Tetra Pak, the world leader in food processing and packaging solutions, launches Guaranteed Performance, its latest customised service solution to improve lifecycle performance of customer operations, at Anuga FoodTec 2012.
Providing guaranteed performance levels
Building on Tetra Pak’s long-term commitment to partnership with its customers, Guaranteed Performance is a service agreement which ensures that equipment performance meets pre-agreed levels over a specified time period.
Speaking at Anuga FoodTec, Steve Wyatt, Vice President of Technical Service for Tetra Pak, said: “Guaranteed Performance puts the focus on working together with customers to improve system performance and predictability, which reduce lifecycle cost.”
The cost of downtime can be difficult to measure and is often underestimated, especially for high-utilisation installations. Through a systematic, coordinated plan geared at driving down operating costs and securing maximum performance, Tetra Pak provides customers with maximum reliability. Simplified administration and clear division of responsibilities between the customers’ staff and Tetra Pak service engineers also contribute to more personalised service and satisfaction.
Customisation is key
Service encompasses nearly everything that affects how the equipment and line perform, including operator competence, parts quality and delivery, maintenance expertise and adherence to recommendations, quality assurance, and the plant environment. Customer requirements in these areas depend on their situation and needs, which makes the ability to customise service solutions important.
Customer feedback confirms that customisation delivers greater satisfaction. “Our customers tell us they are more satisfied with our level of service when they have customised service solutions,” said Steve Wyatt.
At the heart of Guaranteed Performance and other customised service offers, lies Tetra Navigato, Tetra Pak’s packaging and processing service portfolio which is used to create the solution based on a customer’s unique needs. Tetra Navigato is grouped into nine product areas to easily identify the services that will make up the agreement and provide the most value to the customer. These areas include: automation services, environmental services, improvement services, installation services, maintenance services, parts and logistics services, remote services, training services and quality management services.
Long-term service agreements for predictable operational cost
Tetra Pak is also displaying its advanced service agreements, such as Operational Cost Guarantee (OCG) at Anuga FoodTec. OCG is a long-term service agreement that includes the delivery of products and services necessary to enable Tetra Pak to provide customers with stable, verified, controllable and predictable operational cost.
OCG reduces uncertainty for the customer by guaranteeing Tetra Pak’s commitment and delivers a measurable reduction in customer operational cost over time. Ultimately, OCG builds customer capability to drive continuous, sustainable and measurable operational improvements. It is currently under limited deployment.