How did you come to join KHS, Ms. Haupt?
I was introduced to KHS by personal recommendation. With my sound knowledge of Six Sigma I was also particularly interested in the system of process-and-change management which was being established at KHS at the time. During my various interviews, including ones with the Executive Management Board, the director of Human Resources and various heads of department, I was able to convince the decision-makers at KHS of my specialist expertise and social competence.
What were your reasons for choosing KHS?
I was first attracted by the fact that KHS is a global company active worldwide – which promised a wide range of exciting challenges. I was also interested in the highly complex B2B business in mechanical engineering and the chance to become actively involved in the optimization of processes and structures.
Please describe your career at KHS for us thus far.
During my induction period I was rapidly introduced to all the relevant interfaces by my approachable and innovative superiors and colleagues which helped me to become quickly familiar with my new areas of responsibility and aim for specific targets. Being as open minded as I am I soon got to know other international employees at KHS so that I was quickly able to find my way around the industry. By attending various seminars and taking part in the Management Development Program I was able to build on my specific knowledge of the sector and build up a good network at KHS. Through my main task of recording, analyzing and optimizing actual processes, which I carried out together with the user departments, I was able to gain a good overview of the complex processes and structures throughout the entire company, which was undoubtedly also beneficial. The ensuing development and establishing of process performance indicators, such as the measurement of processing times, henceforth helped to verify where in the processes further possible adjustments had to be made. Here, it's absolutely essential to have the full support of those responsible and all other personnel in the relevant departments.
What are your further posts at KHS?
Mid 2008 I was made responsible for the strategic further development and optimization of the electronic sale of spare parts over the Internet, in other words our e-commerce business. The daily challenge my e-commerce team faces is to keep our master database as up to date as possible and to continue working on the further development of the KHS Innoshop. Providing our e-shop customers with support is one of our other essential tasks and responsibilities. The challenges we face are very diverse, as our customers are spread across all continents and work in very different time zones. Our clients also interact with us in many languages and belong to very different cultures – yet all of our customers have to be supplied with one and the same standard tool wherever possible.
The result of this challenge was that in time we were able to significantly increase the originally rather modest sale of spare parts through the e-commerce platform.
You're now head of Spares & Conversion Development. What are your specific tasks in this position and how are things to continue at KHS?
Together with my colleagues I'd like to help anchor the concept of service towards our customers even more firmly in the various business units worldwide. In concrete terms this means providing our colleagues on site with tools such as e-commerce, our KHS remote diagnostics service ReDiS and lots of relevant information for Service sales. This also means that we're constantly developing these tools and adapting them to meet market demands. Through service product management, which is also in my department, we try to recognize market trends in advance and to work these into the new and further development of our service products. This of course is only possible through constant dialog and in cooperation with our customers and colleagues. Finally, we also provide customized service contracts which give our customers the security they need when they make long-term investments in our machinery. My department thus covers a broad spectrum of responsibilities regarding our various service activities – worldwide.
In your view, what qualities do you need to master your job?
I think that being open minded, flexible, able to work in a team and think and act with the aim of providing a solution are very important. To master my job you also need to be highly service oriented and possess analytical and strategic powers of thought. These play just as important a role as knowledge of the necessary tools, systems, processes and products. And, finally, you also need a sound understanding of human nature and a good dose of intuition!I think that being open minded, flexible, able to work in a team and think and act with the aim of providing a solution are very important. To master my job you also need to be highly service oriented and possess analytical and strategic powers of thought. These play just as important a role as knowledge of the necessary tools, systems, processes and products. And, finally, you also need a sound understanding of human nature and a good dose of intuition!