THE SNIDER GROUP - Brandeis Focusing on Solutions magazine

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KOMATSU & YOURELIABLE EQUIPMENTRESPONSIVE SERVICEWORKING TO BE <strong>THE</strong> BESTKomatsu and our distributors are committedto providing “world-class” product supportQUESTION: When most of us think ofproduct support, we think of distributors’ partsdepartments, shops, field trucks, techniciansand PSSRs. What is Komatsu’s role indelivering product support to equipment users?ANSWER: Likening it to my militarybackground, the distributors’ parts and servicepersonnel are on the front line, while we aretypically in the rear, supporting their efforts.We’re a resource for them. We have access tomachine information from across the countryand throughout the world. By collecting thatinformation and passing it on, we’re able tohelp the distributor do a better job of meetingcustomers’ parts and service needs.Of course, we also provide training fordistributor personnel. We recently institutedthe Komatsu Learning Management System(KLMS) whereby we track the level of techniciancertification as a way to measure the quality ofthe service our distributors are providing. Wealso make field calls with their technicians whenneeded. And on the parts side, from detailedhistories on hundreds and even thousandsof machines, we know what parts need to bestocked at the local level. We also let distributorsknow the optimum number of techs, trucks andPSSRs they should have based on their territoryand inventory.QUESTION: In regard to supplyingreplacement parts in a timely manner, how isKomatsu’s regional parts depot concept comingalong?ANSWER: It’s no longer just a concept. Wealready have regional parts depots up andoperating in Pittsburgh, Las Vegas and Denver,and we’ll be adding three more — Minneapolis,Portland and Savannah — within the next year.This is one of a series of articles basedon interviews with key people atKomatsu discussing the company’scommitment to its customers in theconstruction and mining industries— and their visions for the future.Mike Evans,VP Product Support, Komatsu AmericaAfter earning a civil engineering degree from the U.S. MilitaryAcademy at West Point, Mike Evans spent five years as a militaryofficer in the Army’s heavy equipment division, including servingas a tank platoon leader in the first Gulf War. He later served as aBattalion Maintenance Officer in charge of repair and maintenanceof 54 tanks.With that background, he joined the service department ofKomatsu America in 1995, eventually becoming Manager ofTechnical Support for Komatsu Mining Systems. Mike left Komatsuto work at the distributor level of the equipment business, andlater joined a motorcoach manufacturer for a time. In late 2003, hereturned to Komatsu as Vice President of Parts, and early this year,he was promoted to Vice President of Product Support.“In this position I oversee activities of the Komatsu parts andservice departments and develop strategies on how we can bestserve our distributors and their customers,” Mike explained. “We’redeveloping programs and systems to help us achieve truly excellent,world-class product support. Our goal is zero downtime. Can weever achieve it? Probably not, but we’ll definitely never achieve it ifit’s not our goal.”Married with five children, Mike likes to spend most of his freetime with his family, but he says his other passion is skiing. “Iespecially love downhill skiing, which I do as often as possibleduring the season, including taking a week’s vacation out to themountains each year. For me, it’s the best way to relax and havefun.”Continued . . .
Page 3: IN THIS ISSUETHE <
Page 6 and 7: Snider Group emphasizes safety and
Page 9 and 10: GUEST OPINION“AMERICANS FOR PURE
Page 11 and 12: Eliminating idling and reducing tra
Page 13: Indianapolis, IN • (317) 872-8410
Page 16 and 17: Major improvements to D155AX-6 Sigm
Page 18: MORE NEW PRODUCTSRELIABLE EQUIPMENT
Page 22 and 23: G O R M A N - R U P P P R I M I N G
Page 26 and 27: Product support is Komatsu priority
Page 28 and 29: ON THE LIGHT SIDE
Page 30 and 31: DISTRIBUTOR CERTIFIEDRELIABLE EQUIP
Page 32: C.P.I.P.O. Box 1689C.R., IA 52406-1

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