture 3). The customer receives a fully assembled product inclusive of all assembly and accessory parts. This way he saves a lot of time, as he does not have to read assembly instructions and can concentrate on his actual tasks immeditely after receipt of the product.
This module comprises the assembly of mechanical, electrical and electronic components, such as backplanes, power supplies, socket strips, fan chassis, etc. by experts at Schroff (Picture 3). The customer receives a fully assembled product inclusive of all assembly and accessory parts. This way he saves a lot of time, as he does not have to read assembly instructions and can concentrate on his actual tasks immeditely after receipt of the product.
Picture 3. Assembly: The experts at Schroff look after the assembly of mechanical, electrical and electronic components such as backplanes, power supplies, socket strips, fan chassis, etc.
ServicePLUS modification: Customize standard products
Standard products have two great advantages: They can be ordered easily and are delivered quickly. However, products often have to be adapted to certain conditions and be modified by e.g. drilling, cut outs, silk screen printing or special colours.
Integrated into this ServicePLUS module is also the service known as “Front Panel Fast Track” for individual configuration of front panels (Picture 4). For the price calculation of the individually configured front panels the customer can use an online calculator on the Schroff's website. After the input of basic data of the front panels, such as height, width, number of round holes, number of cut-outs, required EMC shielding, type of finish, varnish or silk screen printing (the number of required colours), the desired accessories (different types of sleeve and collar screws as well as shielding material) are selected. Here the customer can choose whether the material should be assembled or not. Following that he clicks on “calculate price” and immediately receives a table with prices of different lots sizes and possible delivery times. By clicking on “PDF offer per e-mail”, the customer receives an offer for his configured front panels by e-mail.
Standard products have two great advantages: They can be ordered easily and are delivered quickly. However, products often have to be adapted to certain conditions and be modified by e.g. drilling, cut outs, silk screen printing or special colours.
Integrated into this ServicePLUS module is also the service known as “Front Panel Fast Track” for individual configuration of front panels (Picture 4). For the price calculation of the individually configured front panels the customer can use an online calculator on the Schroff's website. After the input of basic data of the front panels, such as height, width, number of round holes, number of cut-outs, required EMC shielding, type of finish, varnish or silk screen printing (the number of required colours), the desired accessories (different types of sleeve and collar screws as well as shielding material) are selected. Here the customer can choose whether the material should be assembled or not. Following that he clicks on “calculate price” and immediately receives a table with prices of different lots sizes and possible delivery times. By clicking on “PDF offer per e-mail”, the customer receives an offer for his configured front panels by e-mail.
Picture 4. Modification includes the service for the individual configuration of front panels
ServicePLUS solution: System integration from one source
Electronic Packaging means more than empty cabinets and cases. At Schroff they understand this to be system integration, the integration of electro-magnetic and electronic components, such as EMC measures, cabling, switches, backplanes, power supplies, monitoring units or cooling solutions into a cabinet or case. Users thus receive a type of plug&play product for their 19“ technology. Starting point of such integration are the customers' requirements, resulting from the specification and the framework conditions. Schroff take over the entire project management and look after their customers from specification and construction via purchasing, prototype manufacture, testing up to the actual production including logistics and after sales service. Customers profit from the fact that there is only one supplier and only one order relating to the complete enclosure technics. At the same time it provides them with the opportunity to concentrate more intensively on their own core competences.
Also “high-end” modifications of standard products, which in some instance require extensive additional or new developments, are realised with this service. A team of application engineers realises all customer specific mechanical, electrical or electronic requirements with extensive know-how.
ServicePLUS express: When time is of the essence
On the top of customers’ wish lists are short delivery times. In prototype construction as much as in serial production, apart from flexibility during product development, the delivery times in particular are often the deciding factor. The module “express” stands for this in the ServicePLUS offer. Dedicated project management for urgent orders, special express production and assembly lines and fast shipment form a time optimised delivery chain in Schroff’s manufacturing plants. The module is an option available for the ServicePLUS modules assembly, modification, solution and support.
ServicePLUS support: Difficulties and problems are solved at any time
Even the best quality management does not always avoid the occurence of faults or production problems. To be available for the customer at all times and realise short response times is the aim of an effective fault analysis. In particular with “high availability” products and applications such as AdvancedTCA or MicroTCA systems and applications it is important to keep the down time and with this the down time costs at the barest minimum for the customer. With remote diagnosis or through a specialist at the site fault analyses are carried out and problem solutions are found in the shortest possible time. In different, defined levels relating to availability, response resp. time allowed until a solution is found, the customer can choose the degree of this service himself.
ServicePLUS academy: Useful knowledge passed on
Fundamental knowledge of technologies and the products of the manufacturers by staff and service technicians is the basis for a trouble-free operation of their application. With specific and advanced training courses for customers and interested parties, Schroff provide the basis for a beneficial transfer of knowledge. Apart from special events to show products and technologies, such as AdvancedTCA and MicroTCA seminars, specific services are available for developers, service technicians and operating personnel. These events either take place in Schroff's Training Centre or at the customer's site. This ServicePLUS module is rounded off with interactive facilities such as Webinars, Webcasts and White Papers.
ServicePLUS lifecycle: Support for the entire product lifecycle
The last of the eight ServicePLUS modules consists of customer care and support over the entire product lifecycle: from delivery until recycling. Depending on customers' requirements an individual lifecycle package can be put together from different services (free delivery to operating site, commissioning, extension of guarantee, maintenance, repairs, replacement of parts, up-grading, recycling).
Basic demands, such as free delivery to the operating site, also comprise the installation and start-up of complex products such as the air/water heat exchanger LHX, as specialists with the required knowledge of mechanics, electrics, electronics and climate control (chiller) are not always available at the customer's site. Another useful building block of this service is the consequential maintenance and timely exchange of sensitive components (for instance fans, fan chassis). This can prolong the life of the products, but also the guarantee period.
Service, in the area of repairs and replacement parts, can also be tailored to suit. As not only the fault diagnosis, but also the fastest possible fault repair are of utmost importance with high availability applications, Schroff will set up worldwide consigment stocks and/or make available replacement components during repair.
As environmental protection has always been high on the agenda at Schroff, this service module is rounded off with an environmentally friendly recycling process. Schroff look after the extensive disposal process of used products. Schroff accompany their products and customers consequently for the life of the product, depending of the requirement of support in individual areas or with an “allround no-worry package”.
More service: www.schroff.co.uk/ServicePLUS/
Electronic Packaging means more than empty cabinets and cases. At Schroff they understand this to be system integration, the integration of electro-magnetic and electronic components, such as EMC measures, cabling, switches, backplanes, power supplies, monitoring units or cooling solutions into a cabinet or case. Users thus receive a type of plug&play product for their 19“ technology. Starting point of such integration are the customers' requirements, resulting from the specification and the framework conditions. Schroff take over the entire project management and look after their customers from specification and construction via purchasing, prototype manufacture, testing up to the actual production including logistics and after sales service. Customers profit from the fact that there is only one supplier and only one order relating to the complete enclosure technics. At the same time it provides them with the opportunity to concentrate more intensively on their own core competences.
Also “high-end” modifications of standard products, which in some instance require extensive additional or new developments, are realised with this service. A team of application engineers realises all customer specific mechanical, electrical or electronic requirements with extensive know-how.
ServicePLUS express: When time is of the essence
On the top of customers’ wish lists are short delivery times. In prototype construction as much as in serial production, apart from flexibility during product development, the delivery times in particular are often the deciding factor. The module “express” stands for this in the ServicePLUS offer. Dedicated project management for urgent orders, special express production and assembly lines and fast shipment form a time optimised delivery chain in Schroff’s manufacturing plants. The module is an option available for the ServicePLUS modules assembly, modification, solution and support.
ServicePLUS support: Difficulties and problems are solved at any time
Even the best quality management does not always avoid the occurence of faults or production problems. To be available for the customer at all times and realise short response times is the aim of an effective fault analysis. In particular with “high availability” products and applications such as AdvancedTCA or MicroTCA systems and applications it is important to keep the down time and with this the down time costs at the barest minimum for the customer. With remote diagnosis or through a specialist at the site fault analyses are carried out and problem solutions are found in the shortest possible time. In different, defined levels relating to availability, response resp. time allowed until a solution is found, the customer can choose the degree of this service himself.
ServicePLUS academy: Useful knowledge passed on
Fundamental knowledge of technologies and the products of the manufacturers by staff and service technicians is the basis for a trouble-free operation of their application. With specific and advanced training courses for customers and interested parties, Schroff provide the basis for a beneficial transfer of knowledge. Apart from special events to show products and technologies, such as AdvancedTCA and MicroTCA seminars, specific services are available for developers, service technicians and operating personnel. These events either take place in Schroff's Training Centre or at the customer's site. This ServicePLUS module is rounded off with interactive facilities such as Webinars, Webcasts and White Papers.
ServicePLUS lifecycle: Support for the entire product lifecycle
The last of the eight ServicePLUS modules consists of customer care and support over the entire product lifecycle: from delivery until recycling. Depending on customers' requirements an individual lifecycle package can be put together from different services (free delivery to operating site, commissioning, extension of guarantee, maintenance, repairs, replacement of parts, up-grading, recycling).
Basic demands, such as free delivery to the operating site, also comprise the installation and start-up of complex products such as the air/water heat exchanger LHX, as specialists with the required knowledge of mechanics, electrics, electronics and climate control (chiller) are not always available at the customer's site. Another useful building block of this service is the consequential maintenance and timely exchange of sensitive components (for instance fans, fan chassis). This can prolong the life of the products, but also the guarantee period.
Service, in the area of repairs and replacement parts, can also be tailored to suit. As not only the fault diagnosis, but also the fastest possible fault repair are of utmost importance with high availability applications, Schroff will set up worldwide consigment stocks and/or make available replacement components during repair.
As environmental protection has always been high on the agenda at Schroff, this service module is rounded off with an environmentally friendly recycling process. Schroff look after the extensive disposal process of used products. Schroff accompany their products and customers consequently for the life of the product, depending of the requirement of support in individual areas or with an “allround no-worry package”.
More service: www.schroff.co.uk/ServicePLUS/
