Mantrac's unique and innovative CVA Field Service Delivery Assessment has been recognised by CAT as Best Practice and for leading the way in improving customer experience (CX) during CVA execution.
Mantrac’s continual focus on enhancing customer satisfaction and improving CX are integral elements of Mantrac’s ‘value-add’ in our CVAs. Developed by Mohamed Samir, Field Service Delivery Supervisor, CoE Service, the CVA Field Service Delivery Assessment does just that.
The Assessment is used to review the Service Department’s performance of CVA PM (Preventative Maintenance) visits. It includes all aspects of the Service Engineer’s role from planning the job with the CVA supervisor through to the performance of the PM and provision of a Cat Inspect TA1 (Technical Analysis level one) report of the overall condition of the product.
The Assessment includes the following:
1. Preparation for site visit
2. Parts (e.g. advance ordering)
3. Tooling
4. Service vehicle
5. Arrival on site (and safety)
6. Work performance
7. Contamination control
The CVA Field Service Delivery Assessment, including Mohamed Samir’s visits to the BU, his participation in site visits with Field Service Engineers, the assessment of all aspects of a CVA’s work scope and the resultant action plans have been recognised by Caterpillar as a Best Practice.
Mr Samir was presented with a Caterpillar Recognition Certification signed by Ramachandira Sekar Ramanathan (more commonly known as Ram), Caterpillar Eastern Africa District Manager.
The CVA Field Service Delivery Assessment will continue to be used to ensure CVA’s provide a consistently high-level experience for our customers and that PM visits are completed to the highest standards.