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  1. #1
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    Mar 2005
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    Wilbraham, MA
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    The latest issue of Industry Week contains an impressive article dealing with the importance of providing excellent customer service. In this article, Bob Skodzinsky, known to many from his days at W/S and elsewhere in our industry, talks about his current position as President of a Haas Factory Outlet in Flat Rock, MI. He is graded on the ability of his service technicians to meet the one-stop repair standard that Haas Automation has established. He says in the article that the Haas factory sets a 90% compliance goal for this one-stop standard, and that this gets monitored through customer surveys. The survey that customers send in to report on service work done includes items such as response time, keeping to schedule, and first call completion. To help in all this, Haas maintains repair parts inventory valued at $50 million at their over 100 Factory Outlets and in their Haas labeled service vans. Bob has 12 of these vans within his MI territory! I believe that this kind of attention to field service is one of the major reasons that Haas has gained such an outstanding reputation in our industry.

    The same article also talks about Mazak and Mori Seiki, but it was the Haas portion that I found most interesting.

  2. #2
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    Mar 2005
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    Nokomis, FL
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    Jack,
    Nice topic.
    Who would you nominate from the past regarding top notch field service?
    I nominate Moog & Warner & Swasey.

  3. #3
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    Mar 2005
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    I would say, without any doubt, that W/S had the best team of Service Engineers in the industry for almost its entire history. These guys, 95% out of High School and right into the Regular Apprentice Program, were so well prepared for their work that is was usually easy. Almost all had this kind of thorough preparation for the field until we got into real difficulties with the new 1-SC machines going down left and right, with a terrible control problem. (Bad chips from Motorola.) Then, W/S did the right thing, and quickly hired aboard a group of fine guys just out of the Armed Forces, where they had worked on an array of military equipment, mostly aircraft. They did not have time to learn most of the mechanical aspects of our machines, but that was not the problem that would usually confront them - it would be the controls. And that, those men could handle well. Countless times we had them respond to down machines in New England, and they were the stars who pulled us out of serious situations with many customers, often working solo, becuase our own guys were off on someone elses 1-SC!

    The best customer is a satisfied customer. A good way to tell how you are doing to see how many customers are repeat customers. Well, great service can give the best answers to both of those requirements for success.


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