2008 saw us achieve certification for the ISO 9001:2008 quality management system, which attests to our documentation process that results in a high level of accountability and traceability. The system better enables us to troubleshoot and analyse the entire workflow. To us, the certification is about more than just the piece of paper—it is about confidence, both from ourselves and our customers.
Another major organizational change we recently made was the implementation of the Enterprise Resource Planning (ERP) system, which went live in 2010. Produced by world-renowned German software company SAP, it is the same system that is used by some of the largest corporations in the world. The ERP system allows for great transparency and information flow, and allows us to link various departments—warehouse, accounting, sales, service, purchasing—on the same network. If anything needs to be known, it is just a few clicks away and this has drastically improved our efficiency. Previously, the fastest we could possibly issue a quotation was 15 minutes, but now it takes as little as 30 seconds. The computerization also eliminates many human errors, so mistakes on hand-issued orders and forms are a thing of the past.
Our warehouse has also undergone significant improvement with our recent adoption of the 5S system. Originally created by a large Japanese corporation, each ‘S’ represents an organization tenet. Their English equivalents are: Sort, to eliminate the unnecessary and keep only the essential; Set in order, to make sure everything has its own place that minimises time and energy waste; Shine, to keep the work area clean, tidy and orderly; Standardise, to keep consistent practices throughout; and Sustain, to develop the culture and discipline to maintain the system.
As a result of the 5S system, our warehouse is a point of pride and joy for us and something we would be more than happy to exhibit. Previously, it would be far less organized than we would accept today. Now, walkways are clearly marked out, racks and shelves have their own categories and labelling, and it is exceedingly simple to find anything, no matter how small or seemingly insignificant. Whereas once we had to rely on memory to locate something, it can now be looked up on a computer and found almost immediately. This newfound efficiency results in immense time-saving for us and our customers, and at no additional cost.
These practices have become essential to us, because our warehouse has 3000 spare parts and 1000 machines at any given time. Our stock accuracy is now at an all-time high of 98%. We believe that the depth of our stock and the systems and willpower to maintain it mark us as unique in the machine tool industry of Malaysia.
Not only the correct operation of the machines is important. It is also critical to assure proper maintenance. Hasil Karya educates its customers during training and via manuals on how to conduct essential maintenance. New operators learn the basics of maintenance the first time they start using the machines.
Hasil Karya recommends periodic preventive maintenance check-ups by experienced Hasil Karya engineers. These check-ups are conducted based on knowledge, experience and measurements. The maintenance module in the Customer Services contract enables customers to let Hasil Karya take care of the planning of these check-ups. This way our customers can focus on their core business.
Although we are proud of all the recent changes in and of themselves, we do not forget that they are only a means to an end—to aid us in our ability to serve our customers. Our dedicated Service Department handles all the after-sales matters that invariably crop up, including machine maintenance. We try our best to remain flexible and accommodate any requests our customers might make as well as keep a next-business-day response policy. The fact that we have a large number of spare parts on hand means that you do not have to wait for something to be shipped from overseas. Above all, we try to keep turnover times low, as we understand that every bit of delay means your business is the one suffering.
Ultimately, we at Hasil Karya take the long view of things, and that includes our relationship with our customers. We don’t want to be remembered as the ones who tried to make the most profit out of you; we want to be remembered as the ones who understood your needs and worked with you to find the best solutions, always with uncompromising integrity. That, after all, is what customer service means to us.