Customer orientation

Customer orientation

Customer satisfaction

We want to offer our customers true benefit and added value along the entire value chain through premium-quality, efficient and requirements-based machines, systems and process solutions, as well as comprehensive services. We therefore focus fully on our customers' current and future requirements, which we want not only to meet but also to exceed.
Whether or not that is successful can be measured, for example, by learning about customer satisfaction. To check this, we regularly conduct surveys on various aspects, such as product quality, services, adherence to contracts and deadlines or technician calls. The results of the internal customer acceptance checks at KraussMaffei Technologies GmbH from March of 2016 show a positive picture. Compared to the preceding surveys, the results improved across the board.

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"Customer focus" initiative

We endeavor to offer our customers the greatest possible continuity, reliability and trustworthiness. For this, it is necessary that our focus be on the customer throughout the company. Executives, managers and employees need to work together on this in equal measure. For this reason the Executive Committee (EC) of KraussMaffei decided to make the topic of customer focus the subject matter of a global initiative. The topic is directly derived from the results of a global employee survey that was carried out at the turn of the year 2015/16. In connection with this, the managers along with their teams have defined their customers and developed ideas for serving these customers better—externally and internally.

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Close cooperation with the customers

Among other things, we manufacture products and implement processes that help our customers conserve resources such as material and energy, for example, through the use of lightweight construction components based on innovative composite materials, high-performance plastic-based insulating materials, biodegradable materials or a plastic substitute through renewable resources.

Furthermore, on a daily basis we attract our customers with a portfolio of high-performance and energy-efficient processes and solutions. This is how we make our contribution so that the value chain in the processing of plastic and rubber becomes more cost-effective and resource-conserving for the long term.

We always cooperate with our customers, business partners and other stakeholders as trusting partners. The following examples show how we can achieve our goals together and mutually benefit from store of experience and knowledge:

Coffee capsules made of compostable bioplastic: In 2016 KraussMaffei HighPerformance supported cinq m.c., the French specialist for substitution of metal parts with composite plastic parts, during development of a process for producing coffee capsules. What is special here is that the coffee capsules are manufactured from a compostable bioplastic. The thin-film injection molding of the specially composed polylactic acid (PLA)—a polylactic acid manufactured from sugar beets—was new territory for cinq m.c. Therefore it was important that the engineers from KraussMaffei HighPerformance accompanied the project as consultants during the entire development period. The engineers participated intensively in the development with their injection molding expertise.

KraussMaffei Extrusion supplies Europe's largest plant for remanufactured compounds: For Europe's largest polyolefin processing plant in Chemiepark Chemelot in Sittard-Geleen in the Netherlands, KraussMaffei Extrusion in Hanover supplied two identical extrusion lines in 2015. The client is the startup company QCP (Quality Circular Polymers), which has set itself the goal of becoming the largest provider of premium quality recompounds for high-end applications. For this purpose, post-consumer waste materials from European collection systems, such as Germany's yellow bag, and post-industrial waste materials will be put through an upcycling process. KraussMaffei Extrusion is participating in the project with two twin-screw extruders of the ZE UltraTorque (UT) series. Sorted, washed and dried flakes are metered into the first extruder, melted and homogenized. Then the melt is transferred via continuously operating fine filters and melt pumps into the second extruder. Here, all required additives and fillers, etc. are worked in and then the finished recompounds are manufactured by a pelletizing system.

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