1 1 F o c u s A global network can sound like one of those amorphous corporate concepts, but Panzitt explains how it works. “Some business you can only do when you are close to your customers. What are their challenges and what do they want to do? It has always been important for us to learn from our customers and the only way we can effectively do that is not to have 30 mini-AVLs spread around the world, but 30 locations doing solution-focused engineering work for the customers that they’re each engaging with. The idea is that there is a network of thinking and local entrepreneurism. It is like an intelligent organism – a true network rather than an unresponsive corporation.” Panzitt identifies some of the different stages that AVL are brought in to the development process by partner manufacturers, which can be summed up as: product consultant, technology provider, fully responsible development and calibration partner, supplier management interface and troubleshooter. The troubleshooting role that Panzitt identifies is often needed when a new model arrives in a new market and unexpected things happen. “This is where our local knowledge across 30 global locations can really help OEMs to get problems solved quickly,” he says. “We have a two tier approach to account management so that we can offer support on a global and local level simultaneously. The global account management in particular is something that we are developing right now, making sure that we act in a true spirit of partnership and help our customers to protect their know-how in a highly competitive environment.” One language in powertrain That same, simultaneous support at both local and global levels is also emphasized in terms of testing by Wilhelm Graupner, who states that: “The first step to providing global support to our customers is through presence – by being where are customers are so that we can help them directly.” But Graupner also says that AVL also provide the tools that enable OEMs to serve their global markets in the most effective way, regardless of where they are: “We have helped them to standardize their global operation and give them a cost-effective global organization: whether you purchase AVL software and hardware in Russia, Korea or the US, a company knows that it is the same in all places, which helps give them the certainty to make critical decisions. We think of it as ‘one language in powertrain.’” “We are also actively supporting our customers with 24/7 customer service that is accessible through a number of different means including online documentation, helplines and online training programs. For us, the sun never sets.” Together, these form a well-integrated combination of localized centers of expertise – that have been guided by customer needs in specific places – along with a standardized global model, helping them with the massive effort needed to tune a large number of vehicle variants in different places. “We give them the software and tools that speed up the development of the base vehicle and at the same time create the model, data, test and simulation backbone that allows them to calibrate vehicles locally with a minimum of effort. “The way in which we’ve connected the dots means that it’s a winwin situation both for our customers and for us.” < » We can offer support on a global and local level simultaneously. « Marti n Pan z it
Focus 2013 1 E
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