Based on its recent analysis of the Sub-Saharan Africa power plant maintenance, repair, and overhaul (MRO) market, Frost & Sullivan has recognised Andritz VA TECH HYDRO with the 2007 Africa Frost & Sullivan Award for Customer Satisfaction Leadership in Hydro Turbine Service for achieving the highest levels of customer satisfaction through overall excellence in quality of work, technical know-how, pricing, and delivery times.
“In Sub-Saharan Africa, Andritz VA TECH HYDRO is presently the leader in hydro generation and refurbishment services,” remarks Frost & Sullivan Research Analyst Jeannot Boussougouth. “VA TECH HYDRO has successfully risen to the challenge of offering services that provide greatly enhanced value to the customer, and this is no mean feat in a rapidly growing and increasingly competitive market.”
Andritz VA TECH HYDRO is a global supplier of electromechanical systems and services (“water-to-wire”) for hydropower plants. The company is a leader in the world market for hydraulic power generation. Andritz VA TECH HYDRO is a member of the Andritz Group.
Andritz VA TECH HYDRO’s hydro expertise extends to several areas such as large hydro, hydro service, pumps, generator turbo and compact hydro. Backed by more than 160 years of experience, it has 26,000 turbines installed worldwide, worth more than 245,000 MW of capacity, and is committed to providing more value-added solutions covering the entire energy value chain.
Power plant customers interviewed by Frost & Sullivan gave a high rating to Andritz VA TECH HYDRO on its quality of work and technical knowledge, giving it a score of 18.6 points compared to the average of 7.3 points. It scored well on price competitiveness as well, tying with another leading company in the market at 1.2 points, which was above the average score of 0.7 points.
Andritz VA TECH HYDRO also emerged successful in terms of delivery time, ranking second with a score of 10 points. This was significantly better than the average score of 1.2 points and shows how closely this particular aspect has been integrated with Andritz VA TECH HYDRO’s overall customer-focused strategy.
As far as the all-important customer service aspect is concerned, Andritz VA TECH HYDRO outperformed the sector’s average score of 5.72 points, posting a high score of 14.2 points. This is the result of a strongly customer-oriented strategy and a constant focus on adding more valuable human resources to the company.
Several factors have, therefore, come together in helping Andritz VA TECH HYDRO achieve superior customer satisfaction in hydro turbine services. Not only does the company boast of a well-trained work force and state-of-the-art technology, it also offers various value additions such as a flexible warranty term and assistance in financial planning for utilities that have difficulties in keeping to repayment terms.
Going forward, Andritz VA TECH HYDRO intends to differentiate itself further and is looking to improve its delivery time by revamping internal process capabilities. It also plans to leverage its mix of solutions in such a way that it can continuously address end user needs. Finally, it intends to develop its network in Sub-Sahara Africa by aggressively targeting new opportunities outside its core markets in Southern Africa.
“Frost & Sullivan is of the opinion that Andritz VA TECH HYDRO will remain the leading company in the hydro turbine segment in the medium term,” says Mr. Boussougouth. “In a sector that is becoming increasingly competitive, these factors come together to make Andritz VA TECH HYDRO the deserving recipient of the 2007 Africa Frost & Sullivan Award for Customer Satisfaction Leadership in Hydro Turbine Service in the Sub-Saharan Africa power plant MRO market.”
Each year Frost & Sullivan presents this award to the company that has demonstrated excellence in customer service leadership within its industry. The recipient company has shown tremendous responsiveness to customer needs and has continually focused on long- and short-term customer profitability goals. In the maintenance, repair, and overhaul market, the Customer Satisfaction Leadership Award is bestowed upon the company that has shown flexibility in tailoring its product offerings to suit customer businesses in one or several power plant key equipment.
Frost & Sullivan Best Practices Awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
Publicly listed Andritz Group (andritz.com) is a global market leader for advanced production systems for the pulp and paper, steel and other specialized industries. It is also one of the world’s leading suppliers of electromechanical equipment for hydropower plants. Andritz has about 10,400 employees worldwide. It develops and makes its high-tech systems at 35 production sites in Austria, Germany, Finland, Denmark, France, Netherlands, USA, Canada, and China.
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