In today's competitive market situation, product development cycles are becoming shorter. Komatsu recognizes that designers cannot become inwardly focused. New products are placed with experienced contractors to verify that Komatsu is designing products that meet or exceed the needs of the market. A key element for keeping in touch with customers is Komatsu's Pulse Program. Pulse is a direct link to Komatsu and its dealers through telephone feedback.
Pulse is activated after a customer takes delivery of a machine.
Then, the customer is called periodically over the next three years and asked to rate the machine in performance, parts and service. Results are entered into a database, analyzed and frequently incorporated into design changes. Another unique program used for customer feedback is Field Days, an event hosted by Komatsu at its Chattanooga manufacturing operation. For Komatsu, operator comfort is a never-ending project. The company is constantly listening to its customers and trying to make machines that are more responsive to the market.