Magazine | Issue 1 2024 As the enormous entrance door of the OMICRON Service Hub in Klaus opens and slides upwards, it’s almost like watching a heavy stage curtain rising to reveal the set. The countless yellow boxes roll out onto the dance floor – disguised as a loading ramp – and take their positions. The choreographer of this test set ballet is Roman Novak, who, together with his team, is now setting off on a world tour with this show. When the very first OMICRON Service Hub opened at our head office in Klaus at the beginning of 2021, there was no orchestra to be heard, nor was anyone tapping out a rhythm with the familiar „and one-and-two-and-three …“. Yet the precision behind the planning and timing of all the processes undoubtedly resembled sophisticated choreography. Everything must be perfectly coordinated to ensure the entire process runs smoothly and efficiently. The aim of this project was to create a onestop shop for all our service and repair requests. In addition, the design of the hub and the lessons learned from this pilot project serve as a blueprint for our other sites. Now, almost three years later, the test phase is complete, and the Service Hub concept is being rolled out around the world. A TEST SET BALLET Service Hubs open up around the world. Focusing on service quality „One of our most important objectives in designing the Service Hubs was to be able to handle service requests faster and more efficiently. The hubs had to operate completely independently of our day-to-day business activities to achieve this. Even major companywide projects should have zero impact on the hubs so that our customers can always expect a consistently high level of service quality“, explained Roman, manager of the Service Hub in Klaus. „We operate autonomously. Besides all the technical aspects of our service activities, the team handles the entire process from beginning to end. From order clarification to logistics – regardless of whether the request is for a calibration, an adjustment, a repair, or an individual service call-out. We also handle callbacks ourselves. For example, a test set may arrive in the workshop without any error description. We then contact the customer directly to ensure that the test set is functioning again as soon as possible. From the time they arrive in the hub to their dispatch, test sets remain with us for an average of five days. Global standard, local service Targeted standardization is what allows us to provide such prompt service. Like a carefully planned stage performance, every service activity 14
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