CONCRETE PUMP TRUCKS

www.sanygroup.com
Sany Worldwide
Volume 37. Mar 2012
SEVEN CORE ADVANTAGES
ENSURE THE GREAT
SANY
CONCRETE
PUMP TRUCKS
SUCCESS OF
Customer Suggestion Closed-loop
Management Mechanism
Editor-in-Chief: Zhang Zhongke Deputy-Editor-in-Chief: Liu Kaiya Contributors: Cai Yanfang , Huang Tingting, Yu Fei ,
Jia Shiwei , Cheng Shu, Chief Designer: Cao Lina Chief Translator: Xu Qingqing , Liu Hui
SANY Brazil is located in São Paulo, Brazil. The assembly plant in SANY Brazil Industrial Park, with an investment of
USD 200 million, has already been put into operation. It is projected that the manufacturing plant in Brazil will be
finished and put into production in 2013. It is foreseeable that as 2014 World Cup and the Olympic Games in 2016 are
approaching, the Brazilian market of construction machinery is going to see a burgeoning growth. The assembly line
located in São José dos Campos, São Paulo, officially started its operation in December 2010, producing hydraulic
excavators. In March 2011, truck cranes were also put into assembly and production.
CONTENTS
NEWS
• Sany Supports Infrastructure Construction of Guinea _06
• Sany’s Eco-friendly Concrete Batching Plant
Now Operating in Qatar _07
• SANY America Assembles First Excavator
in North America _08
• Sany and Palfinger to Establish Joint Venture _09
• Sany Excavators Participated in Construction
Work for Doha FIFA World Cup _11
• Sany Wind Turbine Products Showcased in Chad
Energy Exhibition _12
• Sany Port Machinery Participated in Sudan Port _13
STAFF HIGHLIGHTS
• The Voice of a Sanyer _14
TECHNOLOGY
• Seven Core Advantages Ensure the Great Success
of Sany Concrete Pump Trucks _15
SERVICE
• Excellent Service from Sany-dealer Cooperation _21
CUSTOMER RELATIONSHIP
• Customer Suggestion Closed-loop Management
Mechanism _22
MORE MAGAZINES : www.sanygroup.com
SANY
NEWS
1 Sany Supports Infrastructure
Construction of Guinea
L
ocated along the Pacific coast of West Africa, Guinea covers an area of 245857 km 2 and has a
population of 11 million. Due to long-term warfare, everything needs to be restored and infrastructure
construction improve. In order to support Guinea infrastructure construction, on Feb 24th Sany Heavy
Industry donated a 46m intelligent pump truck to Guinea. Guinean President, Chinese ambassador Mr. Zhao
Lixin and Guinean Government officials from Ministry of Public Work and Communications, Ministry of
Industry and Small and Medium-Sized Enterprise, Ministry of National Defense, and Ministry of Military
Construction attended the ceremony.
After the ceremony, Guinea President Alpha Conde received Sany’s delegation in the Presidential office and
hoped that Sany’s pump truck participate in infrastructure construction of Guinea soon. GM of Sany Nigeria
Yao yao said, once the pump truck arrives, Sany would send engineers to provide trainings for Guinean
pump truck operators.
(Sany Group)
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Sany Worldwide_ Mar_2012
NEWS / SANY
2 Sany’s Eco-friendly Concrete Batching
Plant Now Operating in Qatar
R
ecently, two Sany 180 eco-friendly concrete batching plants have passed their installation and
debugging process, thus now are officially operating in Doha Port in Qatar. The statistics indicates
that Sany 180 eco-friendly concrete batching plants have even outstripped the standard required by
Qatar Doha Harbor Bureau, proving that the Sany batching plant has the full potential to compete with global
top brands.
Being the first exported eco-friendly concrete batching plant, Sany 180 concrete batching plant has achieved
several innovative breakthroughs in design. And just because of those unique designs, Sany 180 batching
plant has won the bid over 11 other concrete machinery manufacturers from UAE and China.
In addition, the successful installation of the batching plant has attracted wide attention from Qatar domestic
customers. General Manager of Qatar FBA Batching Plant claimed that he was amazed by Sany’s
spectacular batching plant after visiting the site. He immediately recommended the board of director to
purchase Sany 120 batching plant, concrete pump trucks and so on. Moreover, Director of Al Seal Batching
Plant also spoke highly of Sany products.
From 2012 to 2013, Sany 180 batching plant will be employed in the construction of Doha new port to provide
800,000 m3 of concrete. From 2014, Sany 180 batching plant will participate in the construction of Doha
Stadium, preparing the infrastructure for 2022 Doha FIFA World Cup.
(Sany Group)
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Sany Worldwide_ Mar_2012
SANY / NEWS
3 SANY America Assembles
First Excavator in North America
P
eachtree City, GA, February 15, 2012 – Sany America is pleased to announce it has partnered with
BIK Hydraulics of Toronto, Ontario, a move that marks the company’s first crane dealership in
Canada. The new agreement expands Sany’s dealership coverage to Ontario as well as Atlantic and
Maritime province.
“BIK has a very loyal customer base and we are honored to serve them with our rough terrain and crawler
cranes,” said Kirk Erlinger, director of dealer development at SANY America. “We are looking forward to
helping BIK expand their business, and we could not have chosen a better partner to represent us,” he
added.
Until becoming a Sany dealer, BIK’s business focused on truck-mounted lifting equipment, with many
customers in the general contracting sector. Several months of market research led to the dealership’s initial
order of three rough terrain cranes that will serve customers making heavier lifts in the construction and rental
markets.
“In late 2005, we began looking for an RT and crawler crane manufacturer to represent,” said Elemer Ivan,
owner of BIK Hydraulics. “Over the past 20 years, I have built my business from the ground up, so I take
these decisions very deliberately,” he continued. “When I met the sales and service team from Sany America
and then flew to Atlanta to visit their facility, I knew this is the team I want to do business with.”
Located in Peachtree City, Georgia, Sany America markets hydraulic excavators, concrete pump trucks, port
machinery, rough terrain cranes and crawler cranes in North America. Last fall, the company announced it will
build a $25 million R&D center alongside its 400,000 square foot corporate headquarters and manufacturing
facility. When complete, the site will employ 300 hydraulic and mechanical engineers.
(Sany Group)
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Sany Worldwide_ Mar_2012
NEWS / SANY
4 Sany and Palfinger to Establish Joint
Venture
● China-based SanyPalfinger will manufacture and sell Palfinger knuckle boom cranes in China.
● Austria-based PalfingerSany will distribute wheeled mobile cranes produced by Sany in the world market
outside China.
● Sany leads the Chinese construction equipment market.
● Palfinger is the market leader and innovator of knuckle boom cranes.
O
n Feb 28th, Sany Changsha Industrial Park witnessed another wave of internationalization. CEO of
Palfinger Herbert Ortner, President of Sany Group Tang Xiuguo, GM of Sany Mobile Cranes Qi Jian
and other senior managers attended the signing ceremony. Sany and Palfinger will each hold a 50%
share in the two new joint ventures. The merger has received approval from related authorities.
Sany-Palfinger Equipment Co., Ltd. (Sany-Palfinger) will build new factories near Ningxiang Business Unit of
Sany Heavy Industry for R&D, manufacturing and sales of special vehicle equipment such as knuckle boom
cranes in both Chinese and global market while Palfinger-Sany Mobile Crane International Sales Co., Ltd.
headquartered in Salzburg will distribute wheeled mobile cranes produced by Sany in Europe, America and
Commonwealth of Independent States like Russia.
Ortner said, "With the establishment of these two joint ventures, we have taken a big step forward in our
internationalization strategy. We now have manufacturing and assembly plants in all of the world's major
markets. With Sany we have a partner that is not only one of the fastest growing companies in the world, but one
that meets our high quality standards as well. China will become our second domestic market. By enabling our
partners outside China to distribute Sany mobile cranes we are giving them a valuable addition to their range of
products."
Liang Wengen, Sany Heavy Industry chairman, said, "For Sany, this close co-operation with Palfinger is a major
step towards tapping the global market. We are looking forward to our co-operation with a partner that is a
technology and market leader and whose customer proximity and comprehensive services are highly
appreciated by its customers. We are fully convinced that these two joint ventures will swiftly achieve success,
thereby making a significant contribution to the rapid and sustained growth of Sany."
Sany enters the market of knuckle boom cranes
The Changsha-based Sany-Palfinger will be specialized in developing and producing knuckle boom and straight
(stiff) boom loader cranes to mount on trucks. Based on Palfinger’s cutting-edge technologies and Sany's sales
network, Sany-Palfinger will market its product aggressively in Chinese market, aiming at 30% of market share
in long term.
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Sany Worldwide_ Mar_2012
SANY / NEWS
In 2010, a total number of 9,000 folding-jib cranes and telescopic cranes were manufactured in China,
accounting for 20% annual growth. It is expected that by the time of 2017, over 30,000 lorry-mounted cranes
would be made in China, which means over 50% lorry-mounted crane market would be taken over by
Chinese product.
Sany-Palfinger will start its trial operation in 2012, and will enter fully into operation phase in 2013. Palfinger’s
other products, including container handling system, tail lifts and aerial work platform will be included into
Sany’s manufacturing and sales system.
The cooperation with Palfinger is an important strategic move for Sany in the global crane market. It will
certainly help both parties in various aspects, including upgrading the innovative ability, manufacturing
technology, management, sales and brand image in the global market. The merger marks another historical
step of Sany’s globalization.
Both parties promised that the joint ventures would comply with Corporate Governance Regulation of
Austrian government. The financial statements of Sany-Palfinger will be published according to international
financial reporting standards and Chinese accounting standards.
Note: Palfinger was established in 1932 and is the world’s leading manufacturer of hydraulic lifting, loading
and handling systems. It owns more than 1,500 sales and service office in 180 countries. The company has
been the market leader of truck mounted knuckle-boom crane. In 2011, Palfinger hired over 6,000 employees
and its annual sales reached 850 million Euros.
(Sany Group)
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Sany Worldwide_ Mar_2012
NEWS / SANY
5 Sany Excavators Participated
in Construction Work for Doha FIFA
World Cup
I
t is finally confirmed that 2022 FIFA World Cup will be held in Doha, Qatar. It has been a controversial
issue to hold the World Cup in Qatar, and the hot weather of the country is one of the reasons. The
executive of the Qatar bid committee said, “It is an audacious gamble to hold the World Cup in Qatar.
However, there is no risk in it and we have an exciting future to look forward to. The hot weather? That’s out
of question. ”
As an important project of 2022 World Cup, the ongoing Doha new port project phase I is to construct a port
excavated from inside. With its outstanding performance in port and channel construction, CCCC Fourth
Harbour Engineering Co., Ltd. is responsible for excavating machinery and wharf structure construction of
the project. The coast of the wharf is 7845m and the excavating area is 65 million cubic meters. A total of 1.43
million cubic meters of concrete will be excavated.
As a strategic cooperative partner of CCCC Fourth Harbour Engineering Co., Ltd., Sany has also provided
quality products and excellent services for the project. Currently, there are more than 20 excavators
participating in the construction project. At the beginning of 2012, Sany excavators won the bid again for the
equipment purchase and were immediately sent to the construction site.
Hot weather is a test for normal construction of engineering machinery. For Sany excavators, however, “The
hot weather? That’s out of question.”
(Sany Group)
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Sany Worldwide_ Mar_2012
SANY / NEWS
6 Sany Wind Turbine Products Showcased
in Chad Energy Exhibition
F
eb 1st to 4th, Chad Energy Exhibition was held in N'Djamena, capital of Chad. Sany Heavy Industry,
together with Sany’s potential agent SNER, participated in the exhibition. Sany showcased its wind
turbine products, attracting the attention of the customers.
Sany participated in the exhibition for the purpose of responding to Chad government’s advocate to protect
environment and maintain the sustainability of development. Through distributing promotional materials, playing
promotional videos and demonstrating product models, the staff of Sany Kenya demonstrated the advanced
philosophy and manufacturing technology in Sany wind turbine products in an all-round way.
The exhibition attracted the attention of global leading cleaning energy equipment manufacturers, which
showcased a large amount of advanced cleaning energy technologies and equipment.
(Sany Group)
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Sany Worldwide_ Mar_2012
NEWS / SANY
7 Sany Port Machinery Participated in
Sudan Port
S
ea Port Corporation is the only government-run department of Sudan Harbor Bureau to undertake large
port affairs. It is a government functional department responsible for stacking, management and
distribution of all cargos entering Sudan by ship. As an independent state-owned enterprise, it is in
charge of construction and maintenance of Sudan’s ports and lighthouse. Established in 1974, Sea Port
Corporation is under the control of government and is a national port operator.
Since the machines have been used for a long time and the port business is expanding, new machines need to
be bought. In 2011, Sea Port Corporation held a public bidding. As soon as the sales representative Han Liang
knew about it, he contacted relevant departments in China and gathered useful information. Through close
cooperation of different departments, the bidding documents were eventually completed.During the bidding
process, Han Liang often contacted customers to know about their information and guided them to know more
about Sany Heavy Industry and Sany’s service conditions in Sudan. He also led customers to visit Sany’s
maintenance shops in Sudan to show Sany’s excellent after-sales service. With the invitation of Han Liang, the
customers paid a visit to the industrial park of Sany Port Machinery in China, after which they signed a contract
to purchase five units of port machinery equipment. It is due to excellent teamwork and support from different
departments that we have won the bid.
( Liu Xubin, Sany Kenya )
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Sany Worldwide_ Mar_2012
SANY
STAFF
HIGHLIGHTS
The Voice of a Sanyer !
I
am Raul Jimenez from Mexico. I arrived in China on September
2009 with one strong goal in my mind: “Learn everything I can,
from the best”. Since that moment my life has been changed by
many positives experiences. This wonderful opportunity started
when I was living in my home town in Ixtapa, Zihuatanejo. For five
years I worked in the tourism and business industry in my country,
from which I acquired knowledge and experience that helped me to
be chosen for a special business program that the Government of
Mexico was promoting in that season.
The name of that program is Formacion de Negocios Mexico China
and its principal objective is to provide knowledge and experience
to future Mexican business consulters, so they can be able to create
and maintain a prosperous business relation between Mexico and
China.
with much happiness all the dreams and goals I had
when I arrived in China. After nine months to adapt, to
learn, to study and after all the struggle to climb every
step, I finally got a job in SANY, one of the most
important international companies in China.
Sany group is a global company in the construction
machinery industry with a vast line of products and
unique advantages. During recent years the company
has been the recipient of many achievements and I had
the opportunity of witnessing some of them. One of the
most important happened recently, in 2012, the
acquisition of Putzmeister, a global company that
makes high-tech concrete pumps. The deal could be
portrayed as a model, creating a new market leader in
world concrete machinery industry.
In this company all the employees have the same
chance to grow and construct an important professional
career, depending on the perseverance, the will and the
great effort that one puts into his or her work.
Since the beginning Sany has given me the
responsibility to focus on Latin American Market. I am
now working directly with Mexico and having
interactions with SANY America (manufacturing base
located in USA). I feel very grateful with the opportunity
that the company is giving me and also for the chance
to improve my knowledge in the industry.
Mexico has the second largest economy in Latin
America and is expected to become the seventh largest
economy in the world by 2050. Construction is an
important sector in the domestic market, currently
r e p r e s e n t i n g 6 . 8 % o f t h e c o u n t r y ’s G D P. T h e
government Infrastructure Program between 2007 and
2012 spends $226 billion USD on infrastructure, $26 of
which billion is devoted to highways and an additional
$200-250 billion USD to housing.
I am completely sure that we will achieve the
company`s target to obtain substantial market shares
and at the same time to stand as one of the best
options for construction enterprises in Mexico.
I had the honor to participate in this amazing project. I remember
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Sany Worldwide_ Mar_2012
SANY
TECHNOLOGY
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Sany Worldwide_ Mar_2012
SANY / TECHNOLOGY
1. X-shape outriggers
All the new concrete pump truck models adopt X-shape outriggers which
have advantages of simple structure with light weight, rational stress, oneside support capability, high stability and easy maintenance. Compared with
traditional swing structure, X-shape outriggers only need to move along
straight lines to the supporting position, saving both time and space for full
extension.
Comparison of the two structures with outriggers
X-shape outriggers and swing outriggers extended
2. One-side support technology (OSS)
Concrete pump trucks with X-type outriggers can realize one side support so
that the machines are suitable for assignments on narrow grounds.
Comparison between full support and one-side support
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Sany Worldwide_ Mar_2012
TECHNOLOGY / SANY
One-side support (left)
One-side-support (right)
X-shape-outrigger concrete pump truck with left and right-side support
3. Roll-over Prevention technology (ROP)
Through analyzing on real-time status of concrete pump truck under different
working conditions and major causes of roll-over accident, R&D engineers of
Sany, after repeated testing, have developed Roll-over Prevention
Technology (ROP) which is able to analyze and tell the possibility of roll-over.
There will be automatic alarm with vertical pitch over 5°, horizontal pitch over
3° or sudden pitch change. Movement of the boom will be restrained and
stress of each outrigger will be monitored.
Alarm in cases of incomplete extension of outrigger and surface collapse
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Sany Worldwide_ Mar_2012
SANY / TECHNOLOGY
Emergency
Detected by sensor
Alarm
Machine stopped
instantly
Uunit: bar
Roll-over accident and ROP technology scheme
4. SYMC exclusive control system
Compared with traditional PLC system, SYMC has higher reliability and
easier maintenance with simple cabling, better control interface, faster
calculation and IP67 level of water-proof and dust-proof function. The system
is able to work under temperatures between - 20℃ and +70℃. It brings the
customer unprecedented experiences of control system with 80% lower
malfunction rate.
Engine energy
saving control
Intelligent
electronic
reverse
control
SYMC
Hydraulic
system
discharge
control
Boom
movement
control
Local & remote
communication
Vehicle
auxiliary
control
PLC electric
control system
SYMC exclusive control system
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Sany Worldwide_ Mar_2012
SYMC exclusive
control system
TECHNOLOGY / SANY
5. Boom vibration control patent technology
Invention patent No.: CN200610032361.X International patent applied
Co-simulation of boom vibration is carried out to explore the mechanism and
control strategy. Intelligent boom vibration tracking technology lowers the
vibration of the hose at the end by 65%. The technology realizes boom
vibration control and prolongs the fatigue life of boom independently without
any interference with the pumping system. It can be started up automatically
or manually when necessary.
No vibration control technology
Analysis of boom vibration control
With vibration control technology
Comparison of water pumping with and without vibration control
6. Intelligent boom control patent technology – easy operation
Invention patent No.: CN200610156416.8 CN200710168189.5
Intelligent boom control technology applies modern robotic theory to realize direct control
over the motion track of the hose. More importantly it is able to find out the best stress
condition for the boom to prolong its fatigue life. By simply pushing the handle on the
remote control free movement of the boom end can be realized, no matter it is horizontal
or vertical, straight or in curve.
Remote control system with intercommunication realizes information exchange between the machine and the operator
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Sany Worldwide_ Mar_2012
TECHNOLOGY / SANY
Uunit: bar
Horizontal automatic placement
automatic placement of vertical column
7. Computerized energy saving patent technology – Economy
Invention patent No.: CN200710035310
According to authoritative testing, the environment-friendly technology can save as much
as 20% of energy by further lowering fuel consumption of the diesel engine. The operator
only needs to adjust the pumping volume joystick according to the concrete type and the
object for delivery. The computerized control system will automatically adjust chassis
engine, variable pump and diesel engine speed so that the machine is able to meet the
working requirements under the most energy-saving condition.
Diesel engine speed
Working
condition
selection
Matching
power
Calculating
the best
control point
Chassis
engine
Variable
pump
Hydraulic
system
System pressure
Schematic diagram of energy-saving control
With energysaving control
Comparison of fuel consumption with and
without energy-saving control
20
Fuel consumption
Without energysaving control
Sany Worldwide_ Mar_2012
Discharge
( Wang Yan & Wang Xinshi, Sany Overseas )
SANY
SERVICE
Excellent Service from Sany-dealer
Cooperation
O
n Jan 30th 2012, Sany Overseas signed a
SYBHR12001 contract with AMA, its dealer in
Bahrain, to purchase batching plants
SYG5310THB-46, SY5295THB-37 and HZS120JZ of USD
1,045,000 in total. The end-user of the contract is Future
Readymix, a new customer who appreciates the reputation
of both Sany and AMA. It is because of the close
cooperation among Sany, AMA and Bahrain service team
that the contract can be signed successfully.
Since Sany’s products entered Bahrain market in 2006, the
service team of Bahrain has provided reliable service to
customers. Up till now, there has been not a single day
when no service engineer is on duty 24 hours a day for
customers to contact them at any time.
The expertise of the service engineers is essential. At
present, there are a total of 66 units of equipment of 9
categories, concrete pump truck, trailer-mounted concrete
pump, placing boom, batching plant, grader, rotary drilling
rig, asphalt batching plant, crawler crane and truck crane.
Therefore, it requires the service personnel to have high
expertise in different types of machinery. During years of
providing service, Bahrain service personnel continued to
enhance their technical knowledge and skills so as to win
the trust of customers.
It is also important for spare parts to be supplied in time.
The dealer has spare parts worth USD 70,000 in storage,
ensuring that urgently needed spare parts are always
available to troubleshoot the problems in time. Moreover,
the dealer supports customer by delivering the spare parts
before receiving payment, which largely improves
maintenance speed and enhances customer satisfaction
rate.
21
In addition, service engineers should have a sense of
responsibility in providing service for customers. Since
2006, Bahrain service engineers would arrive at the
construction site usually after 15-30 min, or at most 1 hour,
upon customer call. The dealer provides service vehicles
for us, enhancing our work efficiency greatly.
We trust our dealers and help them gain profits while
receiving support from them. Currently our dealer provides
a lot to the service team that other dealers of Sany
Overseas cannot offer, such as long-term working visa,
driving license, service vehicle, urgently needed spare parts
storage and service technicians. The great support is
earned with our constant efforts to help our dealers make
profits. For example, we never sell spare parts to end-users
as long as there are inventories at the dealer’s warehouse.
Some new customers may want to buy equipment directly
from Sany for lower prices, but we always refuse such
requests with politeness. We cannot lose our dealer’s
support just for some petty money.
The most important thing is to cooperate with the dealer to
tackle financial issues of end-users. It requires dealers with
great strength and willingness to undertake the financial
pressure resulted from installment payment of end-users.
That is why we have had long-term cooperation with our
dealer AMA.
Based on our high-quality service, we have established
very good relationships among our dealer and end-users
with mutual trust and shared benefits. We firmly believe that
we will make more and more successes in the future.
Sany Worldwide_ Mar_2012
(Ou Wangchun, Sany Saudi Arabia)
SANY
CUSTOMER
RELATIONSHIP
CUSTOMER SUGGESTION CLOSEDLOOP MANAGEMENT MECHANISM
S
ince August 2011, International Customer Relationship Department (“CRD” hereafter) has
been making customer suggestion books with the suggestions provided by customers in the
monthly calls. Up till December, the department gathered a total of 240 customer
suggestions, of which 129 were adopted, making contributions to the improvement of service, spare
parts, products, materials and dealership. This year, for customer suggestions to be implemented
effectively and timely, CRD built a customer suggestion closed-loop management system with allround supervision and inspection. In the mechanism, there are two new processes, that is, setting
up a project for the suggestion and sending customer gratitude letter.
Ⅰ. Suggestion Gathering
There are two ways to gather customer suggestions. Customers may provide suggestions in regular
monthly calls or send their suggestions to customer relationship managers or CRD through email. At
the beginning of each month, the supervisor in charge of customer suggestions in the department
would collect the suggestions of last month, sort them out into different types and finally produce the
standardized suggestion book. After being approved by the leader of International Operational
Planning Division, the suggestion book would be sent to different business units for feedbacks and
follow-ups.
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Sany Worldwide_ Mar_2012
CUSTOMER RELATIONSHIP / SANY
Ⅱ. Suggestion Feedbacks
upon receiving the suggestions, each department (Service Department, Spare Parts Department,
R&D Institute and Standard Material Institute) will do surveys to analyze the situation and then
decide whether to adopt the suggestions. For the accpted suggestions, the business unit should
indicate explicitly the specific steps and deadlines to implement the suggestion. Meanwhile, the
business unit ought to provide proper reasons for not accepting certain suggestions.
Ⅲ. Setting up a Project for the Suggestion
After examing the viability of the suggestion through market research and so on, the business unit
may consider it necessary to set up a project for the suggestion. If so, it ought to submit a project
set-up proposal containing the detailed processes and specific deadlines of the project and the CRD
shall follow up and supervise the implementation of the project. After the completion of the project,
the business unit should complete a summary report based on the project set-up proposal for CRD
to assess the performance of the business unit according to the Customer Suggestion Closed-loop
Management Mechanism Guideline.
Ⅳ. Suggestion Closed-loop Management——Sending Customer Gratitude Letter
Whether are the suggestions adopted by the business unit or not, CRD will sent a gratitude letter to
the customer to inform him/her about the implementation process of the suggestion or why it’s not
accepted. If the suggestion is adopted, Sany will send another gratitude letter to the customer after
the project is completed, informing him/her that the project is done and expressing our hope that the
customer will continue supporting our products. Hence, we not only realizes customer suggestion
closed-loop management but also makes the customer feel they are paid attention to.
If the customers do not accept the suggestion feedback from Sany or are dissatisfied about it, CRD
will take a record of the customer needs again and add it up to the suggestion book of next month.
By optimizing customer suggestion management mechanism, CRD will know about the true
demand of market and customers as well as the gap between Sany and benchmark enterprises.
Through driving the business units to pay attention to and handle customer suggestions in a
standardized way, we help effectively enhance Sany and dealer's service and spare parts provision.
Moreover, the quality and design of the products and materials can be enhanced to meet the market
demand, and product life cycle can be prolonged to enhance the brand image and competitiveness
of Sany. Therefore, Sany forms a client-to-client closed-loop management system for suggestion
implementation, which realizes customer care support so that customers will continue pay attention
to and support Sany. When carrying out the management system, we hope for the participation of
customers worldwide to provide more useful suggestions for us.
( Cheng Shu, Sany I.O.P.D)
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Sany Worldwide_ Mar_2012