Global Microturbine - Global Energy LLC


Publication Title | Capstone Turbine Corporation Quality and Customer Service Group Vol. 2 6.6.2003

Microturbine Search Engine Series

Capstone Turbine Publications search was updated real-time via Filemaker on:

Capstone Turbine Publications | Return to Search List

Search Completed | Title | Capstone Turbine Corporation Quality and Customer Service Group Vol. 2 6.6.2003
Original File Name Searched: ServiceConnection_June2003.pdf | Google It | Yahoo | Bing



Page Number: 001
Previous Page View | Next Page View

Text | Capstone Turbine Corporation Quality and Customer Service Group Vol. 2 6.6.2003 | 001



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

Training is an essential requirement to develop an efficient business model. Every business contains processes that must be executed to meet the customer needs. Costs can be extremely high and customer satisfaction affected when issues take longer than needed. Often the easiest way to improve the situation is through focused training courses.

It is important to the performance of Capstone’s Call Center that Technical Support representatives be trained on a regular basis. New products would be extremely challenging to support without some product introduction. Refresher courses on older products reveal insight to new issues that may arise. Skill set training including electronics, fuel, and safety can assist in the resolution of new issues. An hour every week at Capstone is scheduled for training employees.

Capstone’s Trainers even require training. They receive special training as course material is developed. As well they receive periodic training outside Capstone to develop new methods of training. Wow, even trainers require training.

Capstone makes available an ASP Training course for our business partners. This course focuses on basic installation, operation, and troubleshooting. Capstone is continually improving this course to refine its content and provide better value. Several ASPs have returned to this course after having had field experience and reported it made a huge impact on their performance.

Capstone has expanded its training for 2003 to include more focused courses. Installation Training offers an avenue to educate subcontractors/installers about the specific needs for installation of a MicroTurbine. Technician Training offers end users who have onsite personnel basic operation and preventive maintenance skills.

New courses are currently under development for the second half of 2003. Soon, Web Based Training will be released requiring certified ASPs to take a refresher course every year online. This will help them stay up on the latest process, technical, and product information. An Advance Course is under development for more in depth MicroTurbine knowledge providing our business partners the opportunity to become more independent.

Capstone is excited about the difference that can be made through training people. Issues can be resolved more quickly with the right skills. Potential issues can be spotted and have preventive measures applied before they become problems.

To find out what training is available to assist read further or go online to www.microturbine.com (Members Section).

Best Practice Tip of the Month

Taking the time to walk through the User's Manual with end users is not only a critical step in the commissioning process but is a true benefit to service provider operations. The value of customers understanding system functions like severity level 3 fault codes can save service providers time and money. Proper training of basic operation will enable end users the capability to bring MicroTurbines online and perform basic troubleshooting without service callout intervention.

However, not only should the end user understand the basic operation of the MicroTurbine, but also be informed about the safety information, service contact information, Capstone standard warranty, mantainance intervals, etc. To make sure you cover all these items in training, Capstone has added an Operator Training section to our newly released Commissioning Checklist Procedures Work Instructions. The MicroTurbine User’s Manual serves as a great training tool for operators to use while performing this process.

VOLUME 2, NUMBER 6, JUNE 2003

The Service Connection (June 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 ***************

1

************************************ 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 6.6.2003



capstone-turbine-corporation-quality-and-customer-service-group-vol-2-662003
Capstone Turbine For Sale - Microturbine C30 C65 C200 C600 C800 C1000 - Go to microturbine website

Search Engine Contact: greg@globalmicroturbine.com