Service message

I can never understand someone having a car serviced according to the manufacturer's recommended maintenance schedule while being prepared to risk having a machine tool – often costing more to buy, install and operate – becoming less accurate over time and prone to unscheduled downtime. Machine tools enable people to earn a living and businesses to make a profit, and they will repay regular care and attention with many years of productive use. At a basic level, the day-to-day priority with any CNC machine is ensuring that the lubrication system is topped up when necessary. The good news is that the lubrication system is tied into the PLC and, should lubrication fall to a low level, the machine will begin 'single blocking'. It will finish what it is doing, albeit slowly, then stop, and it won't run continuously until the oil level is back to normal. Apart from this, it's simply a case of good housekeeping with, typically, a 12-month interval between routine servicing visits – although this recommendation could change, if, for example, a machine is being double-shifted. However, should the unexpected happen and a breakdown does occur, the priority is to note any error messages and 'phone the supplier's helpline. Most callers should be up and running after just one 'phone call. If not, the information provided should enable the service department to identify the likely cause and ensure that a service engineer has a replacement part to hand should it be needed. There is always a risk of operator error; people do make mistakes, but the risk is lessened considerably with appropriate training. Never refuse training, especially when it is offered as part of the purchase package. And along with training should come programming support. People these days expect a very quick turnaround on small batches of complex components and this puts a sustained pressure on production facilities. That said, not every supplier provides the same level or standard of after-sales service and support, so it is important to check out what is actually on offer. Back-up is as important as the performance of a machine tool, and, if it is a first-time purchase, my advice is to check first with existing customers. Does the supplier take responsibility for the complete machine package? Are service engineers regionally-based or do they have to travel long distances from a central location? Are they multi-skilled and trained to diagnose and deal with mechanical, electrical and electronic faults? When a machine is down, it should be an absolute priority for any supplier to get an experienced service engineer on-site fast. Ideally, this should be a same-day response or a next-day service at the latest. This is an ongoing challenge, and has meant expanding our service team and taking a new approach to recruitment, training and job allocation. Experienced individuals familiar with our range of machine tools and the design changes that have taken place over the years are assigned to the most urgent and challenging requests for on-site assistance. Less experienced people deal with more routine requirements, and new recruits are being trained initially to handle basic servicing and commissioning. The objective is to provide the most appropriate and cost-effective response. There is, of course, a sound commercial reason behind this commitment to improving after-sales service and support. Customer satisfaction is a significant driver for growth, and this applies as much to the machine tool business as to any other business sector. First published in Machinery, March 2012