Service   | Product Service Support  | Quick Serve   | Service Excellence 

Service Excellence

Elements of Service Excellence

1. First Thing First
2. Trace the Foot Prints
3. How fast is fast
4. One Stop shop
5. Complete Picture
6. Availability Guarantee
7. Beyond Product Care
8. Parts Assistance
9. Cummins Care is every where
10. World Class Parts Support
11. Engine Overhauling Kit -All parts in one Box
12. First Pass Fill
13. Customized Parts System

First Thing First

The Service Value Package development begins with listening to our Customers with an open mind, and with a definite plan to implement what Customer expects. That is the reason we do extensive Customer satisfaction surveys across many markets, involving over thousand customers through renowned and experienced external agencies, apart from our internal Customer Survey. These surveys guide us for further improvement to enhance the customer care and maintain our excellence in service.

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Trace the Foot Prints

To know all our Customers we have a unique system of tracking Every Engine that is built in our plant till the engine reaches Customers through Engine Dispatch Advise (EDA) and ensuring that our Customers get the 4 free Services over a period of 2 years. In this we track engine location and send the advance information to our area Dealers about the new equipment coming in his area. This enables him organize the installation and commissioning Services.

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How fast is fast

A unique Service in India is Max Time to Restore (MTTR). In the unlikely event of a problem on Cummins Engine under warranty, we ensure that the engine is put back on road as fast as possible. Over the past several months the average time for restoration is 24 hours from the time we know the problem. We continuously track this on routine basis, send parts and from Pune to any place through special courier. For this we keep sufficiently large inventory of Spares and float engines both at Pune & field locations. The Simplified warranty claim system ensures on the spot settlement through dealer network.

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One Stop shop

Service Contract gives Customers a choice of availing expertise of Cummins trained Engineers at a nominal cost. Periodic Service visit & engine health inspection at regular intervals ensures trouble free operation of your Cummins Engine. We identified another need of Customer convenience, one Service source for complete Generator and developed a program called Single Point Service contract. This program ensures that Cummins will look after every thing that is part of DG Set, troubleshoot the Complaints, be it Engine, Electrical, Alternator or Control Panel. Cummins helps customers staff by imparting training on all systems of D G Sets, inventory planning and more importantly provide 24 hours emergency Service. Thus you delegate all your responsibility to Cummins.

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Complete Picture

All Diesel Engine needs various inputs other than air and diesel. Coolant and Lubrication are very vital to smooth & trouble free operation of these engines. In the wake of the situation and customer convenience in mind, Cummins identified the need to provide these products to Customers Cummins therefore forged into an alliance with Valvoline ltd USA , a international brand in lubricants to develop specially formulated oil for Cummins Engines operating in India. We also introduced coolant concentrate and Pre-mixed coolants for all engine models. This means you can depend on Cummins Dealers for excellent quality of Service that is complete in all respect right from Filters to oil to Coolant . i.e. One call , complete maintenance. This helps our Customer to devote more time to their normal Business.

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Availability Guarantee

From users Point of view, availability of engines is one thing which can never be overstressed, knowing this Cummins now Guarantees in Construction Projects as well as Genset hiring and Engine Hiring , the Minimum availability of engine per month. In most cases it is over 90% . This ensures that the engine is on road and running for doing the desired job and Cummins ensures that the necessary support is in place.

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Beyond Product Care

Cummins Power Care is beyond traditional Product support. It ventures in to partnership with Customer for complete range of Customer support activities. Support Plans are developed for our many fleet owners to suit there unique operational needs. We promise to provide under these support plans, what is important to Customer like Uptime, availability of spares, Training, Reconditioning/rebuilding.

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Parts Assistance

• Part numbers, Availability, New development.
• Technical Information- Operation and Maintenance practice, Repair Procedures.
• Service Network- Nearest Dealer or Service/Parts Location.
• Training and Literature - Availability of Training Programs, Literature.

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Cummins Care is every where

Cummins nation wide network of more than 79 Dealers, 5 Zonal Office, 22 Area offices and over 52 Service Centers spread over India, Nepal and Bhutan ensures that Cummins Service is available in close proximity.

Cummins alone has the unique advantage of touching all vital aspects of daily life.

Our everyday life products from Dairy products to baby food, cooking gas bottling plant to Pressure Cookers , and refrigerators to food products like Nestle, Pepsi, Parle, Cadbury, Coke uses Cummins Power to make our life enjoyable.

Our most sacred place is illuminated with Cummins Power like Golden Temple, Sathya Sai Baba Ashram at Puttaparthi, Ramkrishnan Mission at Belurmath, Baha's House of worship at Delhi.

Cummins Care is partner in life saving to many industries like Hatcheries and fisheries. Research Institute creating life saving drugs, medicine, Hospital and powering life line express

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World Class Parts Support

Cummins Parts Distribution systems is designed to make things easier and faster for our Customers while giving our customers the best available technology. .

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Engine Overhauling Kit -All parts in one Box

To make it easier for Customer to buy all necessary parts for overhauling the engine, without missing any vital components Cummins has introduced the concept of overhauling kit. You order One part number and get all what you want in one box.

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First Pass Fill

At Cummins we understand that it is important for you to get all the parts you ordered in shortest time possible. To evaluate our performance we have a system called First Pass Fill. We monitor the percentage of parts delivered to Customer within stipulated time. Continuos analysis of inventory and planning is the key to achieve our Goal of 100 % fulfillment of Customer's Order in first attempt.

You Own the Best, Repair with the Best

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Customized Parts System

Maintenance Kit: All filters for 300 Hrs change under one Number in one Box, Component Repair kits: Parts for repairing Cylinder head ,Fuel pump, Compressor etc. Upgrade Option -Conversion kits to enable Customer to up fit the engine with new and improved Parts to get benefit of improvements. Inventory Planning :- Assistance to formulate parts requirement , scheduling and ordering. Engine Down Orders - Top Priority to parts shipment for engines which are off-road.

The spares you buy are the same ones used to build the new engines in our plant. State of the art Research & development Center where we test our engine and Parts ensures that you get the best parts for your Cummins engine. Take for example the following

• Checking cleanliness with Millipore.
• Checking strength with Finite Element analysis.
• The lubrite coated liner
• Barrel Grind and Ni-resist equipped pistons.
• Keystones shaped Chromed Barrel faced Piston Rings.
• Induction Hardened Camshaft
• Three layer bearings to absorb the shock of firing impulse.

When you buy Cummins, you get the benefit of continuous research and improvement in Technology backed by Number 1 Diesel Engine Manufacturer in the world. Genuine Cummins parts are designed to run better and last longer to give you the advantage.

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