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case studies - Dresser-Rand

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DRIVING EFFICIENCY IN OUR<br />

CLIENTS’ OPERATIONS<br />

14 DRESSER-RAND<br />

We engage our clients at all levels of their organizations on a day-to-day<br />

basis as well as in executive dialogue regarding their most pressing issues.<br />

Through our alliance agreements with key clients, we have developed<br />

performance metrics. We have also established semiannual or annual<br />

executive-to-executive communications (executive sponsor meetings)<br />

where collaborative exchange is held on issues such as safety, reliability,<br />

operational performance, technology needs, future business projections,<br />

and supply chain.<br />

As with our 2009 report, we again chose to obtain an in-depth view of our<br />

2010 Sustainability Report from one of our largest clients to obtain critical<br />

“voice of client” feedback on our activities and the report itself. Some of that<br />

feedback is incorporated into this report.<br />

We maintain an intense client focus through:<br />

• Our New Equipment and Services client-facing organization, whose mission<br />

is to earn client loyalty for life<br />

• 49 service and support centers and 76 sales offices in 32 countries,<br />

with plans to add more to provide responsive support and service<br />

to our clients’ installed base<br />

• A global network of approximately 180 independent representatives,<br />

all of whom promote our brand, sell our products and provide service<br />

and aftermarket support to our installed base locally in more than<br />

150 countries<br />

• Enhanced relationships and alliance agreements with key clients;<br />

we have more of these relationships in place than any other original<br />

equipment manufacturer in the markets we serve<br />

• Configuration sessions or tools that minimize cycle time and help<br />

our clients optimize their equipment solutions<br />

• Technology updates<br />

• Our Client Interface Response System (CIRS)—an interactive, Web-based<br />

tool that allows clients to communicate with <strong>Dresser</strong>-<strong>Rand</strong> technical<br />

experts about an issue, technical query or problem on a specific piece<br />

of existing equipment<br />

• On-line, on-site or off-site product training<br />

We are hard at work providing the most reliable and efficient rotating<br />

equipment technology and service solutions with a view towards earning<br />

client loyalty for life.<br />

Jesus Pacheco<br />

Executive Vice President, New Equipment Worldwide

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