project sites aftermarket event quality...lion. crossrail, involves building a 180 km east-west rail...

Edition 24 | August 2009

ProjectDubai Metro platform screen doors

SitesMerak air conditioning systems and IFE door systems in Asia

AftermarketMetro Copenhagen

EventRailtex London

QualityKnorr-Bremse complaint management

T h e c u s t o m e r m a g a z i n e o f K n o r r - B r e m s e R a i l V e h i c l e S y s t e m s

R a i l V e h i c l e S y s t e m s

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No. 24 | August 2009

Contents E d i t o r i a lDr. Albrecht Köhler 3

Project Dubai Metro platform screen doors 4

Systems for the Austrian railjet 18

SitesMerak air conditioning systems in Asia 10

New site in Krakow 14

IFE door systems in Asia 16

AftermarketMetro Copenhagen 20

EventRailtex London 8

QualityKnorr-Bremse complaint management 22

Publisher:Knorr-Bremse Systeme fürSchienenfahrzeuge GmbHAugust 2009

Central Editorial Office:Knorr-Bremse Systeme fürSchienenfahrzeuge GmbHMarketingKarin DirscherlMoosacher Straße 8080809 MünchenDeutschlandTel. +49 89 3547-0Fax.+49 89 3547-2767www.knorr-bremse.com

Conception, text and design by:Knorr-Bremse Systeme für Schienenfahrzeuge GmbH

KB MEDIA GmbHEditorial: Carmen Häberlein

Text, layout, graphics: dvhaus GmbHBentele-Glomb GmbH

Printed by: Pera Druck GmbH

Information for Knorr-Bremse’ s worldwide customers and business partners

Danish S-Bahn LogoPhoto: Per Ryolf

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Editorial

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Dr. Albrecht Köhler, Member of of the Executive Board, Knorr-Bremse Systeme für Schienenfahrzeuge GmbH

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What is Knorr-Bremse doing to ensure continued success even in times of economic crisis? Our basic strategy is no different from our usual one: to offer our customers impressive, innovative products that meet the highest standards of safety, quality and comfort and represent greater value for money than those of our competitors. It is a strategy that we are pursuing world-wide. In Austria it has seen us become a supplier to the innovative ÖBB railjet project. The development engineers at our Austrian site in Mödling were not only important contributors to this project – they also played a crucial role in building up IFE-Victall’s new Technology Center in Qingdao, thus helping to further strengthen Knorr-Bremse’s presence in China, where seven local subsidiaries now produce and market our range of products and services.

Even in a crisis there are some events that can boost macro-economic developments. In Poland, for example, the fact that the country will be hosting the 2012 European Football Championship is already providing a positive stimulus for the rail vehicle segment. With its spacious new facility in Krakow, Knorr-Bremse is well prepared to meet all the challenges. In the UK, the supply industry has received a shot in the arm from a number of major projects worth a total of more than EUR 55 billion. So the news that Knorr-Bremse was able to impress several important decision-makers at the London Railtex 2009 exhibition is all the more welcome. In April we also received a Queen’s Award for Enterprise in the “Innovation” category for our EP2002 brake control system.

On 09.09.09 the world’s longest fully automated metro system in Dubai will go into operation with platform screen doors from Westinghouse. The new metro promises to relieve the traffic situation in this rapidly expanding metropolis. And a recent order from Denmark proves that even in difficult times there is still demand for top quality products and services at affordable prices: Copenhagen Metro, voted the world’s best metro by the experts, is not only equipped with platform screen doors by Westinghouse but also, at the end of 2008, placed a further order for overhaul of important vehicle components. And customers all over the world are benefiting from our restructured complaint management system, with its state-of-the-art laboratory resources.

It is at times like these that reliable partners are particularly important. Customers in all parts of the world have confirmed that we offer precisely the levels of performance, reliability and economy that they are looking for. I hope you enjoy your journey round the world with this edition of the Informer!

Kind regards

Dr. Albrecht Köhler

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Towards the end of 2005 Westinghouse Platform Screen Doors (WPSD) was award-

ed the biggest contract in the divisions’ history – to supply screen doors for all the

platforms of the new Dubai Metro. The project will come to fruition on 09.09.2009,

when the Middle East’s first ever metro system – and the longest fully automated

rail system in the world, with 75 kilometers of track – will officially open.

Dubai Metro platform screen doors

Dubai, 09.09.2009 – the countdown to the opening of the metro has started!

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As well as local staff in Dubai, the Westinghouse plants at Melksham and Guangzhou have also been involved in the project. They have drawn on the many years of experience gathered by the company all over the world – Westinghouse is not only the current international market leader but also pioneered the world’s first platform door system in Singa-pore back in 1986.

The development work for Dubai Metro started in the Chinese city of Guangzhou early in 2007. And since October 2008, the task of installing a total of over 1,100 platform screen doors for the 57 metro stations has been in full swing.

The systems supplied by Westinghouse have made it possible to create a fully-automated, state-of-the-art, driverless metro system. The doors provide a barrier between track, train and passenger. As well as increasing safety, they greatly enhance the platform environment, making them quieter and cleaner. The platform screen doors also control boarding and disembarcation by allowing a consistent train “dwell” time at the platform.

The Westinghouse systems also make it possible for the platforms to be fully air-conditioned. As the 78 trains

supplied by Kinki Sharyo – each with five cars carrying more than 640 passengers – are also fully air-conditioned, metro users will be able to enjoy a pleasant environment throughout their journey.

Fire, water, air and earth The impressive WPSD door system design will compliment the stunning light-filled treatment of the platform architecture designs. There is a mixture of both underground and at-grade or elevated platforms on the new system. These have been designed with four themes in mind; earth, water, fire and air. Earth stations will have a tan-brown color effect; water stations will have a blue-white color effect; fire gets an or-ange treatment; and air will have a green effect. Working with station architects and designers WPSD have created a system which perfectly compliments these treatments.

In good company WPSD’s customer is the Japanese company Mitsubishi Heavy Industries, which forms par t of the Dubai Rapid Link Consortium that has overall responsibility for the metro project. The consortium also includes the Japanese companies Mitsubishi, Kajima and Obayashi and the Turkish company Yapi Merkjezi.

Dubai is growing rapidly. In 2007 its population was one and a half million, but by 2017 this is expected to grow to some three

million inhabitants. High levels of traffic mean that the streets are already severely congested, so the opening of the metro

in September of this year should bring some much-needed relief. Platform door systems supplied by Westinghouse Platform

Screen Doors will play an important role in ensuring rapid, safe and comfortable boarding and disembarcation for passengers,

even during rush hours.

Platform screen doors ensure safety, efficiency and comfort in the fully air-conditioned metro

Platform screen doors for Dubai

Metro

n Supplied by th international market leader

n Safer, quieter, cleaner waiting areas

n A prerequisite for platform air-conditioning and driverless operation


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In September the world's longest driverless metro will go into operation

Westinghouse world-wide

Westinghouse Platform Screen Doors are being installed or already in operation in many cities around the world:

Europe– Brescia (Italy)– Copenhagen (Denmark)– Dubai (VAE)– London (UK)– Roissy (France)

– Thessaloniki (Greece)– Toulouse (France)

Asia– Beijing (China)– Guangzhou (China)– Hong Kong (China)– Kuala Lumpur (Malaysia)– Nanjing (China)

– Seoul (Korea)– Shanghai (China)– Shenyang (China)– Shenzhen (China)– Singapore (Singapore)– Taipei (Taiwan)

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In addition to underground and at-grade stations, there are also impressive elevated ones visible from afar

Work on Dubai Metro is in full swing

This year’s Railtex 2009, the premier rail show in the UK, took place at an exciting

time for the rail industry. Despite the current economic crisis, the long-term

prospects for rail – in Britain and elsewhere – are highly encouraging. Knorr-Bremse

had a centrally-positioned stand at the show, with a wide-ranging display of innovations

designed to impress the important decision-makers who attended the event.

Railtex London

Impressing the experts


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At Railtex Knorr-Bremse presented innovative products for enhanced safety

Knorr-Bremse at Railtex 2009

n Distinguished visitors from industry and politics

n Wide range of innovations from Knorr-Bremse

n Many expert discussions and new contacts

Growth is currently the name of the game in the UK rail industry, with the Crossrail and Thameslink programs alone representing investment of more than EUR 23 bil-lion. Crossrail, involves building a 180 km east-west rail link through central London. And the 225 km north-south Thameslink is being equipped with new rolling stock and infrastructure. Network Rail is also planning to invest more than EUR 30 billion in infrastructure projects.

But it was not just because of these projects that Railtex was important. With visitors from 74 different countries this year, the exhibition, together with its wide range of specialist seminars, is an important barometer for the rail industry. This year saw a 22 % rise in the number of industry specialists coming to the event, with a total of 8,500 visitors recorded.

Wide range of Knorr-Bremse products on displayMany innovative products were displayed on the Knorr-Bremse stand, including new brake discs and calipers, the EP1001 wheel flat protection system, the intelligent brake control system EP2002 and EPCompact and the oil-free compres-sor. Knorr-Bremse’s British subsidiary exhibited a new, fully-operational platform screen door system with Media Wall and sound, two examples of refurbished products and a brake caliper as well as the local railservices service and maintenance provision for the UK and Ireland which is available from KBRS in Melksham.

TechtrainA new Knorr-Bremse subsidiary was also at Railtex: Tech-train, based in Doncaster in the north of England specializes in rail HVAC and is to act as the contact point for all railserv-ices training for the UK and Ireland including train driver training using computer simulation. The training services can be carried at a location of the customer’s choice, the Techtrain Doncaster site or at KBRS Melksham.

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Top decision-makers visit Knorr-Bremse The Knorr-Bremse stand was much in demand amongst leading figures from industry and politics. Knorr-Bremse Rail Systems (UK) Ltd., and RIA Chairman Paul Johnson welcomed a group that included Transport Minister Lord Andrew Adonis as well as Simon Kirby, Network Rail’s Director of Infrastructure Investment, Jeremy Candfield, Director General of the Railway Industry Association and Lord Tony Berkeley, Chairman of the Rail Freight Group. The distin-guished visitors were particularly interested in EP1001, the innovative wheel flat protection system for freight cars. Other important official visitors to the stand included senior directors from Hitachi (who have been selected for the provision of the new UK Intercity express trains) and representatives of the Chinese Ministry of Railways, who were especially interested in the Westinghouse Platform Screen Door systems.

Railtex 2009, March 10–12, London: 22 % more visitors

Every second year, the Railtex exhibition draws experts and top managers from the domestic and international rail vehicle

industries to London. This year it took place against a background of several major investment projects worth a total of more

than EUR 55 billion. Knorr-Bremse was able to welcome many important visitors to its 10 x 12 meter stand.

Paul Johnson, Chairman of Knorr-Bremse Rail Systems (UK) Ltd. , (right) talks to British transport minister Lord Andrew Adonis (center) and Tony Mercado, Director at the UK Department of Transport

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China’s rail market continues to grow, with the Chinese government

actively supporting expansion of the country’s rail infrastructure.

The Knorr-Bremse Group, with its seven local subsidiaries, is proving

an important partner close to the market. In the HVAC segment the

company has set new standards with the launch of its Merak Jinxin

joint venture in Wuxi.

Merak air conditioning systems

Merak Jinxintakes off


Merak Jinxin

n Air conditioning systems for Chinese local and mainline trains

n Opened in 2009 in Wuxi

n One of the seven Knorr-Bremse companies in China

Formal opening of the Merak-Jinxin joint venture:Dr Dieter Wilhelm, Executive Board Knorr-Bremse AG,Fei Yuan, Director, District Government Binhu Wuxi,Xiaoqiu Lu, Ministry of Railways, Vice General Director, Equipment Bureau,Yuqin Tan, Chairman Wuxi Jinxin Group.

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China is responding to the global economic crisis by going on the offensive. Ambitious expansion of the rail infrastructure continues apace, driven not least by a special government stimulus program aimed at booting the economy. Knorr-Bremse is a well-known supplier in the sector that meets all the requirements for local content. The latest example is the Merak Jinxin joint venture, which was officially opened in February 2009. Everyone was in celebratory mood at the official opening of the Merak Jinxin join venture on February 20, 2009 in Wuxi, an important industrial center in the yangtze delta. The 65-strong workforce came together with international top managers from Merak and Knorr-Bremse, top-ranking government representatives, leading rail operators and customers from the Chinese rail industry to mark the inauguration of the new joint venture.

On track for successAs is customary on such occasions, representatives of the joint venture, the Knorr-Bremse Group, the local govern-ment and one of the company’s customers joined forces to paint lion’s eye – a traditional ritual aimed at securing the success of the joint venture. And the success story has only just begun, in the shape of orders from Shanghai Metro for HVAC systems - 246 cars on Line 10 and 192 cars on the Line 2 extension, as well as 210 cars for Shenzhen Metro Line 2. Merak is also the HVAC supplier for the CRH5 and CRH3 high speed trains ordered by the Chinese Ministry of Railways.

The new joint venture is a sign of Merak’s determination to establish itself close to customers in the highly competitive Chinese market. Together with Knorr-Bremse China, the HVAC specialist intends to intensify and upgrade its service to customers in the region. And the company has already proved to be a reliable partner for the Ministry of Railways as a supplier of systems for high-speed trains. The buoyant order situation in this segment no doubt contributed to the celebratory atmosphere during the opening on February 20.

With its seven companies in China, Knorr-Bremse can offer the full range of products and services

Merak Jinxin on track for success

Brake system, doors and air conditioning courtesy of Knorr-Bremse Group: the Chinese CRH3 high-speed train .

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Supplier to the CRH high-speed platform The Chinese CRH high-speed train is playing an increasingly important role in the expansion of China’s rail infrastructure. And the Knorr-Bremse Group is involved in the project as a supplier of braking and other vehicle systems.

CRH1Manufacturers: Bombardier Sifang Transportation. Maximum speed: 200 km/h, later 250 km/h. Between 2005 and 2007, Knorr-Bremse supplied brak-ing systems for 40 trains, each with eight passenger cars. In 2008 it received orders for brake systems for 20 EMU coaches and 20 sleeper trains, each with 16 cars. The door systems of the sleeper trains were also supplied by IFE-Victall Joint Venture.

CRH3Manufacturers: Siemens and CNR Tangs-han Railway Vehicle Co., Ltd. Maximum speed: 300 km/h. Knorr-Bremse sup-plied the complete braking system for 60 trains, each with eight passenger cars, while Merak was responsible for the air conditioning systems, IFE-Victall for the door systems, Knorr-Bremse Austria for the windscreen wipers and and Microe-lettrica for the electrical switching gear.

CRH5Based on the Alstom Pendolino plat-form. Maximum speed: 250 km/h. Knorr-Bremse supplied the braking sys-tems for 60 trains, each with eight cars. Also air conditioning from Merak and door systems from IFE-Victall.

source: Siemens AG

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Knorr-Bremse in ChinaWith a total of seven Chinese companies, Knorr-Bremse is in a position to offer the full range of Group products locally:n Knorr-Bremse Systems for Rail Vehicles (Suzhou) Co.,

Ltd.: Represents the Group in China and the entire regionn Westinghouse Platform Screen Doors (Guangzhou) Ltd.:

Platform door systems n IFE-VICTALL, Qingdao: Door systemsn Knorr-Bremse CARS LD Vehicle Brake Disc Manufacturing

(Beijing) Co. Ltd., Daxing: High-performance brake discs n Knorr-Bremse Nankou Air Supply Unit (Beijing) Co. Ltd.,

Nankou: Air dryers and compressors for high-speed trains and high-performance locomotives

n Merak-Jinxin, Wuxi: HVAC systems n Merak Railway Technologies, Shanghai: HVAC systems

Using local engineers enables the company to respond even better to the specific requirements of Chinese customers


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The rapid development of Knorr-Bremse Poland reflects the growth of the Polish

rail market since the country became a member of the EU. And the company’s

recent relocation to a new, much larger site means Knorr-Bremse is now ready for

an event that promises to further boost the market: the 2012 European Football

Championship, which will be jointly hosted by Poland and Ukraine.

New site in Krakow

Growth continues

The new site in Krakow

The new site in Krakow

n 548 m2 office space, 654 m2 production area

n State-of-the-art working conditions

n In-house development operations

n Sales of entire product range

1� 1�

New site in Krakow

Growth continues

When Polish rail vehicle operators are looking to acquire new rolling stock, they know they can rely on the local Knorr-Bremse to offer them the full range of products from the rail vehicle division.

The new site operated by Knorr-Bremse Poland in Krakow offers ideal conditions: In addition to 548 m2 of office space there is a generous workshop area covering 654 m2 that is used for developing braking systems and door applications, manufacturing brake control units for freight cars and putting into operation braking systems for the Polish market. The premises at Szymona Szymonowica 85 also offer maintenance and repair of the entire range of Knorr-Bremse products as well as serving as a sales outlet.

10 successful yearsA mere ten years ago Knorr-Bremse was only represented by a small office in Poland. Then, in 2003, Knorr-Bremse and Kamax set up a joint venture in Przemyśl for the production of freight car brakes. In March 2006, Knorr-Bremse Poland took over full control of the company, first renaming it Knorr-Bremse Poland 2 but soon merging it with the parent company. As the company grew, the site at Czerwone Maki 65 in Krakow quickly became too small for the expanded company.

Fit for the 2012 European Championship Relocation to the new site means that Knorr-Bremse is now poised to be an important player in the 2012 European Football Championship. Plans for upgrading the rail infrastructure in time for this major event are well under way, and the market has already star ted to expand, particularly in the local and interregional segments. Several Polish cities have put significant numbers of low floor vehicles out to tender. And here Knorr-Bremse, with its extremely compact, lightweight but robust systems, is an ideal partner.

1.198 m2 state-of-the-art office and production space

The Polish rail market is expanding – and Knorr-Bremse’s Polish subsidiary is keeping pace with developments. Originally set up

in 1999 as a representative office with a staff of three people, Knorr-Bremse Poland now has a workforce of 54, and in February

of this year moved to brand new premises.

State-of-the-art office and production space


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Companies developing new door systems for Chinese rail customers are expected

to offer a highly flexible approach and swift response to requirements. This is

what prompted Chinese joint-venture IFE-Victall to set up a technology center in

Qingdao, Eastern China with the support of Austrian parent company IFE.

IFE door systems in Asia

Development expertise for China

The new tech-nology center in

Qingdao

n Excellent development resources for China

n Highly trained specialist staff

n Rapid response to customer wishes

n Immediate solution of problems

The new technology center in Qingdao

1� 1�

Close to the customer IFE-Victall’s Austrian parent company, IFE, has every reason to encourage its Chinese joint venture to expand its develop-ment expertise: a strong local presence in the rapidly grow-ing Chinese market is required if developers and manufac-turers are to respond rapidly to customer wishes and cope immediately with any problems that crop up. Moreover all this has to be offered at prices that remain competitive in the Chinese context. In addition to this, local Chinese engi-neers are likely to be more responsive to the particular needs of their customers – for example, door systems for the Chi-nese market are expected to be of simpler construction than in Europe.

Expansion of development activities in Qingdao opens up new opportunities for IFE and IFE-Victall to reach out to more customers and further develop their market position. With more than 7 million inhabitants in the city and sur-rounding region, Qingdao is an important industrial center and home to China’s third largest port. Now a technology center is being established in the city that promises to drive the development of new applications and systems for both mass transit and mainline. Areas of expertise covered by the center include software applications, mechanical and electrical drive systems, door panels, steps, gap bridges and ramps.

Highly trained All engineers appointed to the center must first undergo rig-orous training. Trainees are initially deployed in Qingdao be-fore transferring to Kematen an der Ybbs, the Austrian head-quarters of IFE, for a systems training course. Following that they are introduced to their day-to-day tasks in Qingdao.

By the end of 2009 all the engineers will have completed the various phases of training and be ready for full deployment. Already the tendering process for mechanical elements for all metro projects is handled in Quingdao – only the elec-trical elements are currently still dealt with in Waidhofen. A project to supply interior doors to Qingdao-based rolling stock manufacturer Sifang is also being handled by the center, as is the further development of a sliding-door drive system for metros that will be exclusively manufactured and marketed in China.

The first development project carried out with the involve-ment of Qingdao involved supplying components to Chinese manufacturers CRC for their Iranian customer Rajah. In this case, the development work was still carried out in collabo-ration with the parent company in Kematen an der Ybbs, but in the medium term the plan is for all Chinese projects to be dealt with completely by IFE VIctall.

The technology center has set itself ambitious goals, and the engineers are eagerly awaiting their first metro order. They are determined to prove that IFE-Victall can meet all its Chinese customers’ expectations in terms of rapid, flexible, value-for-money development and production.

Establishing a strong development base in response to increas-ingly sophisticated demand

In China – and indeed the entire Asia-Pacific region – customers’ expectations of rail vehicle systems manufacturers are becoming increasingly sophisticated, and there is also growing pressure from competitors. This was why IFE-Victall, manu-facturer of door systems and components, decided to make its top-quality development expertise available to customers at local level.

IFE sliding-door drive system


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Since autumn 2008, Austrian railways have been operating the new railjet train

on several EuroCity routes. railjet is a new design of push-pull train with many of

the features of a multiple unit. The train’s equipment incorporates important in-

novative components from Knorr-Bremse and IFE.

Systems for the Austrian railjet

High speed trains made in Austria

Scarcely bigger than a sheet of paper when door is closed: the IFE retractable swing step

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Systems for the Austrian railjet

High speed trains made in Austria

IFE: Door systems IFE’s electrically-operated, pressure-resistant DET door system fully meets the exacting requirements of the train’s operators. It functions without using compressed air, which reduces costs and minimizes the demands made on the vehicle’s air supply system. Each door leaf is secured by a bolt mechanism, which means the doors are unaffected by high external pressures, and passenger comfort is assured even when trains pass each other at high speed or enter a tunnel. The access system has several devices to prevent passengers being caught in the doors. The rubber lip at the door edge senses obstacles, and the system also monitors the time and effort required for each door to close. Additional safety is provided by a photo-electric barrier around the doors.

Installation time is extremely short, as the company has developed a device that enables door components to be precisely positioned during installation with only need for vernier adjustment. A new door attachment system also fur-ther reduces the time required.

IFE: Retractable swing step To ensure safe boarding and disembarcation, IFE has devel-oped a special retractable swing step for the railjet which withdraws completely into the door when it closes. The cross-section of the step in the closed position is hardly bigger than that of a sheet of paper DIN A3. Yet this space saving has been achieved without sacrificing passenger comfort. A special kinematic system ensures that the gap between the step and the platform edge is kept to a minimum. Safety features include an integrated anti-trap system and the option of manual operation in the case of system failure.

Knorr-Bremse: Brake equipment The braking system for the railjet is supplied by Knorr-Bremse Austria. In addition to the brake control system the company is also supplying bogie equipment with electro-magnetic track brakes including control, equipment for the driver’s cab with direct and indirect brakes and wheel flat protection.

Knorr-Bremse Austria has excellent development resources for all these products: In Mödling, project managers, system engineers and production and assembly specialists work closely together with well-known independent testing institutions to come up with innovative solutions at afford-able prices that meet the highest standards of safety, quality and comfort.

Pressure-resistant door systems, space-saving retractable steps, customized brake equipment

Innovations for the railjet

n Electrically operated pressure-resistant door system

n Retractable swing step fully integrated into door

n Braking technology designed for safety in all weathers

The railjets currently being built by Siemens are mainline passenger trains that have been operating on busy routes since the end of 2008.

railjet is a train with future – over the next few years it is to replace all the EuroCity trains operated by Austrian Railways. 23 of them are already in operation, and by 2014 there will be 67. Knorr-Bremse is supplying a number of innovative products for this ambitious project: the door system (complete with specially developed retractable swing step) comes from IFE, and Knorr-Bremse Austria is supplying important brake components.

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Danish artists were involved in designing the world's most modern metro


A metro system that has been voted the world’s best by an expert jury relies on

Knorr-Bremse as one of its suppliers. As far back as 1999 Knorr-Bremse started

to supply electro-hydraulic braking systems to the vehicle manufacturer. In 2002

Westinghouse equipped Copenhagen Metro with platform screen doors. Four

years later, Knorr-Bremse was commissioned to overhaul 140 hydraulic units.

And this year, the company will be overhauling brake cylinders, release units and

magnet valves.

Metro Copenhagen

On the fast trackKnorr-Bremse

and Copenhagen Metro

n Supplier to the “World’s Best Metro”

n Rapid, flexible overhaul of hydraulic units, brake calipers and cylinders, release units and magnet valves

n Platform screen doors from Westinghouse

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In June 2006, Knorr-Bremse was then asked to overhaul 140 hydraulic units – a follow-up order that came with very stringent requirements. Finally, at the end of 2008, Knorr-Bremse landed a third major order – this time for the overhaul of a further 300 brake cylinders, 30 auxiliary release units and 120 magnet valve units.

Fast, reliable, transparentIn addition to its overhaul work, Knorr-Bremse offers customers the chance to benefit from its expertise as an experienced original equipment manufacturer. Employees from Copenhagen Metro frequently visit the company in order to improve their knowledge and understanding of the braking system.

The fact that Knorr-Bremse’s Lund site is situated only 50 kilometers from Copenhagen Metro’s plant was an additional advantage: the company’s trucks were able to rapidly transport the units in both directions, ensuring delivery that was precisely matched to customer requirements.

Common futureAll the indications are that work will finish on schedule by the end of 2009. But the successful collaboration between the two companies has prompted Copenhagen Metro to consider further options for working together in the future. Contracts for overhauling ROL 3 compressors and for training courses are currently under discussion.

Copenhagen Metro

“The World’s Best Metro” and “Best Metro Europe” were the distinctions awarded by the MetroRail 2008 jury to one of the most modern metro systems in existence. First built in 2002, Copenhagen Metro today offers travelers a total track length of 21 kilometers, with two lines serving 22 stations. An addi-tional City Ring with 17 stations is scheduled for completion in 2018. A high-frequency, driverless service is made possible thanks to Westinghouse platform screen door systems.

When it comes to overhauling hydraulic units, what metro operators want is a combination of 100% reliability, short turna-round times and competitive prices. Copenhagen Metro is no exception – which is why it turned to Knorr-Bremse. Four years after Copenhagen Metro went into operation, when it was time for brake calipers and hydraulic units for 35 train sets to be overhauled, Knorr-Bremse was not the only company that tendered for the EUR 2.5 million job. The fact that such a discerning customer finally opted for Knorr-Bremse says much about the excellent quality and flexibility offered by the company.

Being the world’s best metro system, Copenhagen Metro relies on Westinghouse for platform screen doors and on Knorr-Bremse for the overhaul of hydraulic components

Every complaint that Knorr-Bremse receives is a double challenge:

Firstly, the cause has to be dealt with rapidly and effectively; and

secondly, the company has to learn from the process. Knorr-Bremse

Rail Vehicle Systems is well prepared for both tasks, thanks to the

excellent analytical expertise and modern laboratory resources

available to the company’s complaint management system.

Knorr-Bremse complaint management process

SAP-based complaint

management

Knorr-Bremse complaint management

Making the most of complaints

Improved complaint

management

n Networking of all sites using the same SAP Complaint Tool

n Every complaint centrally registered

n Regular complaint task force meetings: product-related complaints evaluated, prioritized and, if necessary, centrally tracked

n Well-equipped materials laboratory

Every customer complaint is registered using the SAP system and a copy is passed on automatically to company headquarters, where a task force decides whether the central processing center for product-related complaints should be involved or not. The experts can draw on decades of experience, interdisciplinary expertise and state-of-the-art analytical tools.

Complainttask force

analytical competence

Site A

Site B

Site C

Internal material lab

External material labs

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Specialized expertise is important, but is not enough to ensure efficient complaint management. To deal effectively with complaints related to defective products, it is crucial to be able to bring in professional analysts with practical experience and an interdisciplinary approach.

Experts from a wide variety of disciplines, practitioners with a broader view based on years of experience with Knorr-Bremse products, state-of-the-art laboratory resources, intelligent networking – all these elements have to come together if complaints are to be processed as efficiently as possible.

This has been achieved with Knorr-Bremse’s improved complaint management system. To take a practical example: If a filter has become clogged it will no longer just be cleaned or replaced – Knorr-Bremse’s complaint management specialists will insist on going to the very root of the problem. They will want to know why the filter was clogged in the first place and how this can be prevented in the future – which will mean looking also at the upstream systems involved.

Complex complaints centrally evaluatedEvery time a complaint is received by Knorr-Bremse from anywhere in the world, the relevant product units check whether such a detailed analysis is required. This global approach is made possible by using the SAP complaint tool, to which all KB sites are linked and which ensures complete transparency for everyone involved. When a complaint is registered by a site, a report automatically appears in the notification browser of the person responsible for complaint management in the relevant product unit. This enables him to check the current status of the complaint, the details of the problem provided by the customer, the diagnosis made by the Knorr-Bremse site, the measures planned and the estimated cost. If the local decision-makers require support, the product units can be brought in to identify sources of the defect and possible solutions as well. And where local resources are not sufficient, the product can be sent to the Munich materials laboratory.

One materials laboratory to serve all Knorr-Bremse’s materials laboratory in Munich plays an important role in the company’s complaint management system, offering a winning combination of experience and cutting-edge technology: on the one hand its processes and methods have been constantly fine-tuned over a period of sixty years and at the same time its equipment is state-of-the-art.

Proper complaint handling makes an important contribution to improving quality

Recently, a scanning electron microscope was acquired which considerably enhances the laboratory’s ability to analyze materials by providing high-resolution images of surface structures at magnifications of up to about one million. Energy-dispersive x-ray spectroscopy can also be used to examine chemical content and processes.

The new microscope was, for example, recently used to demonstrate that a bowden cable had been supplied without proper siliconization. And in another case, the laboratory scientists used the electron microscope and x-ray analysis to identify heavy dust residues from insulation that had been causing skin irritation. Happily they were also able to establish that the offending fibers were not carcinogenic.

It would be extremely expensive to have such laboratory facilities available in every country, but networking of all locations via a common complaint tool means this is not necessary. Customers all over the world can enjoy the advan-tages of a system that processes complaints to a uniformly high standard.

The difference is not visible to the naked eye: the bowden cable without (left) and with siliconization

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Knorr-Bremse Global Care e.V. was set up in January 2005 following the South East Asia tsunami disaster on December 26, 2004. The charitable association is dedicated to providing long-term aid to individuals who are in need as a result of environmental catastrophes, accidents, armed conflict, poverty or disease. Practical implementation of projects is actively supervised by members of Knorr-Bremse staff. The association receives an annual donation of one million Euro from the Knorr-Bremse Group. Additional information about Knorr-Bremse Global Care e.V. can be found at: www.global-care.knorr-bremse.com.

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