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*************** We empower the voice of our Customer ******** We drive Communication & Continuous Improvement ******** We are accountable for Customer Satisfaction *************** Capstone Turbine Corporation In the Field As mentioned in the opening article, business partners have had good experiences sending employees back through training. From time to time, Capstone receives service phone calls from people who are uncomfortable performing basic troubleshooting procedures. To be an ASP they have obviously been through the ASP course. Either because of delay between training and using skills or being faced with new products, they just feel out of their comfort zone. These people have very good technical skills, but are just a little uncomfortable with how to apply this to the MicroTurbine system. This type of experience was encountered recently. A service provider had been trained long ago. The challenge faced was little opportunity for real world experience. Skills that were just learned could not be exercised to further solidify what had been taught. To make things even worse, product developments created further difficulties. Through a simple conversation it became evident that this person could greatly benefit from refresher training. It felt like night and day when this person went back out into the field to perform. Our Technical Support team could see increased awareness and confidence in this ASP’s ability. Time on the phone was reduced. Time on the job sight was reduced. Customers were happier. The business partner was able to service more sites with this one employee. Good service is important to the success of the MicroTurbine business. Having well trained ASPs in the field will make a substantial difference in the customer experience and service business potential. Send Your Ideas... We’d love to hear from you. Submit your feedback about this or suggestions for future editions to: Emergency Support Hotline: 818-407-3600 service@capstoneturbine.com Quality and Customer Service Group What’s Wrong With This Picture? See page 3 for the answer Recently Released It is required to submit a Commissioning Checklist to Capstone within 30 days to validate your installation and certify the MicroTurbine warranty. This month, a new Commissioning Checklist was released to help facilitate the process. The checklist has been split into the actual Checklist that must be signed by the ASP and returned to Capstone and a separate procedure Work Instruction. In addition, we have released a new Installation Checklist that can be reviewed earlier in the process to ensure proper installation steps. The new Commissioning Checklist is available as a Word form to further expedite the process in electronic format. Several new documents were released last month: • SB0055: Injector Replacement • 440002: Liquid Manifold Replacement Work Instruction (WI) • 440006: Gaseous Injector Replacement WI • 440007: Liquid Fuel Injector Replacement WI • SB0056: SPV v2.14 Software Compatibility • SB0057: C60 Fan Failures • SB0058: C60 SW V4.91 Upgrade Required • 440000: Scheduled Maintenance WI • 460006: Commissioning Checklist (replaces 512903) • 440052: Commissioning Procedures WI • 460021: Installation Checklist • 410032: MultiPac Tech Ref Refer to the Member’s Only section of the website for the latest documentation. The Service Connection (June 2003) This information is proprietary to Capstone Turbine Corporation. Neither this document nor the information contained herein shall be copied, disclosed to others, or used for any purposes other than the specific purpose for which this document was delivered. Capstone reserves the right to change or modify without notice, the design, the product specifications, and/or the contents of this document without incurring any obligation either with respect to equipment previously sold or in the process of construction. *************** We empower the voice of our Customer ******** We drive Communication & Continuous Improvement ******** We are accountable for Customer Satisfaction *************** 2 ************************************ We empower the voice of our Customer ******************** We drive Communication & Continuous Improvement ******************* We are accountable for Customer Satisfaction ************************************ ************************************ We empower the voice of our Customer ******************* We drive Communication & Continuous Improvement ******************* We are accountable for Customer Satisfaction ************************************PDF Image | Capstone Turbine Corporation Quality and Customer Service Group Vol. 2 6.6.2003
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