On the technology front, Dunn pointed out that the XL 105 is just the first model to be based on the new press platform, which can support higher speeds (beyond 18,000 sph) and larger formats. When it comes to workflow, "well considered" investment in technology to boost efficiency is one of the factors that sets profit leaders apart.
Customer satisfaction after the sale, particularly as it relates to service, has been and will continue to be the single biggest point of differentiation for Heidelberg, Dunn added. The company is following a different business model that puts the stress on maintaining machine uptime—at peak performance levels—rather than just reacting after a problem has come up.
This approach has been formalized in the systemservice 36plus service package Heidelberg launched at PRINT 05. The company is looking to "partner" with customers and share responsibility for the effort to increase uptime and get maximum performance, according to Dunn. It is offering customers 36 months of comprehensive service and support, beyond the traditional warranty, with the intent of encouraging them to follow through on regularly scheduled, routine maintenance.
Included in the package are ongoing support services, an annual Heidelberg inspection and maintenance service call, and full coverage of all repair services and parts for 36 months. Among the resources made available to customers are around-the-clock access to Global Expert Network (GEN) support, Web-based remote service, eSelfhelp online help and the Machine Component Scout electronic parts catalog.
For those times when an on-site service call does still become necessary, the company is equipping field service technicians with pocket PCs running a mobile service application to improve communications and streamline the process.
Mitsubishi Imaging's board of directors has named Christopher Hung vice president of its Graphic Arts Div. Hung joined the company in 2004 as general manager of technical services.
- Jim Dunn