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.
More customers come to Cummins to do infrequent technical work on high-technology systems.
By the end of 1997 it will support all of Cummins's aftermarket segments, with the exception of Fleetguard filters. This coverage includes markets such as power generation and marine applications, as well as vehicle engines. The location was a key consideration for putting the PDC in Memphis, since it is just a few minutes from Federal Express Corp.'s national hub, said Richard Gold, aftermarket general manager. The facility also receives all of Cummins's cores before rebuilding and remanufacturing. The used engine and component cores are inspected and graded by employees of KM Logistics, Chattanooga, Tenn., a third-party logistics supplier.