The bearing's cup goes to shipping, while the cone goes to assembly for rollers. Researchers constantly are trying to increase bearing life. Timken also tests competitors' products at the research facility. Timken has more technical, manufacturing, and production employees working with customers than ever before. Customer visits to Timken's research facility in North Canton totaled 155 in 1996, triple the amount in 1994.
Customer satisfaction is part of the bonus plan for hourly employees.
They earn an average of 15-18 percent of their annual wages in bonuses based on increased tonnage, quality, and customer satisfaction. The term started in Timken's bearing business and spread throughout the company's culture in the early 1990s. The USWA represents hourly workers at all Timken plants. Several years ago, the relationship at times was adversarial. A new three-year contract between Timken and the United Steelworkers took effect in September.