Company in the OEM / Machine Builder Industry  

Globally operating mechanical engineering company with American parent company, featuring decentralized development, production, sales, and service locations with
900 employees / €500 million revenue

• Highly unprofitable global business unit

• Service-oriented technological services

• Employee competence as a central success factor
   

Identified Intervention Areas

• Dysfunctional performance patterns due to historical growth and suboptimal post-merger integration

• Impaired innovation capacity, development speed, and implementation efficiency

• Loss of motivation and trust among highly qualified employees

• Lack of harmonization between decentralized business units

• Insufficient process discipline and frequent crisis management

• Unclear functional assignments and unbalanced decision-making authorities

• Silo mentality instead of enterprise-wide optimization

• Inadequate commercial understanding in operational units

• Poor data harmonization across heterogeneous IT systems

• Unstable spare parts business with incomplete product data

• Inefficient pricing structure with inadequate margin management

• Insufficient commercialization of services provided
   

Implemented Measures

• Implementation of a "Service-as-a-Business" model as an independent business model

• Establishment of three globally acting competence centers

• Introduction of an AI-supported omni-channel communication platform for reactive and proactive customer engagement in after-sales service

• Consolidation of unstructured product data from different IT systems

• Implementation of new call-to-case workflows and optimized billing processes

• Introduction of global planning and work order audits for same-day services

• Creation of profitable service-level agreements

• Expansion of service offerings and reduction of inventory

• Logistics optimization of global refurbishment processes

• Optimization of customer program management offerings

• Implementation of dynamic forecasts with corresponding KPIs and OKRs according to product portfolio

• Establishment of control mechanisms for internal charge codes

• Introduction of dynamic pricing and financial management training programs
   

Results

• Short-term achievement of the break-even point within defined timeline

• Sustainable transition to a stable profitability zone

• Development of a performance-oriented organizational culture with measurable value creation

• Securing competitiveness through increased efficiency and quality

• Development of a sustainable growth model for future expansion

• Increase in operating margin by 10 million US dollars within eight months

• Break-even point achieved in the service organization

• Significant performance improvements through reduced response times

• Accelerated on-site services with professional tool management

• Increase in spare parts delivery to a one-time delivery rate of over 93%

• Expected revenue growth through proactive customer approach and expanded service offerings

• Successful restructuring and commercial optimization of the partner network

• Transformation into a scalable, globally operating, customer-centric, and profitable service organization

• Change in corporate culture through introduction of customer-friendly Quick and Deep competence centers
   

Applied Competencies

• Proven success in short-term performance improvement under crisis conditions

• Ability to rapidly implement performance measurement systems

• Capability to identify and eliminate dysfunctional performance patterns

• Expertise in transforming service-oriented technology companies

• Competence in restructuring global service organizations

• Know-how in implementing data-driven business models

• Experience in building customer-centric competence clusters

• Ability to establish clear areas of responsibility and processes

• Expertise in optimizing margins and service portfolios

• Change management competence to overcome silo mentality

• Ability to create a customer-oriented mindset

• Expertise in developing and implementing innovative service concepts