Chain of Support: The Link to Performance During Emergencies

What businesses do in the face of adversity can expose what they are at their core. Adversity is like a catalyst to an otherwise stable state. It forces a reaction. In a chemical reaction, we can predict how a known catalyst will affect a known solution. However, companies are much more unpredictable.

As automation takes center stage in a world of decreased human to human contact and tighter labor budgets, it is critical to understand who your automation partners really are. Who are the humans behind the brands, and what processes do they have in place to respond to emergencies? In manufacturing, downtime, whether planned or not, must be minimized.

One thing we know for certain about adversity is it will happen. Know how your automation partners will respond to a problem. Have them explain their plan to you before the problem occurs. Them having a plan, and you being aware of it, minimizes the impact on production. You can’t wait until a situation occurs during third shift on a Friday to have the discussion.

Knowing the answers to key questions ahead of time can advert a crisis. Who do you call when you need a replacement part? Are they local? How quickly can they respond? If that first person isn’t available what is my next step? When can someone be available? Can they come on site or will they support remotely? How long will it take to get a replacement part? Do you offer assistance with deployment?

The answers to these questions make up the chain of support for a product. Frankly, these answers are the things that truly delineate automation companies. You can always count on innovative technologies to be released to address quality, conformance and efficiency, but you have to make sure there is a secure chain of support behind those technologies. Companies that can clearly explain what this looks like are the ones who will be around for the long haul. Afterall, it’s what we do in the face of adversity that defines who we are.

Wolfgang Kratzenberg has experience and knowledge of the industrial automation industry with Balluff. With his product and industry knowledge, he is sharing his passion for automation with Automation Insights.

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