October 9, 2012

Services Adapt to Changing Customer Needs

Worldwide, the reasons driving industry demand for services to deliver engineering expertise, parts, and maintenance to keep operations running vary widely. In the U.S., one of the main reasons is the retirement of large numbers of engineers. In developing parts of the world, the need for specific operations and technology-related expertise is sought after because it is often in shorter supply.
Smart service connections can bridge the critical gaps between increasing performance demands, people and expertise, geographic expansion concerns, and growing operations complexity.

Other reasons leading more companies to seek engineering-related services are ubiquitous across the globe. These factors include: regulations, safety, environmental considerations, and disaster recovery.

The confluence of these factors is why Emerson Process Management has been evolving its long-standing lifecycle and project services offerings. In 2012, the company extended its footprint of 374 global service locations by opening eight full-service facilities staffed by trained, certified personnel. Over the next few years, the company expects to increase the number of service facilities by nine per year. Current staffing levels for project activity top 4,600 employees. The company is adding engineering staff at double-digit growth rates to staff these service locations and expects to keep doing so for at least the next five years.

Lifecycle services operations typically require that experts be available on hand within four hours of notification and that parts can be delivered within a day or less. And with many companies operating multiple facilities all over the world, a globally dispersed lifecycle services operation is required to ensure that customers receive the same service levels for all their plants.

Emerson Process Management’s services expansion has concentrated on the development of numerous global service centers. These geographically dispersed centers are located so that they are close to their customers wherever they may be. As an example of this, Emerson’s Certified Repair and Quick Ship product manufacturing and service centers provide machining, manufacturing, fabrication, actuation, instrumentation and quality assurance, and are designed to operate at faster than factory lead-times to the following KPI Responsiveness Standards:

• Service center location less than two hour proximity to customer plant;
• 24-hour replacement parts delivery;
• 24/7 repair availability (on-site and depot) to customer timeline requests; and
• New product delivery in five days (10 days for systems).

By stepping up to the changing dynamics surrounding the regulations, required skills and competition that its customers face, Emerson has designed its global lifecycle services to offer certified skills and technologies so that customers can rely on Emerson as a one-stop shop for parts, repair and people to keep their facilities running.

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