After decades of being a hardware supplier known for its engineering prowess, the Columbus, Ind.-based diesel engine manufacturer wants to redirect its focus to customer support.
Customers have more choices than ever before and our competitors are all good.
The bottom line is we are trying for a cultural change. Our strategy is to be profitable, to grow and to do that through customer support. Several other forces are acting on Cummins, as well. These customers are used to highly responsive service and have higher expectations, said Mr. Muench. When they do come in for help, it is frequently of a demanding nature.