Cummins Service and Support - Cummins.com

Legendary Service -
How we make the Difference
With our Investment in Programmes
EXCEL
EXCEL is Cummins’ internal quality evaluation system,
designed to support our Distributors in developing
their processes and investing in resources. All service
locations are regularly evaluated against over 40 criteria
focused on Distributor capability. The aim is to recognise
the service capability improvements achieved by
Distributors and identify areas where they can further
develop to meet the challenges of being a legendary
service provider.
Through the Lens of the Customer (TLC)
Customer Service Excellence is one of Cummins’ critical
business initiatives focused on becoming customers’
first choice. In support of the Cummins brand promise
of dependability, CSE focuses on all customerfacing
processes ‘through the lens of the customer’
to significantly improve our performance.
The objective for this initiative is to ensure Cummins’
employees fully understand what is really important
to our customers and create a ‘wow’ factor for our
customers by consistently delivering a customer
experience that exceeds their expectations. Based upon
the book, “Unleashing Excellence: The Complete
Guide to Ultimate Customer Service,” by Dennis Snow
and Eri Yanovitch, this initiative focuses on building
a culture that is truly customer-focused.
Job Safety Analysis (JSA)
Our core business and the development of our products
can include some risks and could lead to incidents.
To ensure we avoid incidents and achieve our objective
of zero incidents in all locations, we have developed
a Job Safety Assessment process that enables
our technicians to identify hazards in the workplace
and in the environment, prior starting a task and during
the task completion. This assessment is reviewed
by management who then coach our technicians
in completing tasks.
The JSA process ensures we:
• Identify and control all hazards for routine and
non-routine tasks during interventions to repair or
troubleshoot a product, in the workshop or in the field
• Stop unsafe acts when observed, we do not want
to take any risks for the health and safety of our
technicians and surrounding employees
• Strengthen everyone’s accountability in nurturing safe
work practices and healthy environments
• Increase the visibility of management’s commitment
in leading by example and in coaching technicians
to reinforce their safety
Net Promoter Score (NPS)
We recognise the vital importance of receiving feedback
from customers on the quality of their experiences
as Cummins customers. The Net Promoter Score system
is being gradually introduced throughout EMEA and NPS
scores are now available for 41 service locations.
The Net Promoter Score is a measure of customer loyalty,
developed as a simple way of creating a clear perception
of a company’s performance through its customers’ eyes.
For Service events, an interviewer from a third party
call centre conducts a brief survey on Cummins’ behalf
with customers. Certain customers receive email
surveys asking about the effectiveness of their business
relationship with Cummins. Complaints and concerns
are immediately referred to the relevant Distributor
or Account Manager who then gets back to the
customer to investigate further and take action to resolve
the problem.