14. 12. 2023
Service Management
Speed is not enough
Japan, Chiba Prefecture: A blue van with a mustachioed little man on board speeds quickly through the area of the Makuhari Messe I.C. Complex. From a distance, the clerk at the gate, even though already warned via Telegram about the urgency, recognizes him immediately: a bit from the screech of the tires on the smooth asphalt, but above all from the precise and clean driving style with which he tackles the curves. When the vehicle is about fifty meters away, the guard readily raises the white–and-red striped bar so that he doesn’t lose even a second.
It takes 17 minutes to open the Fair, then 8 minutes to reach the right spot, 5 more minutes for the repair and 4 minutes to leave the building before the visitors arrive. Normally it wouldn’t be a problem to delay the opening by a few minutes, but this year a new regulation has come into force: the stands must be perfect precisely by the official opening time. If any supervisor detects a vehicle or personnel assigned to Facilities during the opening hours, that exhibitor will be heavily fined.
30 minutes before the deadline, Giovanni is finishing the last checks on his stand. 12 shapes of 40 kg each are stored in the back and one of them is already ready to be cut, waiting for the gourmand visitors. He’s still walking around the back for the last few checks when he notices a small patch of water on the carpet. He looks up and sees the main pipeline, just behind his precious wheels of Parmesan, gushing water. Giovanni knows that it’s too late to request an official intervention. He’s already thinking about the countless excuses and bows where he’ll have to do his best if the spot is visible on the outside of his stand. Just as all seems lost, he remembers his friend Luigi and his vaunted super brother who runs around the city with his blue van. He dials Luigi’s number and explains the situation.
On the other end, Luigi taps at the keys of his laptop while he asks how Giovanni’s wife and children are doing. Giovanni answers at first but then impatiently exclaims, “Luigi, don’t you understand the gravity of the situation? Soon visitors will arrive and I will have a big problem! Can you call your brother already?”
Luigi keeping calm tells him, “Don’t worry, my brother is already on his way and has the spare part with him”. “How is that possible?” – exclaims Giovanni – “When did you call him? How will he find my stand? How will he know which piece to replace?”.
Luigi, still calm, tells him that he has been using EriZone for about a year. EriZone allows him to enter all the details necessary to organize their repairs: the place, the date, the parts to be replaced, and even the type of repair to be carried out. Before EriZone, even if his brother always arrived like a thunderbolt, sometimes the part to replace was not the correct one, or the plan for making the repair was wrong, or even the day was incorrect. In short, the speed was exceptional but the lack of organization risked losing customers. Luigi grew so enthusiastic about using EriZone that he has already recommended it to other facilities companies.
Giovanni listens interestedly but continues to be worried. As he walks nervously back and forth, out of the corner of his eye he sees the splash of water widening. Suddenly interrupting the conversation he exclaims: “Luigi, your brother has arrived!” – and then stammering – “… but … but … he’s yourbrother? Why didn’t you ever tell me?” On the other end, he hears a big laugh: “I thought you understood!”
Now Giovanni already feels more relaxed: he knows that, in just a few minutes, everything will be perfect and the visitors will be welcomed impeccably.
Exactly five minutes to finish the repair! His rescuer hands him a tablet and says with a smile, “Sign here, just your finger!” Giovanni thinks: “What a force this EriZone is …” The mustachioed man in blue overalls, white gloves, a long-sleeved red shirt and red hat signs with a big red M on the display.
Gabriele Cecco
Technical Consultant at Würth Phoenix
For several years I have been managing processes with trouble ticket systems. After having worked with some of those, EriZone impressed me for its features and flexibility, so I moved with my wife from Piedmont to South Tyrol to become part of the Würth Phoenix System Integration team as Technical Consultant. I spend my free time travelling, exploring my new neighborhood, or if I have to stay at home I binge-watch tv series.
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