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B S H H O M E A P P L I A N C E S G R O U P
Repair @ BSH Home Appliances
LightingEurope Workshop
04 June 2018
Bruno Vermoesen
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 2
Agenda
Company overview
Repair in development
BSH service organization
Spare parts availability
Key elements of repair
Repair information
Extraordinary collaborations
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 3
BSHThe Company
BSHThe Company
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 4
Facts and figures for fiscal year 2017
13.8 Mrd.
Euros in Revenue
43Factories
4.5%Research andDevelopment
61,800Employees
Nr. 1In Europe
B S H H O M E A P P L I A N C E S G R O U P
Steady growth up to the record year of 2017
Factories 3 in Germany 13 in Europe 43 worldwide*
Revenue (€ billions) 0.5
14,000 23,000 61,800
3.3 13.8
Employees
1967 1990
Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 5
2017
at Robert Bosch GmbH
and Siemens AG in the
home appliance sector
*As of March 2018
B S H H O M E A P P L I A N C E S G R O U P
Europe
Strong presence in all BSH regions
Irvine LaFollette
New Bern
Toronto
Lima
Santiago de Chile
Johannesburg
Chuzhou Nanjing
Wuxi
Hong Kong
Jakarta
Kuala Lumpur Singapore
Casablanca
Bangkok
Melbourne Auckland
Chennai
Tel AvivDubai
Almaty
Mumbai
Taipeh
Cooking
Refrigeration/Freezing
Washing/Drying
Consumer Products
Motors, pumps
Dishwashing
Production locations:
Company headquarter
Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 6
Subsidiaries/
Locations
Çerkezköy
St. Petersburg
Moscow
Kiev
Istanbul
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 7
BSH Region Europe*
Lima
Santiago de Chile
OsloStockholm
Helsinki
Ballerup
Milton Keynes
Paris
Milan
Athens
Sofia
Buchares
t
Belgrade
Zagreb
Budapest
Regensburg
GeroldswilNazarje
ViennaTraunreut
Munich
Prague
Berlin
Michalovce
Luxembourg
Brussels
AmsterdamNauen
Lipsheim
Bad Neustadt
BrettenGiengen
Dillingen
Lisbon
Huarte
La
CartujaEsquiroz
Montañana
Vitoria
Santander
Zaragoza
Warsaw
Lodz
RzeszówWroclaw
Tel Aviv
* The subsidiaries in Latin America and Israel
belong to Region Europe
Cooking
Refrigeration/Freezing
Washing/Drying
Consumer Products
Motors, pumps
Dishwashing
Production locations:
Company headquarter
Subsidiaries/
Locations
B S H H O M E A P P L I A N C E S G R O U P
VisionGlobal brands
VisionLocal Hero
brands
VisionLabel brands
14 strong brands: The entire range of modern home appliances
Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 8
The BSH Hausgeräte Group is a trademark licensee of Siemens AG and Robert Bosch GmbH for the Siemens and Bosch brands.
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 9
Product categories: Clever home appliances for daily use
Washing
and drying
Dishwashing
Cooking
and
baking
Refrigeration
and freezing
Small
home
appliances
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 10
Customer service
◼ Around 8,950 customer service employees
worldwide, including around 5,000 of our own
technicians
◼ Available around the clock
◼ Care line: product consulting over the phone
◼ Free self-help videos on the Internet
◼ Spare parts available for at least ten years
◼ Customer satisfaction studies: BSH customer
service rated as “very good” (70%) or “good” (30%) in
all countries
◼ Service awards in many markets (e.g. Poland,
China, Spain, Germany, United Kingdom)
B S H H O M E A P P L I A N C E S G R O U P
Investments in Research and Development at a Record Level
3.2%
2013
334
2014
4.3%
373
2015
4.0%
509
Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 11
2016
4.4%
570
in millions of euros / in % of revenue
The increased share reflects, among
other things, the investment in the
transformation of analog to digital
solutions, e.g. connected home
appliances.
2017
4.5%
637
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 12
Agenda
Company overview
Repair in development
BSH service organization
Spare parts availability
Key elements of repair
Repair information
Extraordinary collaborations
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 13
Repair in development | OverviewService department involvement
Phase 3: introduction of service specific requirements
Phase 6: all repair topics implemented + approval
Phase 8: monitoring and review
BSH uses standardized project architecture and components in order to ensure easy repair and reduce
the number of different spare parts.
Field Experiences with appliances and components flow into the development process of both
appliances and components.
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 14
Agenda
Company overview
Repair in development
BSH service organization
Spare parts availability
Key elements of repair
Repair information
Extraordinary collaborations
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 15
TC Turkey
TC GR
TC SpainDPC
Headquarters
VPCGPC
TC US
TC China
TC Technical Center
DPC Documentation Pool Center
GPC Graphic Pool Center
VPC Video Pool Center
TC Poland
TC RAP
BSH Service | Around the world
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 16
BSH Service | Internal process
Centralized spare part warehouse
Parts delivery
BSH Call center Service requestParts order
Service order
Parts take-back
End customerService engineer
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 17
BSH Service | Europe
❑ Identical process for the whole of
the EU
❑ Exceptions: FR, IT
❑ FR:
- small own service
- network of authorized repairers
❑ IT: only authorized repairers
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 19
Agenda
Company overview
Repair in development
BSH service organization
Spare parts availability
Key elements of repair
Repair information
Extraordinary collaborations
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 20
Spare parts | 10 years availability
First 10 years guaranteed Beyond 10 years
❑ No differentiation between functional and
design parts
❑ Some parts available as “generic part”
Model A
Model B
Model C
Availability dependent from:
❑ Economical factors
❑ Part rotation
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 21
Agenda
Company overview
Repair in development
BSH service organization
Spare parts availability
Key elements of repair
Repair information
Extraordinary collaborations
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 22
Authorised repair | Key elements
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 23
End-user “do-it-yourself” repair | No safety relevant repair
Dishwasher “mooh”-sound
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 24
Agenda
Company overview
Repair in development
BSH service organization
Spare parts availability
Key elements of repair
Repair information
Extraordinary collaborations
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 25
Repair for all | Online presence
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 26
Information for all | Quickfinder online
Exploded views Parts list with online ordering possible
Freely available on our brand websiteswww.bosch-home.com
www.siemens-home.bsh-group.com
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 27
Information for authorized repairers | Tradeplace
Independent trading platform:
www.tradeplace.com
Multi-brand
Yearly license fee
Access to all repair information
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 28
Information for authorized repairers | What and how?
Disassembly information
Exploded views
Spare part list
Circuit diagram
Connection diagram
Failure codes
Fault diagnosis
Service programmes
Repair instructions
Technical information
Videos
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 29
Information for authorized repairers | Training
Classroom
training
Technical
assistance
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 30
Agenda
Company overview
Repair in development
BSH service organization
Spare parts availability
Key elements of repair
Repair information
Extraordinary collaborations
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 31
Collaboration with re-use sector | SOFIE in Belgium
LHHCF
60 to 80 pieces/month
SDA
Preparation for re-use
100%
~80%(*)
~20%(*)
(*) From normal scrap
collection:
~5% sold
~95% scrapped Sold
Scrapped
Waste appliances
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 32
http://www.res-
sources.be/
More than 125 shops…
http://www.komosie.be/ko/home_10.aspx
http://www.dekringwinkel.be/kw/home_1.aspx
More than 50 shops…
BSH-Belgium
Collaboration with re-use sector | Belgium
They all get access to all repair information through Tradeplace in collaboration with Recupel
B S H H O M E A P P L I A N C E S G R O U P Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 33
Thank you!
Bruno Vermoesen