supplier profi le
It’s people, not money, that make the world go round. MD Jon Johnston explains how a human-centric approach enabled Johnson Health Tech UK (JHT) to triumph through recession
PEOPLE POWER
You’ve recruited lots of new people recently. Does human resources feature heavily in JHT’s business development strategy? Definitely. Over the last three years JHT has grown considerably, with sales in the commercial division – Matrix Fitness – increasing five-fold. We’ve won significant business in the high-value/ low-cost gym sector, where equipment usage levels are typically high, so getting service and back-up right is critical. Fortunately we had the foresight to restructure logistics and service infrastructure, and recruited the right senior team (see information box below) to develop the service level strategies needed by a market leader.
Does the company’s Taiwanese heritage influence this people focus? It’s a notable influence, yes. Taiwanese culture stresses the importance of maintaining good relations with others, and values the success of teamwork over individual achievements. Our mission – to “delight and excite our customers through truly innovative products, unsurpassed quality and best-in-class customer service” – wouldn’t be possible without those principles, which are demonstrated by JHT employees
worldwide, whether they’re helping their colleagues overcome a challenge, sharing benefits of wisdom with customers, or engaging in community activities.
Is all your resource in-house? No – we outsource certain expertise, such as IT and some logistics support, but we’ve brought the majority of our service in-house, employing our own engineers to ensure consistency and service quality. When we do use third-party service engineers, they’re contracted solely to us, integrated into our team, trained by us, and have strict Key Performance Indicators (KPIs) and Standard Operating Procedures (SOPs).
So service and support are things you pride yourself on? Indeed, and they remain a key focus as we continually improve. In the UK, we’ve established service centres around the country as bases for our regional teams and parts storage facilities, in addition to the complete van stocks that each engineer holds. We’ve also radically improved our spare parts supply chain right back to the factory, and introduced a new CRM system to track and manage service data. Now customers can report faults online and
track progress, so we’re transparent and accountable at all levels and can deal with issues faster than ever. We’ve also created an industry fi rst,
introducing technical account managers who are responsible for co-ordinating smooth installations and overseeing ongoing preventative maintenance.
What about new products – how important are the R&D teams? Crucial, and that’s reflected in the strength of our international R&D function, with US and Asian teams of 300+ engineers. These teams research all areas of product design and development: new technologies, ergonomics, aesthetics and serviceability. From among those teams, a select
Advanced Development Group is tasked with looking at the wider aspects of product development, including innovations both in the fi tness industry and in other industries and technologies. It constantly questions, observes and networks with customers, industry experts and professionals across other sectors. We’re then able to conceptualise
and bring to market some of the most exciting, innovative and functional products in the marketplace today
WHO’S WHO AT JOHNSON HEALTH TECH?
The Matrix range of products is subject to constant innovation thanks to the JHT Advanced Development Group
70 Read Health Club Management online at
healthclubmanagement.co.uk/digital
Founder and chair: Peter Lo CEO/president of Johnson Group: Jason Lo VP global development: Daniel Clayton Strategic development manager (international): Brian Thompson UK managing director: Jon Johnston UK company controller: Carole Bailey UK head of area sales: Jeremy Jenkins UK service director: John Mills UK key accounts manager: Jo Rich UK brand manager: Janette Rose
august 2011 © cybertrek 2011
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