Chief Operating Officer & Corporate Secretary David Alban announced that Ring Power Corporation is the first Cat dealer of the Caterpillar Atlanta District to achieve Service Excellence Gold for delivering heavy equipment customers the highest quality in product support facilities, processes and culture. Only three other Cat dealers in North America achieved the Gold rating for Service Excellence Performance in 2016.
Service Excellence Performance (SEP) was developed by Caterpillar to promote consistency throughout the Cat dealer network by continuously evaluating and improving each dealer's service performance with respect to market share, parts and service capabilities, and customer experience.
The criteria used to rate a dealership's service operations are detailed and extensive. “Service Metrics” (results-based) data on efficiency, effectiveness, profitability and customer satisfaction are gathered on a quarterly basis from transactional surveys, dealer financial reports, district contamination control assessments, skill gap analyses, training records and dealer business systems. “Service Attributes” (behavior-based) data on safety, sustainability, operational management, leadership, customer focus, learning and development, innovation, employee engagement and 37 other factors are gathered once a year during a face-to-face meeting between the Caterpillar district and dealer senior service management teams.
In addition to determining a dealer's strengths and weaknesses and setting the dealer's capacity and capability priorities, the resulting scores rank the dealer's service performance in relation to that of all Cat dealers worldwide.
Ring Power's Service Excellence Performance has been steadily rising since the program was first implemented two years ago. Starting off with a Bronze rating in the first quarter 2015, the efforts of the service and product support teams to improve ― everything from planning, budgeting and building accountability to managing personnel resources ― had earned a solid Silver by the fourth quarter that same year. One year later, Ring Power has joined an elite group of 14 Cat dealers worldwide to achieve SEP Gold.
“This is an exceptional accomplishment for your organization, but not simply because of metrics or attributes,” said Caterpillar Inc. Atlanta District Product Support Operations Representative Evan Dagit. “This formally represents to Caterpillar what I am fortunate enough to see each visit: the every-day culture of product support excellence Ring Power has fostered through its people.”
For more information, visit www.ringpower.com.