Domestic machine tool enterprises need to continuously innovate and improve their comprehensive service capabilities

The machine tool industry needs to transform, and an important aspect is to focus on the comprehensive services of machine tool enterprises. The comprehensive service capabilities of domestic machine tool enterprises are too poor, and they are always at a disadvantage compared to foreign enterprises' services, becoming a major factor affecting the improvement of the market competitiveness of domestic machine tools. At present, a considerable problem in the development of China's machine tool industry is that high-end equipment and key components still heavily rely on imports, and domestic production mainly focuses on mid-to-low-end equipment. This is not conducive to the healthy development of China's machine tool industry in the long run. Luo Baihui, CEO of Jinmo.com, pointed out that China's machine tool manufacturing enterprises should continuously innovate and conduct independent research and development, striving for the localization of key components and key technologies. In the face of the current pessimistic situation, improving product performance itself is undeniable, but service, as an intangible product, is also an important task that domestic machine tool enterprises should attach importance to and implement in the process of transformation and upgrading. For domestic machine tool enterprises, the traditional service model is to arrive on-site and solve product malfunctions within 24/48 hours. This non-proactive service model will gradually withdraw from the historical stage during the transformation, and more proactive customer service will be the future direction, which is also currently lacking in domestic enterprises. Providing customers with full-process services: understanding customer needs before sales and providing the best design solutions based on needs; seizing seasonal changes during sales to adjust the machine precision settings for customers; providing customers with remote services after sales, etc. In addition, regular technical training can be provided to customers, teaching them machine tool and tool modification technologies, etc. The experience of some internationally advanced machine tool enterprises in service teams and talent cultivation is worth learning from. On the one hand, foreign machine tool enterprises have established specialized technical service teams, with clear division of labor between sales and service, and mutual cooperation. On the other hand, some leading machine tool manufacturers have established corporate universities, such as DMG MORI Academy, Sandvik Coromant College, and Oerlikon Balzers Service Academy, which can cultivate their own employees to improve their professional and business skills, enabling them to better serve customers; and can also improve the quality of customer training, extending from training machine operators to training manufacturing experts.