Smart services for industry
22.03.2017 — Serviceplus spoke to three industry specialists about how Dussmann
sector concepts differ—even within an individual sector—and how
future-oriented, digital solutions are currently applied.
Each sector has its own, individual requirements of its facility services provider. This is why Dussmann Service creates customized sector concepts adapted to the individual needs of each client. Serviceplus spoke to three industry specialists about how Dussmann sector concepts differ—even within an individual sector—and how future-oriented, digital solutions are applied today: Dr. Susann Heidecke (semiconductor industry), Bernd Hirschberg (food industry) und Dietrich Fassbinder (automotive and pharmaceutical industries).
What is the reasoning behind the Dussmann sector concepts?
DR. SUSANN HEIDECKE
Of course, we don’t need a different type of kitchen in industrial companies to the one we use for insurances. The difference is generated at the core processes of our industrial clients, where the money is made. A manufacturing operation faces different challenges to an administrative one. We select from over 100 individual services to create a package, customized to the client’s requirements. Tailor-made solutions as opposed to off-the-peg services.
Our branch concepts differentiate us significantly from our competitors. Our clients benefit from our many years of experience and our in-depth knowledge of the respective sector. Recently, for example, a pharmaceutical company contracted us with cleaning services. The initial basis of our agreement was an exact specification right down to the cleaning products used. But then our client requested recommendations for optimization; ultimately, we are the experts.
Clients in the food industry ask questions such as: how do you deal with sugar or flour contamination? On the floor, on surfaces, on machine components, overhead? What do you clean manually with cloths, with foam or dry ice? These are questions that we can answer competently because we already service numerous similar companies. In addition, there is a whole range of legal regulations and certification guidelines (IFS Food, BRC etc.) with which food manufacturers must comply to be trade-listed. We are familiar with these regulations and guidelines and can support our clients in compliance.
How do you define your role in client contact?
The old perception of the service provider who “serves” and “provides” is a thing of the past. We are service partners and the client expects a partnership, a cooperation of knowledge exchange and ongoing innovation. This exchange often extends over many years and not infrequently results in completely new services which we have developed together.
Do you have an example?
Take a semi-conductor manufacturer: When we started in 2004, we only cleaned the floor of the clean-room. Today we are also responsible for the equipment: we can disconnect the wafer transport system ourselves, clean, inspect and repair it and then reconnect it for the following production phases. Production robots are cleaned by Dussmann operatives and we work within the production process to carry out cleaning.
Are there other sector-specific services in addition to cleaning?
Yes. The security services are an example. We have created customized concepts which interlink the human factor and technology in an optimum way.
When we take our sector concept to its logical conclusion, we are no longer thinking individual services but rather the solution as a whole. Interfaces are reduced and duplicate tasks are avoided. Due to the differing client requirements, this leads to new job profiles both at operative and management levels.
What contribution do digital solutions make?
In facility management, the planning, monitoring and documentation of services is increasingly digital. In technical services, we have made a quantum leap with DIAS, the Dussmann CAFM system; we can record servicing and inspection and provide our clients with documentation. Another example from security: during wind park construction, digital solutions complement our services. It is not sufficient to send a security guard on patrol, the client expects well-trained operatives who are technically equipped, for example with camera technology. Video is made available to the security guard in real time over his or her smartphone and simultaneously, to the Dussmann alarm receiving center in Gardelegen.
Our clients in the semiconductor industry expect us to follow digital development as they do themselves and to provide innovative, smart services. We now have electronic quality monitoring systems in place on almost all sites including service documentation, quality reports and training.
For a food manufacturer, we have just installed an electronic quality assurance system with RFID chips on 70 systems. Each chip is individually coded and informs operatives what tasks need to be carried out at this location. Confirmation of services is completely digital and the client has online access. It is substantial added value in terms of complete documentation.
How extensive are digitally supported services today?
The services described are already a standard component of the packages we offer our industrial clients. As a service provider to the food industry, Dussmann is technologically well-prepared, as almost every client will confirm.
What role do operatives play in this system?
In the service business, motivated operatives remain the most important factor. Simultaneously, new procedures require additional training; both operatives and managers are familiar with new computer applications and the smartphone. It gives them greater autonomy but also means greater responsibility. This is a challenge for many.
We can use a chip in cleaning devices for various user profiles and monitor when and where cleaning is carried out using GPS. However, this is ultimately just an additional service for the client—the cream on top. Primarily, the client wants to be confident that we can provide qualified, reliable personnel in the right place at the right time.
This is why we do so much to ensure that our personnel feels appreciated and that their know-how stays in the company. It starts during initial instruction. We have trained a large proportion of our personnel ourselves. Staff tenure of 15 years and more is not unusual at Dussmann.
Thank you for your time!