Komatsu initiative helps push down service costs

Komatsu Australia has implemented a ‘fix it first time’ concept over the past year.

The equipment manufacturer believes the approach ensures that machine issues are identified, addressed and resolved in the shortest possible time, and on the first visit – minimising downtime and keeping repair and service costs to a minimum.

Komatsu Australia general manager Todd Connolly said the fix it first time service focused on getting customers’ machine issues resolved in the least possible time, and on the first visit, so that downtime was minimised.

“This is another element of Komatsu Australia’s holistic approach to machine monitoring, troubleshooting and servicing,” Connolly said.

“Our ICT (information communications technology) systems – which include Komtrax and condition monitoring services – help to ensure that the issues arising on a machine are fully understood and diagnosed, prior to a Komatsu technician attending the customer’s job site.”

Connolly said this preparation, in combination with Komatsu’s in-house technicians, meant that a technician with the right skills, the right parts and the right tools was dispatched to get each customer’s machine back to work quickly.

“By reviewing the latest machine ICT information before heading out to service the machine, our technicians can understand how the machine has been operating in previous days and weeks, including any abnormalities which have occurred,” Connolly said.

“This understanding allows for diagnosis and troubleshooting to begin before leaving the branch, creating the shortest-possible path to get a machine working again. This means that we are far more likely to fix the machine on the first visit.”

Connolly said Komatsu’s competitors in the service space couldn’t match this approach because they do not have access to the same skill set of reliability engineers or its advanced ICT systems.

“Our approach is that every hour a machine is not working, it is not earning money for our customer,” said Connolly.

“Through the fix It first time process, we can minimise machine downtime, ultimately improving the productivity of each Komatsu machine.”

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