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Publication Title | Capstone Turbine Corporation Quality and Customer Service Group Vol. 2 / 2.2.2003

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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

It is recognized that products in the power generation market require a high level of quality to be successful. Many customers are stepping out to try a new technology trusting that it will provide a better solution than existing infrastructure. They are expecting new solutions to operate with high availability and meet payback calculations. These are clearly the challenges we face. Quality at all levels is required to make this happen.

Capstone makes quality a focus for all parts of the organization to meet this expectation.

Customers require responsiveness to their MicroTurbine service needs. Our service partners help by being on site prepared with the right knowledge, tools, and parts to meet those needs. Managing the issue. Taking care of the customer. Creating a quality service experience.

Service partners require manufacturers support. Quality training, documentation, and technical support are needed to make this happen. This requires Capstone to provide up to date information and continually train our staff.

Timely delivery of systems and parts is required. Proper distribution including stocking parts for quick customer response, making parts available per lead times, and having a smooth process for Sales and Order Management are key.

Experience with our fielded fleet is providing a source of valuable information. Our Quality Tracking Management System (QTMS) manages this feedback and has created significant actions. Unfortunately these issues often arise after the customer has experienced a failure.

So we are pushing up stream. More emphasis and focus on helping our suppliers understand critical features of our components. Refining manufacturing processes to get things right the first time. Performing more frequent audits to

The Service Connection (Feb 2003)

ensure processes are controlled and changes do not slip through the cracks.

Pushing even further upstream. Refinements to our Product Development Process have been incorporated. Design reviews, qualification testing, and hand-off to operations represent clear quality checks.

Pushing all the way back. Clear definition of what the market wants before committing valuable resources.

All of us have a part in making the MicroTurbine experience a good one for the customer. We are committed to continually improving our quality and recognize that you are too. We look forward to working with you to “Meet or Exceed Customer Expectations”.

What is Wrong with This Picture?

See answer in Training section

Best Practice Tip of the Month

Upon Commissioning, be sure to provide end users operating and maintenance instructions with respect to the Capstone product. Also, explain Capstone’s product warranty to the end user. Be sure to review proper operating conditions and advise the end user on safety conditions. Remember to leave at least one copy of the Capstone MicroTurbine User’s Manual for the end user. It serves as a great training tool and has a page for providing them your ASP contact information.

1

VOLUME 2, NUMBER 2, February 2003

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 ***************

************************************ 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 ************************************

Image | Capstone Turbine Corporation Quality and Customer Service Group Vol. 2 / 2.2.2003



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