Winning formula
June 1st 2008

This year the coveted Fork Lift Truck Association Award for Innovation went to Komatsu for its compact BX50-109 series. Here, Rory Harvey-Kelly, general manager of sales for Komatsu Forklift Europe talks to Handling & Storage Solutions about product development and distribution

In which product areas is Komatsu traditionally regarded as being particularly strong ? Nowadays Komatsu Forklift is a full range supplier, providing counterbalanced forklifts as well as warehouse trucks. Komatsu started producing forklifts more than 50 years ago, so for historical reasons we are perceived as a strong manufacturer of counterbalanced trucks. We are proud of this perception, but in reality we have also offered a wide range of warehouse trucks for several years now and we are growing in this area all the time.

Are there any product areas the company is targeting as growth areas in the near future ? We bring our materials handling equipment to market via our network of distributors and dealers. Our growth strategy focuses on providing a full range to industries such as retail, manufacturing and transportation.

The distributors make sure they are very close to their customers and can deliver service fast and to a high standard. They also advise their customers on how to use their trucks to the best advantage and select the most appropriate models for specific demands. As a result all our products are equally important in our future growth strategy.

Where is the Komatsu R&D department based and how does it interact with the rest of the company ? Komatsu Forklift manufactures its trucks for European customers at plants in Italy as well as Japan and the departments for research and development are also located at these plants. So, for warehouse trucks the team is based at the plant in Luzzara close to Venice, for counterbalanced trucks produced in Bari there is another team located there. At the European headquarters in Lainate, close to Milan, the Komatsu product manager coordinates with the R&D department in Japan, conveying demands from the European market so appropriate features can be incorporated into the trucks produced there.

When developing new products, how does Komatsu ensure that the needs of the end user are taken into consideration? We are convinced our strategy to deploy via a network of distributors is the right way, because the distributors have a close and continuous relationship with the end user, enhanced by delivering maintenance and services. To ensure we remain properly informed about the feedback our distributors get from the end users, we arrange regular meetings with them across Europe. Also, the market research currently set up from Komatsu in Japan helps us to get deep insight into customer demands, because our dealers work closely with their customers to get first-hand information.

Are there any examples where customer demand has driven the development of a new product ? Several features available as an option have been developed as a result of customer demand, which our distributors conveyed to us.

Requests for increased driver comfort, including low vibration, resulted in the development of our AX/BX/CX models.

How is Komatsu addressing environmental concerns in its new product development ? This year Komatsu Forklift is launching a number of new ranges which will address environmental concerns. Currently we have available to the European market the new CX50 series for capacities from 3.5 to 5t.

This model is already Stage III compliant with European Union rules on pollution. For the first time it adopts a new hydraulic system called 'closed-center load sensing', which is already a proven technology in Komatsu construction machines. The system uses sensors to measure the load and makes sure that only the appropriate amount of oil is supplied, helping to reduce fuel consumption. In addition, several other new features will help to reduce emissions.

How important are health and safety issues when designing new equipment ? The health and safety of the operators is vital. The great importance we place on health and safety requirements has resulted in our products being developed to reduce noise and vibration as well as to improve ergonomics. There is a long list of details on how we are improving our trucks in this area – it starts with the fact that the operator is able to climb in and out of the trucks easily.

Enhanced visibility is important to ensure safety with all our trucks and is contributed to by the small steering wheel on our counterbalanced trucks as well as the position of the tiller at the side of our warehouse trucks. Another example is the special steering system, which helps to reduce hydraulic drift over long drives. And finally, a sensing system disables travelling and lifting when the operator is not occupying the seat.

Are ergonomics a particular consideration ? Ergonomics are a key consideration when developing our trucks, particularly when you consider that operators very often use them more or less non-stop for a whole shift. For example Komatsu Forklift has developed a dual floating structure, so vibrations transmitted to the operator's back and the 'swaying' feeling when cornering are diminished. Recently we got an order for electric trucks from Cumfilux, a leading bed brand in UK. They confirmed to us that one of the main reasons for their decision was the simplicity of the controls as well as the ergonomics of the operator compartment, which were particularly popular with their drivers.

How is the durability of Komatsu trucks enhanced through design ? Komatsu has built its reputation on quality and durability for industrial machines. Some might say that Komatsu products are overengineered, but rental companies for construction machines and forklifts consistently put their faith in Komatsu products.

Has Komatsu developed features on its equipment that are designed specifically to simplify servicing and maintenance ? Service and maintenance are a key cause of cost for the end user. To keep these costs as low as possible, Komatsu Forklift is working to reduce as well as to simplify servicing and maintenance. For example, introducing three-phase AC technology motors recently to electric counterbalanced trucks as well as to pedestrian stacker means that these trucks will need less maintenance because the motors do not have brushes.

If intervention is necessary, technicians need the latest and most complete information available about the truck. Global service information is provided by Komatsu Forklift via data terminals equipped with software to diagnose issues and set truck parameters. The data terminals are also ready for web communication, so technicians are supported in real time by a team located at the headquarters.

Does Komatsu offer bespoke trucks? If so please give an example.

Customers often have very specific demands and Komatsu Forklift is able to handle these.

We have specialised teams at our plants in Bari and Luzzara, that check the requests on special features. If a particular feature or option is not on the pricelist, our distributors just fill in a form on the intranet. If it is feasible, the customer will get a quote.

What are the most recent new products from Komatsu? What are the most notable features/benefits ? This month we are launching the new CX50 series to the European market. Besides several features already mentioned that reduce fuel consumption and emission, the new forklifts also offer reduced total operating costs thanks to wet disc brakes.

They can withstand about 1000 hours operation without maintenance and eliminate frequent brake shoe replacements.

What can we expect to see from Komatsu in the near future in terms of new products ? By the end of this year Komatsu Forklift will launch new counterbalance trucks with capacities over 5t, as well as several improved warehouse trucks for the European market.

In your view, why should customers choose Komatsu equipment over that of its competitors ? Customers who plan long-term decide on quality and full life cost. When calculating the total cost of operation over the longterm, it is important to take downtime issues into consideration. These are not only the costs of servicing and spare parts, but also the total impact on business when a truck fails. Finally, the re-sale value of Komatsu products commands a high price in the market.

Is there any emerging technology that you feel will have major influence on the development of MHE in the future / Environmental aspects will become more and more important and, due to this, trucks using hybrid systems will come onto the market.

How does Komatsu bring its product to market in UK ? Several distributors work exclusively with Komatsu Forklift in defined regions across UK and they are supported by KMHUK, the Komatsu UK head office based near Birmingham. Two sales managers, as well as dedicated service and spare parts managers, are located there to manage all requests from the distributors to the European headquarter of Komatsu Forklift based in Milan. In addition, a demo fleet with selected trucks is available for UK distributors and their customers.

More articles from Komatsu MH UK: