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Advertising Feature ■
training in the UK from the
manufacturer’s product
managers and other specialist
staff. But training doesn’t stop
at product information:
dealers are kept informed of
both current and impending
legislation so they can help
protect the interests of their
customers.
Along with its vast array of
practical, hands-on training,
Mitsubishi has a ground-
breaking e-learning
programme that allows each
participant to learn at his or
her own pace – with
rigorous monitoring
procedures to make sure
that progress is genuine.
as leaders in product support.” “When it comes to product
Terry Foreman cited replacement parts as a support, we really have no
good example. Identifying and ordering parts serious rival,” said Terry
has been streamlined through an online parts Foreman. “Our combination
information system which provides dealers of exceptional product
with a wealth of different data, including the reliability and unrivalled
facility to find any component for any model product support is possible
– instantly. Moreover, because it is electronic only through the unique
it is always available… and always up to date. global-local partnership
From its central store, Mitsubishi will enjoyed by Mitsubishi and its
High levels of customer satisfaction have also been measured for
the Mitsubishi warehouse range, for which the new RBN series
deliver parts, next day, to any location – dealer network. A partnership
reach truck is the flagship.
which means that the local parts availability in which local dealers, fully
reflects the main store parts availability. equipped to respond quickly to customers’ packages.”
Typically, parts are sent to the dealer day-to-day needs, are backed up by the To learn more about this unique initiative,
premises, but they can equally be delivered to massive resources and cutting-edge call the Mitsubishi Greenline – 0845 371 3048
the customer’s own premises or direct to a technology of a huge global corporation. – or contact your local Mitsubishi dealer by
service engineer’s van – whichever is most That’s why only Mitsubishi can offer such following the links on the company website:
effective. extensive and comprehensive warranty www.mitsubishi-forklift.co.uk
How successful is that service? Well, unlike
any of its competitors, Mitsubishi uses a The N series of 1.5 to 3.5 tonne diesel and gas powered counterbalance trucks – typical of the products
‘hard’ measurement to define its success in that helped to place Mitsubishi top for customer loyalty in the independent Benchmark survey.
terms of first-pick full order fulfilled. In other
words, if you order a hundred line items and
just one is missing, that will be classed as an
order not fulfilled (regardless of the fact that
99 others were available!). At present
Mitsubishi is achieving an industry-leading 97
per cent first-pick full order fulfilled!
Another key system to which each engineer
has day-and-night access is the Mitsubishi
Remote Service Centre. This provides online
information such as service manuals, update
bulletins, wiring diagrams, machine build
data… opening up a vast resource of technical
information that allows an engineer to solve
any problem, in any location, at any time.
To ensure that all of these engineers are
truly competent to carry out their duties, every
one of them is factory-trained at a Mitsubishi
base in the Netherlands and receives ongoing
www.PressOnShD.com April 2007 ShD 13
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