SM_L6 Guest Lecture Flashcards
(21 cards)
Who owns Hilti and what is its single industry focus?
- Martin Hilti Family Trust (100 % ownership)
- Focus on construction industry
List the key figures that characterise Hilti.
- Operations in 120 + countries
- 34 000 employees worldwide
- 1 million buying customers per year
- Annual sales ≈ 6.5 billion CHF
What are the three pillars of Hilti’s strategy?
- Greener
- Safer
- More productive
How does Hilti maintain direct customer relationships?
- Hilti stores
- Account managers
- Field engineers
- Customer service
- E‑business
- Software specialists
- ~280 000 customer contacts per day
What proportion of sales does Hilti invest in R & D?
- Around 7 % of sales invested in research & development
Summarise Hilti’s business‑model innovation journey.
- 1941: Traditional single tool model
- 2001: Fleet Management – hardware with services
- 2015: ON!Track – Software as a Service
Match each stage of the journey with its key slogan.
- Traditional tool: “Outperform. Outlast”
- Fleet Management: “We manage your tools so you can manage your business”
- ON!Track: “With transparency comes efficiency”
Why did Hilti’s management in 2011 search for new service opportunities?
- Proven impact of Fleet Management
- Need to become more customer‑relevant beyond Hilti products
- Emerging IoT & cloud technologies
Identify the main pain points in managing construction assets.
- Low productivity: assets lost / under‑utilised
- Process inefficiencies: time wasted searching & using paper‑based admin
- Compliance & risk: difficulty meeting health & safety regulations
Which questions does ON!Track help answer about assets?
- What assets do we have?
- Where are our assets?
- In what condition are they?
- Do we have the right fleet of assets?
Explain the openness of the ON!Track platform.
- Manages all equipment and material on one platform
- Works independently of brand
- Covers heavy & compact equipment, light tools, consumables & material
What three elements combine to deliver customer value in ON!Track?
- Software
- Hardware (passive & active tags)
- Services (implementation, training, integrations, support)
Differentiate passive and active hardware in ON!Track.
- Passive tags: identification via bar‑/QR‑codes or RFID, no power source
- Active tags: battery‑powered Bluetooth®/IoT devices enabling live tracking
State four quantified benefits customers gain from ON!Track.
- Cut annual equipment spend by up to 20 %
- Save ≈ 2 hours per worker per week
- Improve safety & compliance through managed inspections
- Reduce carbon footprint via optimised fleet size
Which existing strengths did Hilti leverage for ON!Track?
- Customer access & direct sales network
- Strong brand reputation
- Standardised processes & systems
- Long‑term orientation
Name four new capabilities Hilti had to build for ON!Track.
- Consultative selling instead of transactional
- Customer success management with proactive care
- Agile development methodologies
- Iterative software quality mindset
Describe the shift to consultative selling for Fleet Management & ON!Track.
- Analyse customer processes & needs
- Build a tailored business case collaboratively
- Support implementation to realise benefits
- Use 8‑step Guided Selling Advisor to steer salesforce
What does the Guided Selling Advisor provide to the sales force?
- Step‑by‑step guidance through the 8‑step approach
- Rapid savings calculation
- Professional demonstration tools
- Reduced preparation time and faster sales
Outline Hilti’s outlook for its service & software offering.
- Integrate Fleet Management & ON!Track via IoT‑driven, data‑led services
- Expand software portfolio to be a broader productivity partner
List the four sustainability focus areas of the Lead 2030 initiative.
- Low‑carbon footprint solutions
- Circular solutions
- User health & safety & building safety
- Highest standards in business ethics and social impact
Into which asset categories can ON!Track be divided?
- Heavy & compact equipment
- Light equipment & tools
- Consumables & material
