case studies - Dresser-Rand
case studies - Dresser-Rand
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