It's wonderful when self-perception and external perception match, as described at the start. But what if a service technician leaves the company with a good feeling, but the commissioning took too long for the customer for unknown reasons? Or the sales department was sure that the offer met the specifications exactly and would like to know exactly what led to a no and how this could be changed?

In order to obtain precise answers to these and other questions, the CHIRON Group launched a continuous customer survey at the end of last year. This was developed together with Consulimus AG. The leading provider of customized market research conducts the survey professionally, evaluates the results and presents them graphically in dashboards in real time and in a summarized monthly report.

If you ask, you get an answer and can learn from it
The central element is an individual questionnaire that is used to survey the direct customer experience at relevant »touchpoints« in personal conversations. Satisfaction with the range of services and commissioning is currently being determined for Germany, Austria and Switzerland. Surveys on the quality of CHIRON Group service have been conducted worldwide since February 2024, triggered with every single service ticket. Whether it's a call to the hotline, remote support or an on-site assignment: Customers automatically receive an invitation to take part in the survey.

Why is it worth investing a few minutes of your time to take part in the customer survey? It’s quite simple. The more feedback, the more meaningful the results. This makes it even clearer where the CHIRON Group already offers the best customer experience. And, more importantly: Where it is necessary to improve this experience with immediate or strategic measures.

Red, yellow, green – reaction and action according to the traffic light principle
The results of the continuous surveys are regularly discussed at management level – with managers from sales, commissioning, quality management and communication. Particular attention is paid to the development of two key figures: the Customer Satisfaction Index (CSI) and the Net Promoter Score (NPS).

The customer satisfaction index represents the average satisfaction at a point of contact. Three aspects are included in the result: Environment, people and performance. Green shows a »Match«; expectations have been met.

The Net Promoter Score (NPS), on the other hand, measures the general willingness to recommend the CHIRON Group to others. The NPS also serves as an agile early warning system in individual cases.

If a customer's willingness to recommend is in the green zone, he is a promoter and the result is an incentive to continue the business relationship at this high level. Yellow stands for Passives, those with a mixed impression. Many things were right, some less so. Here we look at where does the »slight grumbling« come from and is a reaction necessary?

An NPS in the red spectrum stands for Detractors. Consulimus reports the details of these detractors on a daily basis. Nicolas Zarak, Head of Quality Management and responsible for processing the results, passes on the feedback to those responsible. They look at the answers in the relevant area, contact the customer within a few days, discuss the issue and offer suggestions for solutions. Just as important as the direct reaction in a specific case is action – is the initiation of appropriate measures if several customers rate a certain situation negatively.

PERFORMANCE MEETS PRECISION: Were promises kept?
In addition to the continuous survey, the CHIRON Group also conducts a global survey on general satisfaction among decision-makers twice a year. The first took place in fall 2023 and the second in spring 2024, focusing on the overall picture formed by consulting and technical expertise, product quality, response time and availability in service as well as other aspects. It also determines how various dimensions – performance, image, communication, future – are experienced. Will the promise of PERFORMANCE MEETS PRECISION be fulfilled convincingly?

The rating here is from one to five, one being very good. In order to identify areas for action at an early stage, lower grades from 2.5 are included in a detailed analysis. One example shows how valuable feedback is for identifying optimization potential and initiating measures: In terms of service, professional competence was rated highly, while response times and availability did not quite meet expectations. More staff were therefore immediately made available for the service hotline.

The CHIRON Group is viewed particularly positively in terms of customer proximity. The human dimension has lost none of its importance in the digital age – on the contrary. It is still the direct contact, the quality of advice that makes the positive difference for many customers.

The feedback from the current survey is currently being processed and evaluated. In any case, thanks to everyone who took part and is still taking part – every vote counts. And pays for even better customer relationships, products and services.

Official commitment: Significantly reduce greenhouse gases
The CHIRON Group aims to achieve a net zero emissions balance in Scope 1 and 2 by 2025. It wants to further develop its products so that they enable the best production results with less energy input. The CHIRON Group is clearly committed to the goals of the Science Based Target Initiative (SBTi). And fulfills its obligation to implement the measures approved by the SBTi in May 2024 and to consistently pursue the defined targets: »CHIRON Group SE undertakes to reduce absolute greenhouse gas emissions in Scope 1 and 2 by 50% by 2028, starting from the base year 2018. CHIRON Group SE also undertakes to reduce absolute greenhouse gas emissions in Scope 3 by 25% within the same period.«

In Scope 3, which considers the indirect environmental impacts in upstream and downstream processes of the value chain, the influence and control options are lower than for the direct impacts of the CHIRON Group's business activities. »Nevertheless,« says Global Program Manager Sustainability Benjamin Kurth, »by looking at the entire product life cycle and supply chain, we can make sustainable decisions to minimize these indirect effects.«

Green energy production driven forward
The photovoltaic systems at the Taicang Innovation Factory in China and the Zadar site in Croatia are examples of the successes in 2023 towards climate-neutral production (Scope 1 and 2) and the reduction of greenhouse gas emissions. This means that the PV potential across all locations has increased to 3,908 MWh, with a maximum total output of 1,942 kWp. In addition, a geothermal system in Taicang provides environmentally friendly cooling in summer and ensures the best working and assembly conditions even at outside temperatures of up to 30 °C.

The online version of the Sustainability Report 2023 and the reports for 2021 and 2022 are available on the CHIRON Group website under »Sustainability«.

CHIRON Croatia has been part of the group of companies since August 2022 and continues to grow. So, what is on the agenda? What goals is the team around Managing Director Mladen Šarlija pursuing for the future, for the joint success of the CHIRON Group? speedfactor investigated.

Mr. Šarlija, what has changed since the company was founded in 1997 and how has it developed?
Well, we started really small with five employees. Today, we are a medium-sized company and a strong player in global competition in the areas of customized development of motor spindles, robot automation and spindle repair for the CHIRON Group and beyond. During the last 27 years, we have steadily expanded our expertise and have remained as innovative and agile as when we started. What has changed? Well, with our integration into the CHIRON Group, we now have over 1,900 colleagues around the world; structures and processes are more complex and extend beyond our location – we all had to get used to that and familiarize ourselves with it. But in the meantime, we are live the motto »We are one« and are well connected both organizationally and personally!

What are the goals of CHIRON Croatia for the coming years?
We are currently focusing on the development of innovative products – the keywords here are smart factory and Industry 4.0 – both for CHIRON Group customers and for our other markets. We are aiming for 20 percent growth in that area over the next three years. When it comes to the CHIRON Group, the goal is more ambitious: We want to increase our products and services here by 100 percent and are confident that we will be able to leverage our strengths as a »Spindle Center of Excellence« even more effectively once the expansion of the site is complete in 2025. In my view, we are ideal to complete the CHIRON Group portfolio with the key component of motor spindles, with our workpiece clamping devices, spindle services and also with our automation expertise. Together we can fulfill our promise PERFORMANCE MEETS PRECISION even more convincingly.

How does CHIRON Croatia celebrate? Are there regular team events?
Yes, every year on June 6, we celebrate the founding of the company together. We usually go on an excursion to the surrounding area, organize exciting outdoor activities and end the day with a nice meal.

Things to see and do in and around Zadar
Zadar is a three-thousand-year-old port city in northern Dalmatia, rich in historical and cultural sights. First mentioned in the 4th century BC, the city has been known by several names under changing rulers. From the Illyrian Jader to Idassa (Greek source), Jadera (Roman source), Diadora and, under Venetian and Italian rule, to Zara. Then, finally, in Habsburg times, to Zadar.

Today, the city offers a perfect combination of sightseeing and culture, beach and leisure, southern serenity and Croatian hospitality. A stroll through the old town is like a journey through the different eras of its exciting history: Remains of Roman buildings, old city walls and gates from the Middle Ages are just as worth a visit as the modern sights on the northern tip of the peninsula.

With around 71,000 inhabitants, Zadar is also the dynamic, modern center of the region. Tourism plays an enormous role in the economy, and the industrial sector is dominated by companies from the shipbuilding, iron and steel and chemical industries.

The perfect day in Zadar? In the morning an excursion to the nearby islands of Ugljan or Dugi otok, in the afternoon sunbathing on Queen's Beach in Nin, in the evening a stroll through the historic old town on the peninsula, with good food and local wine. »Živjeli«, cheers to the perfect day!

More about the city and region here: https://www.zadar.hr/en/destinations/zadar

Food and drink
The Zadar region has more to offer in culinary terms than the classic »lamb on a spit«, with many dishes tracing their origins to the time of Venetian rule (1409 to 1797):

Mr. Geiselhart, the first topic we would like to address is the recruiting campaign for CHIRON Group Service that was launched in February. Why do we need more staff? Are there new requirements? What do customers expect today and in the future?
Good staff and good products – that is what sets us apart worldwide and across all areas of expertise. The more qualified employees we have in CHIRON Group Service, the stronger we are for our customers, whether remote or on-site. In this respect, of course, our great team should and will continue to grow. Our customers rely on us after purchasing a machining center or an automated manufacturing solution from the CHIRON Group. We have to be there when they need us. Production and cost pressure is increasing year on year – especially in Germany, but also in other countries. This also increases the demands on service, and speed is essential.

However, our recruiting campaign is not only aimed at strengthening our global service, but also has a wider impact: A job here can be the start of a development journey to other roles in the CHIRON Group. If you want to know more: Watch our videos »All eyes on Service«, it's worth it!

Professional, customer-centered service: In your first interview with speedfactor 2019, you set the goal and outlined how important the qualifications of your employees are for this. Can you tell us more about the training program? What sets the CHIRON Group apart from the competition?
Regardless of the service: Training and further education are very important to us. In total, over 100 young people are undergoing training at various locations. This shows that we are an attractive employer and, of course, I am delighted when the path leads to the service department after graduation. We invest between six and twelve months in training before the first assignment. Teaching technical and product knowledge is just as much a part of the program as »social skills«. Service employees interact with our customers on a daily basis. Personality plays a part in this. They represent the CHIRON Group and that also needs to be learned. Active communication, an engaging manner, recognizing urgency, taking the customer's perspective – we attach great importance to this and also want to make a positive difference beyond the service. We professionally measure how well we succeed in doing this in a continuous survey; after each customer engagement and at other touchpoints.

What exactly is taught during this extensive induction phase? Are there differences depending on the job profile?
We draw up an individual induction and training plan for each new employee. This includes phases in which employees get to know our production centers in the assembly product areas. There are also training blocks in our Academy to acquire skills in fault analysis, repairs and maintenance. Here we differentiate between qualifications for pure mechanics and mechatronics engineers. This is followed by accompanying assignments over several months. Every new service technician has a mentor who coaches them during this time and determines the right time for their first independent assignment.

That's just the internal training. How does CHIRON Group Service ensure that the customer's employees, for example in service and maintenance, are optimally prepared for their tasks?
Qualification is essential for the long-term productive operation of a manufacturing solution. That is why we offer a comprehensive, globally rolled-out program of training, education and qualification measures and constantly adapt the content to current requirements. We teach the basics of service and maintenance, for example, in training courses lasting several days in Tuttlingen, Germany, at the Taicang Innovation Factory and at the CHIRON Group in America.

At the last meeting, we also discussed the new »Service Hub« in the Czech Republic. What does this term mean and what goals are you pursuing with it?
Well, hub can mean turntable, which is exactly how it should be understood. From our subsidiary near Brno, we will provide even faster and better service support to customers from Germany to Austria and the countries of Eastern Europe. In addition, we can schedule the new service staff for longer assignments worldwide and will also become stronger overall. The employees are currently undergoing training in accordance with our global standards. The feedback I received from service manager Marek Stejskal in the review is that the team is developing really well!

»Proactive action« is the common thread that has defined the service strategy for years. This also involves new products that ensure high machine availability and complement traditional on-site services. What service mixes do you offer your customers today and how are new products developed?
We offer, to put it bluntly, well mixed and seasoned :) Overall, we have developed a clear portfolio that is constantly evolving. Since 2019, it has been geared towards the machine lifecycle and the needs of a production and maintenance manager. How do we proceed and implement this? The most important thing is: Listening to customers and understanding »where the shoe pinches«. We then conduct interviews with internal stakeholders, analyze data, develop ideas, formulate added value for our customers and see whether this can be turned into a global business model. If the answer is yes, we derive a new service product, price it, introduce it into the organization, develop sales documents, offer it on the market and request customer feedback in order to optimize it where necessary. Just like you do in product management. Our goal is always to ensure that our service products offer good solutions and help to make the lifetime of a CHIRON Group machining center as profitable as possible for the customer. This is precisely what LifetimeSolutions stands for.

Another topic in the review was the expansion of services, for example with the repair service for axes and spindles, maintenance packages and spare parts packages for the Micro5. Can you say more about this?
Of course! For all Series – from the small Micro5 to the MT 715 – we offer corresponding maintenance contracts in various forms, which can significantly reduce unplanned downtimes. In addition to new and reconditioned spindles, our customers have also been receiving cost-effective repair packages for plug-in and motor spindles directly and quickly from our service warehouse for over a year now. And this applies to spindles from the CHIRON Group as well as to almost all spindles on the market.

In May, we presented PerformanceFinance at the OPEN HOUSE in Tuttlingen, Germany. In addition to financing a machine, this product also includes data-based condition monitoring and a full-service carefree package. Which means, we give our customers maximum technical and financial security for their production and take care of everything that is necessary.

Also, for just over a year, the CHIRON Group has also been a byword for innovative spindle drive technology and has also added the repair, refurbishment and optimization of motor spindles to its service portfolio. How is this offer being received?
Really well. By insourcing the key component of motor spindles, we have completed our core competencies. We already build and repair several hundred spindles a year in our spindle competence center, where the teams at the headquarters in Tuttlingen, Germany and at CHIRON Croatia work closely together. We will continue to expand this area. Firstly, this is an attractive business area and, secondly, we are increasing our service level. With this in mind, we have recently built up additional capacity in Germany, are prepared for further growth and can carry out spindle repairs even faster.

Another innovative offering is the myCHIRON customer portal with an e-shop for spare parts, which was launched last fall at EMO Hanover 2023. How is this being received?
Well! Many customers from the D.A.CH. region are already using myCHIRON. They have access to all relevant information on spare parts at any time via the e-shop and can order them around the clock – until the end of December at a preferential price and always with priority one delivery. Every day we integrate more parts into the e-shop and we still have big plans for myCHIRON. More to come…

SmartServices digital services are an integral part of the offering. One part is EfficiencyServices for optimized reactive maintenance with shorter downtimes, for example through guaranteed response windows and remote access to machine data. Can you explain the added value in more detail?
The added value is enormous! With access via RemoteLine, our experts can identify faults and, in many cases, rectify them directly without the need for an on-site visit and the associated costs. In this way, we not only ensure that the machines can return to production as quickly as possible, but also make our contribution to the ambitious sustainability goals of the CHIRON Group and reduce the CO2 footprint. The added value goes even further: We can see very precisely and specifically how the machining centers are running, see the downtimes and the reasons for them and can thus provide the best possible and proactive support and advice. From the future avoidance of failures to self-initiated troubleshooting and optimization measures. The only requirement: The machines have to be connected to the mains every now and then.

We talked about various new offers. How does the service journey continue? What can customers expect and how can CHIRON Group Service tailor its offerings even more precisely to their requirements?
The focus remains on reliably running machining centers and globally uniformly well-trained service personnel who carry out preventive maintenance competently. Our aim is to serve needs in an even more targeted manner and to provide more customers with the best possible support, for example with customized full service. In future, we will inform customers who order their spare parts via myCHIRON about new functionalities by newsletter and always offer attractive special offers. It is therefore all the more worthwhile to order via the customer portal. As I said at the beginning, we exchange information worldwide at regular intervals. In addition to successes such as the faster provision of spare parts via the new service warehouse, we also address critical points: Where do we receive less positive feedback and need to sharpen up our performance?

I would therefore like to take this opportunity to invite you once again: Join us in the exchange! Tell us what could be improved, which services we should expand and what you think is missing from the portfolio. In short, give us your input for our next meetings so that we can fulfill our promise PERFORMANCE MEETS PRECISION in our service for you even better.

We look forward to receiving your contributions at: [email protected]