Kone--taking it to the next level

Thanks to a comprehensive teamwork process, KONE has become a key strategic partner for airport operator and developer Schiphol.

Airport operators don’t have it easy. The task of managing complex logistical processes, tight security protocol and high traffic volumes can be overwhelming. Despite the challenges, Netherlandsbased Schiphol Group has a clear goal: to ensure a positive customer experience while reducing equipment-related costs. This ambitious goal sets high expectations on the company’s partners as well, and KONE is proud to have been selected by Schiphol Group as its primary maintenance provider.

A shared vision
Schiphol Group’s ambitious vision requires much more than quick response times. Airports, particularly the large, international hubs, are extremely complex in their operations. These massive, multi-use facilities demand many different types of People Flow?.

Schiphol needs partners who know airports inside and out and share the company’s commitment to performance, sustainability, and cost control.

“Without customer expertise, you cannot be a good supplier. With the right installation and right maintenance, you get the right functionality,” says Jos Scheffelaar, department manager for Schiphol Terminal Real Estate.

“This is not just about how we handle call-outs,” adds Michiel Bos, Schiphol account manager at KONE. ”We are looking at the bigger aspects through the eyes of our customer. All aspects are considered when improving performance and reducing costs.”

Close ties
Schiphol and KONE work together on improvements by trading expertise and insights. “We can advise on future investments and offer solutions based on life-cycle costs and underlying causes of call-outs,” says Bos.

For Bos, the ability to offer cohesive solutions to airports is a culmination of all the knowledge KONE has gathered over the years.

“Take, for example, an aging elevator from another maker. We knew it could never meet Schiphol’s current performance expectations, so we did not bother with refurbishment. We did a full replacement, using the latest technology and really boosting energy efficiency as a result.”

Schiphol was also facing challenges with a new autowalk installation in Amsterdam. Their original plan required digging into the floor, but the floor was not thick enough to handle embedding the autowalk without collapsing.

KONE presented its KONE InnoTrack? solution that would result in savings in construction, space and energy, not to mention freedom in locating autowalks.

“But most of all, their trust in KONE and its international support team led them to choose our solution,” says Bos.

Operational performance
Service performance is a strong indicator of commitment. Performance is particularly important at airports where even a minor disruption in traffic flow can lead to a domino effect that negatively impacts many areas of business.

KONE’s excellent track record over the years was crucial to Schiphol’s selecting the company as its main maintenance provider. KONE now handles every piece of equipment in Schiphol’s maintenance portfolio. A full-time, committed service crew is on-site 24/7 to field call-outs.

“We must optimize the reliability and availability of all assets that are in our maintenance contract,” says Scheffelaar. “We face the challenge of improving People Flow for our customers as well as the return on investment for Schiphol Group. Together with KONE, we believe this is a challenge that we can win.”

The on-site service mechanics are trained to handle various kinds of equipment. Thanks to their diverse skill set, they can respond to any problem. And with personnel and supplies on-site, security clearance and transport logistics can be handled in a quick and efficient manner; KONE can get service personnel and materials to the right locations in very little time.

“We can be anywhere at the airport within 30 minutes,” affirms Bos.

A fruitful relationship
In 2005, KONE began servicing thirdparty equipment in addition to elevators to Amsterdam Airport Schiphol. After moving to a 24/7 year-round service model in 2007, KONE further expanded its responsibility. By 2010, the company had become the airport’s sole maintenance provider for elevators, escalators, doors, baggage systems, and more.

Along with strong performance, planning is a major part of the relationship. KONE is responsible for all aspects of development, from individual processes and tools to major equipment projects, and doesn’t hesitate to present new ideas to Schiphol.

“We don’t wait for the customer to ask us to do something. We tailor our services [to each customer] and take things to the next level,” concludes Bos.