Service = duty

What does service mean? The word service comes from Latin, meaning servicing, duty, service usually giving service to a person. These days this meaning might have shifted, many think this expression is outworn in the world of independence, but the real meaning of the word should be kept in mind.

The service of ANEST wishes to operate according to the real meaning of the word as well as according to the values of Anest. All of our developments, reorganizations serve the aim to SERVICE our customers on an always higher level.

To be a service, to service is difficult, full of liability, but on the other hand a very nice task. It is difficult, because we are needed when there is problem, namely when a machine brakes down. Of course machines brake down when there is a lot of work for deadline. In this case there is no help that could be fast enough.
Full of trust because whether we are installing a new machine or repairing an old one, many people's work depends on us.
Very nice because the arrival of a new machine is always memorable in a plant or workshop. We can be part of the arrival of a new "associate", we can explain how it works, how it makes up for the good maintenance. In a problem-solving it is good to see the relief in the eyes, if the production can carry on.
So, good servicing is a good service. A good service reacts quickly to the demand of its partners; empathic as needed, namely, it understands and feels the problems and difficulties of its partners, reliable, namely it helps in time with the right preparedness; valuable, because it has experienced employees and the right instruments; complex and versatile, because it offers integrated service to it's partners; competent, because it always gives adept assistance to it's partners; effective, because it solves the problems as fast as possible for an achievable price for the customers. If we sum this up and translate it to English, we will get the values of a good service:

S = Speed,
E = Empathy,
R = Reliable,
V = Valuable,
I = Integrated,
C = Competent,
E = Efficient.

Let’s have a look how the service of Anest develops this way, what have we achieved already and which way are we developing! First the facts, data.
In the service of ANEST there are 17 employees, 11 of this are dealing with the servicing and installation of the machines, the sharpening and the stock belongs here too. Most of our colleagues speak a foreign language (English, German, Spain and Slovak). All the technicians drive their car around the country supplied with the right tools.
Of course all of them use mobile phones, and the CNC technicians have their own laptops. We deliver the machines with our pickup truck, or in the case of bigger machines our partner does. Our own stock values nearly 40 million Forint, this way the spare parts needed mostly are present. We are in on-line connection with the factory's stock, this way new supplies are quickly solved too. If needed, the spare part can be here in one or two days. We tried to live up to the advantages of the termination of the borders. Our service carries out around 2800 "actions". This number includes the installations, warranty and out of warranty services and the flat-rate inspections. Our technician colleagues travel around 400.000 km yearly. The service all together has nearly 100 years experience in the surviving of woodworking machines. In spite of our experience we can not rest, because technique is developing, demand and expectation of our customers are growing. Our partners are part of the ever growing competition; they have to produce good quality continua sly. Simply, they can not afford a bigger production hold or not quality production our task and in the same time, our responsibility is to assist our customers in this. Our service can service the demand only with continuous development. Our technicians take part in the trainings of the factory, and we have house trainings quite often too. In our activity, specialized knowledge is the most important.

 

We give increased attention to quality, not only because of the standards of ISO, but to learn from our mistakes as well. All service actions by telephone are fallowed by a customer satisfaction question and we ask feedback from our sales man too. Based on or statistics of error correction we have observed that with the training of the operators the production hold can be decreased. That is why we have already organised some house trainings together with field- work. This has a particularly important role in the case of edgebanders. Because one of the strengths of our machines' is the wide setting range, this gives big usage flexibility, but in the mean time it presumes a well trained operator. What can turn over quickly is the training of the operators.

We have other developments that aim the increase of service quality. One of the most important ones is TELESERVICE. From our base in Göd we can enter into the computers of CNC machines, we can explore the problem, we can recharge the managing software. Many of our partners have already used this service, because a production hold can be solved in a few hours. Probably the demand for TELESERVICE will grow, that is why we are going to specialize one of our colleagues especially for this. He will be available for telephone help too.
We are going to develop our stock even more, increasing its volume, to be even faster if a partner needs something. We are continually looking for domestic connections, which as well as fast service offers us a good price. We get our bearings, electronic items, pneumatic parts, and greases from domestic suppliers.

We do more and more machine renovations. According to an action appreciated by our customers first we check the working machine thoroughly, sum up the parts to be changed. So our customer can make the order of renovation according to a detailed offer. If all the parts are available, we bring the machine to our base and in two or three days make the renovation, then deliver it to the customer and reinstall it. In this way the machine has to be taken out of production for only a few days. The number of our flat-rate customers is growing too. The machines appreciate the continuous technical inspections, their reliability grows and the hold time decreases. By the continuous visits we can refresh the knowledge of the operators too; moreover we can answer the questions that came up throughout the time.

The aim of our developments is not only to be a good service, but to be able to give a constantly good service that is worthy to leaders and to the credit of our honorific partners.