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Publication Title | Capstone Turbine Corporation Quality and Customer Service Group Vol.2 / 8.8.2003

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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 8, AUGUST 2003

From the Director

Our recent Distributor Roundtable was an exciting time to meet with many of you. This years North American roundtable was held right here at our very own Capstone facility. In addition to the normal information exchange, it was a golden opportunity for our partners to meet several other faces within Capstone.

Personally I was very happy with the open candid dialog that was presented. These events can tend to be a “going through the motions” session where partners are presented how everything is great from the manufacturer. While new excitement about future opportunities is essential, it is also important to make sure that basic issues get highlighted and resolved to avoid future disaster. Many of you gave great insight into such topics.

For the Customer Service organization within Capstone our efforts will be focused on improving the order management process, enhancing the call center capabilities, more onsite support, and continued work to resolve field issues more expeditiously. Our order management team will focus toward improved on-time delivery, accurate shipping instructions, and shipping notification. Our call center will continue to evolve with tools and skills that assist you in resolving issues quickly. Our commitment within the organization to be your voice for preventing field issues from re- occurring will persist.

For future business opportunity we will continue to identify service products that assist in the sale of new systems. As many are aware Capstone announced a three year warranty with new C60 sales. There will be continued investigation into the possibilities of fixed maintenance costs service arrangements.

If we did not hear what you had to say, please give me a call, Mark Gilbreth (818) 407-3798 or email service@capstoneturbine.com.

The Technical Support 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 created two new Field Service positions in the group. One of our Technical Support Engineers, Mark Parriott, will be relocating to New York at the beginning of August 2003. Mark’s extensive knowledge of the product will greatly improve the level of support provided to our customers located East of the Mississippi. We are actively trying to fill the same position on the West Coast.

In the Field

The feedback we receive from our ASP’s is invaluable. Accurate and timely reports of field failures permit us to address quality issues with the product. Your input into this quality process enables us to improve as a company dedicated to producing a quality product. Your recent field discoveries have enabled us to accomplish the following improvements:

• C60 Fan/ Fan Inverter Redesign

• C30 BCT Power Board Redesign

• ELOR Improvements

• C30/C60 UCB Redesign

• Improved Quality Control of

Semikron IGBT’s

When a field failure occurs, our customers want to know what went wrong with there system. Therefore, we have implemented a failure analysis program. If our customer requires a failure analysis report, please indicate this in the appropriate checkbox on the FSR form. We will prioritize failure analysis based on ASP requests.

The Service Connection (August 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 ***************

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

Image | Capstone Turbine Corporation Quality and Customer Service Group Vol.2 / 8.8.2003



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