|
|
Discover QuickServe®, Cummins’ source of power for Legendary Service
Other News
Subscribe to newsletter
| 13 Sep 2012 |
Cummins Inc. has always invested heavily in the development of its service channel, committing to unparalleled service performance, which its customers have now come to expect.
With this commitment in mind, Cummins Middle East (CME) launched the QuickServe® process in January 2011, firing the business ahead on its path to delivering legendary service. The QuickServe® Service Process consists of steps that have been proven globally as best practice for managing service.
QuickServe®'s intuitive customer interface ensures consistency which enables the delivery of continuous legendary service and customer satisfaction.
In addition, Cummins employs a Net Promoter Score (NPS) system, the results of which have been key motivators to the service process. For example, NPS results have shown that effective communication is a primary and paramount requirement of customers in the industry. In order to meet this requirement, the QuickServe® process includes customer communication as a core element throughout, ensuring the customer remains updated and informed about a job’s progress.
Firas Alam, CME QuickServe® Leader, explains that the remaining key factors of the process include QuickServe® “champions” having the right attitude. “They pay full attention to customers. This attentive, professional approach is useful in the Middle East, particularly because of the different cultures here.”
“As a champion, you should think, follow and improve the service process to get the job done; you should invest your knowledge and the group’s knowledge and get everyone involved; technicians, team leaders, foremen, service managers, branch managers, operation managers and the leadership team,” he says.
Another key focus for the champions in this process is to ensure customer satisfaction by putting the customers at ease through continually providing legendary service; champions are trained and empowered, to seek additional support when necessary.
Alam says the three primary investments that CME has made in its QuickServe® process combine the deployment of available skills, the support of experienced professionals in the company’s aftermarket department, and the procurement of high-end materials and products.
At this stage the success that the QuickServe® process has had in CME is evident in the implementation and standardization of CME job cards, favorable audits and reviews, improved NPS scores, and the completion of comprehensive action plans. The process is monitored by Key Performance Indicators (KPIs) and international audit systems in order to ensure that policy is being practiced.
The QuickServe®champions at CME strongly believe in the process, which is apparent in the high standards of service excellence that customers in the Middle East have come to expect from Cummins. Alam states that he believes in QuickServe® for three reasons; it allows CME to sell a reputable service ahead of the sale of a product, setting CME apart from its competitors. Secondly, to him QuickServe® is knowledge, and knowledge is confidence in the ability to retain customer satisfaction and attract future clients. And finally, Alam affirms that “QuickServe® is Cummins’ methodology in providing legendary service and we are seeing good results following its implementation – yes, it works!”
About CumminsCummins Inc., a global power leader, is a corporation of complementary business units that design, manufacture, distribute and service engines and related technologies, including fuel systems, controls, air handling, filtration, emission solutions and electrical power generation systems. Headquartered in Columbus, Indiana (USA), Cummins serves customers in more than 160 countries through its network of 550 Company-owned and independent distributor facilities and more than 5,700 dealer locations. In 2011, Cummins Inc. achieved revenue of $US18 billion.
Cummins Inc. ‘s presence in the Middle East began in 1956 and by early 2000, Cummins Middle East FZE, the first wholly-owned Cummins Inc. Distributor in the region, was established. In order for Cummins to strengthen its distribution network’s reach and better support the increasingly growing engine population in the wider region, the Cummins Middle East Regional Distribution Organization was set up in 2006 and now encompasses responsibility for the following 12 countries; UAE, Bahrain, Qatar, Yemen, Oman, Saudi Arabia, Kuwait, Jordan, Iraq, Lebanon, Afghanistan and Pakistan. In May of 2010, Cummins ME RDO and Cummins Middle East FZE inaugurated their joint headquarters in the United Arab Emirates.
Cummins in the Middle East has recently opened the High Horsepower Master Rebuild Centre in Dubai, which is part of a global network of purpose-built facilities dedicated to high quality and high volume rebuilds of Cummins high horsepower engines, certified to Cummins Global Standards.
Skyscraper Banners