Cummins Service and Support - Cummins.com
Cummins Service and Support - Cummins.com
Cummins Service and Support - Cummins.com
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QuickServe <strong>Service</strong> Process<br />
Fast, Responsive <strong>Service</strong> <strong>Support</strong><br />
<strong>Cummins</strong> QuickServe raises the bar to a whole new level<br />
of service excellence. Our aim is to provide customers<br />
with world-class support that is fast, responsive, flexible,<br />
convenient <strong>and</strong> minimises equipment downtime –<br />
giving you legendary service.<br />
Consistency <strong>and</strong> Dependability -<br />
The QuickServe EveryTime SPRINT<br />
Through 2011 a team of Process Champions have been<br />
driving the deployment of the <strong>Cummins</strong> st<strong>and</strong>ard for<br />
managing <strong>Service</strong> Events across the entire distribution<br />
channel – The QuickServe <strong>Service</strong> Process.<br />
Based on many years of proven ‘best practice’ service<br />
development the service staff at all <strong>Cummins</strong> locations<br />
are being qualified to a high st<strong>and</strong>ard in the effective<br />
execution of this process – a key step on the path<br />
to Legendary <strong>Service</strong>.<br />
The QuickServe <strong>Service</strong> Process <strong>com</strong>prises of two<br />
processes: one 7 step process for In-Shop <strong>and</strong> one<br />
8 step process for Mobile repairs, each designed<br />
to address the unique requirements for the customer<br />
in that situation. Qualification to this <strong>com</strong>pany wide<br />
st<strong>and</strong>ard ensures that our customers experience the<br />
benefits of a rugged, disciplined <strong>and</strong> customer focused<br />
service event – EveryTime.<br />
Specialist Workshop <strong>Service</strong><br />
Where work such as an engine overhaul dem<strong>and</strong>s<br />
in‐shop service, <strong>Cummins</strong> provides specialised<br />
workshop-based support from a network of fully<br />
equipped, modern <strong>Service</strong> Centres at key regional<br />
locations across Europe, Middle East <strong>and</strong> Africa.<br />
QuickServe aims to provide the following st<strong>and</strong>ard repair<br />
times (‘SRT’) for workshop service:-<br />
• Repair plan <strong>and</strong> quotation – provided within 1 hour<br />
of equipment arrival<br />
• Minor repairs (< 4 hours SRT) –<br />
<strong>com</strong>pleted within 6 hours of equipment arrival<br />
• Major repairs (> 4 hours SRT) –<br />
<strong>com</strong>pleted within 24 hours of equipment arrival<br />
• Engine change (> 18 hours SRT) –<br />
<strong>com</strong>pleted within 4 working days of vehicle arrival<br />
Greet the Customer<br />
The QuickServe <strong>Service</strong> Process<br />
Stage the Repair<br />
(Mobile Only)<br />
Diagnose the<br />
Equipment<br />
Develop the Quote /<br />
Repair Plan<br />
Communicate<br />
the Quote<br />
Carry out the Repair<br />
Invoice the Customer<br />
Final Customer<br />
Communication
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