Manufacturing Today - January/February 2017 - 106

South

Viking Range

By utilizing Middleby's established structure, Viking
is introducing 24-hour customer support. Service resolutions can take weeks for the residential market, but
Viking's goal is to have equipment repair times measured
in hours, on par with the commercial market. "We will be
setting the standard for the industry," Brown says.
To make those short resolution times possible, Viking is setting up an infrastructure of exclusive service
providers that can respond to customer issues. When it
comes to service providers, Viking looks for quality, not
quantity. "We want to reduce our service providers and
make sure we support the right ones, but we do that strategically," Brown says.
The company paired down its base of service providers using a practical, analytical and graphical approach.
First, it looked at which providers met its high standards,
then their turnarounds and response times and finally,
whether they filled a geographic location where there
was a need. By analyzing that data, Viking determined
which service providers to invest more with and which

ones to cut loose. The company is still in the process of
trimming that list down, but ultimately wants to reduce
its number of service providers by 75 percent by Q2 2017.
Already, about 80 percent of Viking's service calls are being directed to the 25 percent of providers it intends to
continue working with.
But service providers are only part of the equation.
The timeline to deliver new components to the customer
also impacts how quickly their range or refrigerator can
be back in operation. Parts are already regionally located
so Viking can deliver the necessary component for a repair within a day of being ordered. Brown likens it to what
the company is doing on the manufacturing side. If a part
takes one day to arrive on one order and then five days the
next time, the company tries to figure out what caused
the difference. By correcting those issues, Viking has become more consistent in its repair times. "If you have a
problem and you find your root cause for variation you
then can reduce your variation," Brown says.
Having already helped Viking reinvent the ways it develops and supports its products, Middleby is also opening the brand up to a larger international audience. Although the majority of Viking's customers are within the
United States, its foreign presence is growing through
Middleby Worldwide, a global distribution network for
Middleby companies.
"Any new product we come out with has to be designed
like the world is flat," Brown says. Just as a laptop charger automatically converts to local voltage standards, Viking's products are now being designed to work with both
American and international electrical currents, enabling
the company to more quickly introduce its products to
Middleby's global customers. "We want to be something
that can go anywhere in the world," Brown says.
"International is our growth, that's what we're excited
about," he adds. "We will continue to innovate and provide the Viking customer true professional performance
for their home."mt
Plastic Products Company, Inc. With plants in several states, multiple process
choices, a wide range of presses, and an à la carte menu of services ranging from
design through order fulfillment, tell us what you need and we'll make it happen. As
one of North America's largest custom molders, we have the capital, innovation and
human resources to get things done quickly. You have access to a full-service team
dedicated to your success. PPC produces approximately 90 percent of the injection
molded components for Viking's Bottom Mount and Side by Side refrigeration
models. We provide complete assemblies which include sonic welding, heat transfer
graphics, pad printing, gaskets, insert molding, over molding and mechanical bonding.
We mold Clear Polycarbonate, ABS, Acetal, Polypropylene, HIPS and nylon resins for
the Viking components. A move from their previous molder to PPC provided Viking a
cost savings, along with increased stability of supply.

106

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Table of Contents for the Digital Edition of Manufacturing Today - January/February 2017

Table Of Contents
Manufacturing Today - January/February 2017 - Cover1
Manufacturing Today - January/February 2017 - Cover2
Manufacturing Today - January/February 2017 - 1
Manufacturing Today - January/February 2017 - Table Of Contents
Manufacturing Today - January/February 2017 - 3
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Manufacturing Today - January/February 2017 - Cover3
Manufacturing Today - January/February 2017 - Cover4
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