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*************** We empower the voice of our Customer ******** We drive Communication & Continuous Improvement ******** We are accountable for Customer Satisfaction ***************

Capstone Turbine Corporation Quality and Customer Service Group

Capstone Turbine Corporation

The Service Connection

The Service Connection

From the Director

Happy New Year! Hope everyone had a safe and wonderful Holiday Season with family and friends. It is a beneficial time each year for one to reflect on events of the previous year, share these ideas with others, and gain a new perspective on the upcoming year.

We are excited to have been able to make several changes here at Capstone this past year. Our call center has really taken shape with the new phone system, staffing, technical abilities, and processes that allow us to achieve much faster response to service needs. Implementation of our Quality Tracking Management System (QTMS) software allows our team to track incidents, manage follow-up, and document details giving the issues you report visibility within the Capstone organization. Integration of this system has created a significant cultural shift to focus on quality issues. Our site visit program provided an opportunity to work with many of you to understand field issues and perform system upgrades. We have seen a significant decrease in the number of returned components from fielded systems based on these quality initiatives. Our Technical Documentation and Training now provide broader coverage and more in depth technical knowledge for your success. Establishment of the ASP Management team created a direct contact within service for discussing commercial issues with you. These are just some of the changes that have made a significant difference on the service support you can expect.

More powerful changes are to be implemented in the upcoming year. While further development will occur on service infrastructure and quality issues, we are enthusiastic about working with you, our partners, on commercial issues that directly affect end users. Implementation of a customer satisfaction metric will be key. A third party service organization will conduct phone interviews following product deliveries, system installations, and service calls to monitor how we

The Service Connection (Jan 2003)

are performing. All systems will have an assigned service provider. ASP Management will work with each of you to define a consistent service model including products and services. We are aiming to have all of our service partners providing a MTTR of less than 48 hours. Clear focus on overall service costs will be addressed. Releasing a 2003 Service Price List is only the first step. It may not be easy, but making these changes will have a huge impact on market acceptance.

Thank you again to our service partners for your support through 2002. We hope you have noticed the changes Capstone is making as an organization. We are serious about making the MicroTurbine product a success. We look forward to working with each of you to revolutionize this business in 2003.

Best Practice Tip of the Month

Before returning material to Capstone, please ensure that all components are properly packed and labeled. Also verify that the parts listed on the Return Material Authorization (RMA) match the contents of the box. Refer to the RMA Procedure (512176-001 Rev D) available on the Member’s Only section of the website for further details.

VOLUME 2, NUMBER 1, JANUARY 2003

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This information is proprietary to Capstone Turbine Corporation. Neither this document nor the information contained herein shall be copied, disclosed to others, or used for any purposes other than the specific purpose for which this document was delivered. Capstone reserves the right to change or modify without notice, the design, the product specifications, and/or the contents of this document without incurring any obligation either with respect to equipment previously sold or in the process of construction.

*************** We empower the voice of our Customer ******** We drive Communication & Continuous Improvement ******** We are accountable for Customer Satisfaction ***************

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************************************ We empower the voice of our Customer ******************** We drive Communication & Continuous Improvement ******************* We are accountable for Customer Satisfaction ************************************

************************************ We empower the voice of our Customer ******************* We drive Communication & Continuous Improvement ******************* We are accountable for Customer Satisfaction ************************************

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