A real business case on the one-stop-shop experience
Following my interviews, I rushed to attend the session of the day; Kai Uwe Mietzner’s presentation about how Siemens Mobility achieved the seamless digital chain in material supply.
I really wanted to listen to Kai present his business case because the one-stop-shop experience or providing an ‘Amazon-like’ customer experience was something that I heard and read everywhere regarding the transformation the manufacturing industry going through. And for the first time, I had the opportunity to listen to a real case study that shows how it’s done.
His presentation really exceeded my expectations in the sense that how easy they made the purchasing process for their customers. Through their online shop, customers can not only get what they need, regardless of the brand, but they can also identify the parts they need by taking a simple photo. I believe this is a great example of how to materialize the concept of customer experience in real life.
I will write a dedicated article on Siemens Mobility’s ‘one-stop-shop’ experience as my conversations with our community members revealed how important it is to have a solid business case to move things forward in their own organizations. So, make sure to read it once it’s published!
Sharing is caring: participants listening and helping each other at the Roundtable sessions
After having a light lunch, it was time for the round table sessions. There were nine tables in total in which participants had the opportunity to choose the ones they wanted to sit in beforehand. I wasn’t as organized as our participants, so I improvised and just sat on those which had an empty place for me.
The first table that I sat on was all about preparing spare parts management and planning for the future. Therefore, aftermarket professionals from different companies and industries talked mostly about their struggles and potential solutions in deciding what is the right technology, business model and practices can be for their own business. One of the things I found quite interesting was the suggestion of Anne-Marie Lamers, the Global Planning Operations Manager at IBM, to use blockchain as a solution of creating more transparency in spare parts logistics and management.
The second table was hosted by Kris Oldland, Editor-in-Chief at Field Service News. Here, the conversations focused on the findings of Field Service News which delved upon the crucial KPIs service leaders are tracking and how these metrics are evolving in a world of servitization and industry 4.0. It was definitely worth hearing how different companies and industries had different measures when it comes to KPIs and how almost all of them were rethinking their KPIs as they are updating their service offerings and business processes.
Overall, I found the round tables to be quite useful to understand how huge concepts such as servitization and digitalization influence our community in very tangible ways. I also realized that having peers in a close setting allowed our participants to open up more about their unique position and form closer conversations throughout the event. After the round tables, I headed to one of the tech labs, facilitated by Sabrina Schiele, Head of Data Analytics at Vaillant Group.
“AI is not doing all the thinking for you”: much-needed facts delivered by Sabrina Schiele
I will be honest here, I already knew Sabrina’s presentation would rock. I interviewed her in my first months at Copperberg for an article about data management and I was completely struck with her dedication to her field, her friendliness and articulateness. (You can find the article here). I also had the chance to talk to her during the ice breaker session and had no doubt that her tech lab would be eye-opening and inspiring.