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Publication Title | Capstone Turbine Corporation Quality and Customer Service Group Vol.2/ 10.10.2003

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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 10, OCTOBER 2003

From the VP of Customer Service

With our new leadership team, Capstone is continuing its focus on Reliability. From all of our efforts within Customer Service over the last couple of years we are very excited to see this as a continued focus for the company as a whole. Mark Gilbreth has accepted the role as Program Manager of Reliability. He will continue to work with Customer Service to work on the issues that are most affecting you. Mark is currently working with all areas of the organization to review our reliability data and create project teams to address the top issues.

You may have heard about some of the results of this focus through recent news releases. We recently stopped shipment of new systems to resolve supplier quality issues. The Model C60 issues have been resolved and systems are being shipped. The root cause and solution for the Model C30 Foil Bearing RFC (low pressure) systems has been identified by our engineering team. We expect the low pressure system issues to be resolved and shipments resumed by October 15th.

As we continue our reliability efforts, we will continue to release Service Notices to make you aware of issues we identify and follow up with the Service Bulletins as problems are resolved. Please submit your detailed Field Service Reports within 30 days of repair as this data is critical to our reliability efforts.

What’s Wrong With This Picture?

See answer on page 3.

ASP Management

The back flow damper upgrade is now underway. Capstone's ASP Account manager will be calling to inform each service provider about expected lead time and delivery. In preparation for this upgrade, please make sure you READ all relevant documentation and understand its contents. The service bulletin, work instructions, outline, installation, and damper drawings are all available on the website at www.microturbine.com. The documents referenced provide sufficient information to allow an Authorized Service Provider to properly install the new backflow damper. Good Luck!

Technical Support Our Team

The Technical Support Department is currently undergoing changes in order to better satisfy the needs of our growing customer base. In an effort to reduce our Mean Time to Repair (MTTR), we have added two new key members to our group: Kurt Mills and Tony Shuter.

Kurt is joining the Technical Support Department as a Senior Field Support Engineer for the West coast. His fuel system and combustion expertise will be a definite asset to our customers. Tony, who has a strong customer service background, has joined the team as a Technical Support Representative. His skills will enable him to provide the required level of support to our BP’s. Do not hesitate to use our Department’s skills to full capacity. We are here to help!!

Send Your Ideas...

We’d love to hear from you. Submit your feedback about this or suggestions for future editions to:

Emergency Support Hotline: 818-407-3600

service@capstoneturbine.com

B

The Service Connection (October 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/ 10.10.2003



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