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Publication Title | Capstone Turbine Corporation Quality and Customer Service Group Vol. 2 3.3.2003

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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

VOLUME 2, NUMBER 3, MARCH 2003

From the Director

February’s newsletter focused on the need for reliable power generation products. It identified several steps from raw goods to field operations that need to be addressed. Capstone holds responsibility for many of those steps and we will keep you posted of the results. This month we focus on a topic where you, the Service Provider, can help make a difference in the customer’s experience - Mean Time To Repair (MTTR).

MTTR can play a significant role on the availability of operating equipment. Let’s start with a customer requested availability of 98.0%. Assuming 7 incidents were to occur in a year that could be repaired in 24 hours time, the customer’s availability would be 98.1%. The same number of failures taking 48 hours to repair would be 96.2%. When it takes two weeks to remedy incidents, as some customers have experienced, the result is a disturbing 73.2% availability. Ouch!

The purpose of these statistics is not to point fingers and they are not to place the onus of availability specifically on the Service Provider’s shoulders. There are obviously two factors in the availability equation where Capstone and the Service Provider both play a part. Capstone would like to make sure the Service Providers are empowered to understand YOU CAN MAKE A DIFFERENCE!

Our service model is designed for Capstone to provide manufacturer support and the Service Provider to provide direct customer service. Capstone offers training, spare parts manufacturing, documentation, technical support, and warranty adjudication. Service Providers sell service or contracts to answer customer calls, provide onsite support, diagnosis problems, and replace failed components. Capstone values the difference you can make to customer satisfaction! A time commitment to call response gets problem resolution started

without delays. Your knowledge from training and experience with systems helps diagnosis problems quickly. Having documentation onsite and knowing where to find answers puts the power to resolve issues in your hands. Spare parts and tool availability not only facilitates troubleshooting, but allows you to fix failures, without added time and travel delays.

Technology adoption is a difficult process and Customer Satisfaction will be a significant factor. Your role in reducing MTTR can increase availability and make a huge impact in the adoption rate.

Thank you for your continued support to stand behind Capstone products.

What is Wrong with This Picture?

The Service Connection (Mar 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 ***************

(See answer section on page 2)

Quality and Reliability

Regulator

Cm

prssr

Please devote time while making on-site repairs to secure all components and panels with proper fasteners. Fasteners on circuit boards and electronics packaging play a significant role in properly grounding electrical circuits or providing EMI protection. For mechanical and package panels, they are often used to seal surfaces from unwanted leaks. Subsequent failures due to small oversights may result in collateral failures requiring longer repair times.

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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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