All Posts By

Frederike Yilmaz

Quality Together

Customer Survey 2016

In Spring 2016, we conducted a comprehensive customer survey. Our customers’ honest opinion is invaluable for us to further optimize our products and services. It shows us how satisfied they are with our product range and reveals starting points for further increasing customer satisfaction.

How was the survey conducted?

While punker used to conduct customer surveys by sending out paper questionnaires by mail, we this year decided to do an online survey for the first time. Many of our customers valued the previous personal correspondance. However, an online survey offers a lot of advantages regarding the flexibility, handling and design and not least it is by far more resource-saving. We opted for the online tool SurveyMonkey, which we liked a lot. It lets you design surveys fast and conveniently, the survey can be distributed by differents means (automatically generated Email, sending out a link via Email, embedding the survey on a website or social media-channel) and offers extensive options for analyzing results.  We decided to send out a link to the survey via personalized Email to a previously defined group of addressees.

Who was questioned?

We have contacted 1,577 addressees from sales, engineering and qualtity management departments worldwide and devided these into two cohorts – A- and B-customers as well as C-customers. This way we would be able to analyze wether the different customer segments perceived or rated the quality of our products and services differently. The survey has been conducted anonymously in order to get honest feedback.

What was being analyzed?

We asked our customers to rate punker in various areas that are key drivers of customer satisfaction:

  • Product range – i.e. quality, depth and width of our product line and innovative character of our fan wheels
  • Order fulfillment – i.e. delivery times, packaging / labeling, prder processing
  • Our employees – Evaluation of our staff in Sales, Order Center, Engineering and Quality Management
  • Informational resources – i.e.  technical product informationen, puncat Software for the selection of fan wheels, Website www.punker.com and www.punker-usa.com, punker Blog, Newsletter

What have we learned?

  • 97% of participants are satisfied or extremely satisfied with the quality of our products.
  • 98% of participants think our employess from Sales, Order Center, Engineering and Quality Management possess excellent professional competence.
  • Some few participants see room for improvement when it comes to our technical information, such as data sheets, drawings or the selection sofware puncat.
  • 69% of participants don’t know the punker Blog yet – but those who do like it very much.
  • The ratings of our C-customers do not differ from those of our A- and B-customers.
  • Our customers abroad rate us similarly as our German customers.

What happens next?

We are using our customers’ honest feedback as an opportunity to further improve our products and services:

  • We are currently reviewing and revising our product data sheets and customer drawings.
  • We are working on improving our reachability and reducing response times for customer requests.
  • Our puncat selection software is being overhauled – a new web-based application will be released late Summer 2016.
  • We will conduct the next customer survey in Spring 2017 to find out whether our efforts bear fruits.

We thank everyone who participated in this year’s customer survey!

Together

European Project Semester – Welcome!

Five university students from Portugal, the United States, Spain, Poland and Germany participate in the European Project Semester (EPS) and will be putting the punker product range under the microscope to seek out potential for optimization.

EPS is a programme of­fered by 16 Eu­ro­pean uni­ver­si­ties. Teams of 3–6 stu­dents from all over the world work on interdisciplinary projects and write detailed final project reports which can be acknowledged as their Bachelor’s theses.

Some projects are done in co­op­er­a­tion with com­mer­cial busi­nesses and in­dus­tries, meaning the students are being assigned a real project by a real business – for example by punker.

To succesfully work on these projects and be able to advise the businesses, the students need a certain set of skills, of course. These are being taught during an introduction phase with a series of seminars and tutorials ranging from project management to marketing and market research.

EPS is all about team work – and in order to make that happen, the team made up of students with an international and interdisciplinary background, is coached in intercultural and conflict management as well as in language skills.

In Germany, EPS is being offered by the faculties of mechanical engineering and business at the University of Applied Sciences Kiel. This year, punker is contributing a project: the students will examine the punker product range for possible standardization potentials and answer questions like

  • How many different fan wheel designs would be needed to efficiently serve our customer base?
  • Which existing designs would offer a good basis for standardization?
  • Which existing designs would cover the widest possible range of customer requirements?
  • How can the desing department and manufacturing at punker profit from standardization?

“Our” EPS-students Ali, Aleksandra, Abel, Ana and Erin study International Sales and Purchase Engineering, Business and Technology, Mechanical Engineering, Industrial Design Engineering, and Engineering Management, respectively – possibly making them the perfect team for our project. We’re very excited to hear their take on our product range and are looking forward to the months ahead. We will keep you informed about their progresses on this blog, of course.

 

 

Together

Junior Executives take over

Last week at punker was all about headphones. In a week long business simulation game, students from 10th grade were assigned the task of running four virtual headphone companies which they named “BUZZ”, “EcutECK”, “Silence”  and “QH Soundz”.  Each company was represented by a team of 5 to 6 students who were assigned roles of CEO (Chief Executive Officer), CFO (Chief Financial Officer), CCO (Chief Communications Officer), CMO (Chief Marketing Officer) and CHRO (Chief Human Resources Officer). And punker was happy to share their business premises with these “Executive Boards”.

During each of  the 6 “business years”, the Junior Executives had to make up to 37 decisions towards various aspects of managing a business, such as:

  • Production operations
  • Research & Development
  • Corporate Social Responsibility
  • Upgrading plants and expanding capacity
  • Worker compensation and training
  • Financing of company operations and investments
  • Pricing and marketing
  • Sponsorship

To help prepare the students for their challenging tasks, punker employees presented their scope of responsibilities and explained how far-reaching management decisions are being made at punker.

The students realized quickly that being an Chief Executive means long working hours, a lot of negotiating and persuading and making decisions that affect one another. It also involves a lot of creativity, though. For example in developing a marketing strategy to define how the company should position itself compared to the competition and to define the marketing-mix. The students came up with a lot more than that: individual company logos were being designed, advertising slogans texted, tv commercials performed and sponsoring ideas developed.

 

Markets Partners

New Website for North America

Mission accomplished. Our new website www.punker-usa.com for (prospect) customers from North America has been released!

With large economies like the USA and Canada as well as up-and-coming markets like Mexico, North America is a growth market with a whole lot of potential for the punker Group. In 2012, punker LLC was founded to make sure our customers get ideal close-by service. To further optimize the service and support for this market, we now released a separate website for this significant group of customers. It takes in account this target group’s specific information needs and technical demands regarding our fan wheels.

The new website is aimed mainly towards the HVAC-industry (Heating, Ventilation, Air Conditioning). Accordingly, it spotlights the fan wheel series R63D-HVAC and D light. Regarding the imagery, we opted for more personality and character. Our colleagues at punker LLC organized a photo shoot just to make sure they’ll be seen from there best side. And it looks like that was a lot of fun. To make the visit to our website more fun, we included animated graphics, 360°-views and exploded views that explain the benefits of our diffusor design over conventional wheel designs.

We’re excited to find out how our customers and prospects in the USA, Canada and Mexico like our new website. We on our part are very pleased with the outcome of yet another great project realized by our trusted web agency wquadrat Medien GmbH.

Markets

Our site at Hickory, NC is now ISO 9001 certified!

When punker LLC was founded at the new location in North Carolina it was already clear that there could only be one benchmark / standard for punker quality. Right from the start, the customers served by punker LLC should be able to experience the quality of products and services they were accustomed to. Consequently, only a comprehensive quality management system could be considered. At punker headquarters in Eckernförde this quality management system has been in effect for years. It is successfully certified according to DIN EN ISO 9001, the internationally recognized standard for quality management systems, and is being advanced continuously. In order for this certificate to be valid for our new site in Hickory, part of this year’s surveillance audit was performed by TÜV Nord (certification body in Germany) in Hickory for the first time.

In the run-up to this audit numerous specification documents had to be translated and adapted to the conditions in the US. Trainings on-site and at our headquarters in Eckernförde conveyed our understanding of quality to our colleagues in Hickory. This transfer of knowledge proved successful during the audit: no deviations were detected. As a reward for their efforts, our colleagues in the US received their own certificate issued by TÜV Nord.

More information from TÜV NORD CERT:
http://www.tuev-nord.de/de/qualitaet/din-en-iso-9001-9181.htm
http://www.tuev-nord.de/cps/rde/xbcr/SID-683B6491-CF3D2D13/tng_de/ISO_9001.pdf