Universal Instruments exemplary customer service receives a Frost & Sullivan Award
Universal Instruments exemplary customer service receives a Frost & Sullivan Award
Keywords: Quality awards, Electronics industry
Frost & Sullivans recent analysis program, “Growth Opportunities in the SMT Placement Equipment Markets”, selected Universal Instruments Corporation as the recipient of the 2004 Award for Customer Service Leadership. Universal receives this award for its proactive service partnership approach that meets both stated and unstated requirements of its customers globally.
Every year, Frost & Sullivan presents this award to the company that has demonstrated excellence in customer service leadership within the industry. Universal Instruments Corporation has shown tremendous responsiveness to customer needs and has continually focused on long- and short-term customer profitability goals. The company has also exhibited flexibility in tailoring its product offerings to suit customer businesses.
“In the evolving world of electronic assembly, Universal has a refreshingly proactive and predictive approach to customer service in the surface mount technology (SMT) placement equipment market”, says Frost& Sullivan Senior Research Analyst Vikram Shanbhag. “This includes the establishment of a highly networked global service infrastructure with regional hubs to meet specific customer needs.”
Universal utilizes a network of over 200 service personnel distributed across the globe to respond to customer installation, training, and servicing needs. The company has a global service headquarters at Binghamton, US, and regional hubs in Budapest, Hungary and Shekou and Suzhou, China where highly skilled engineers facilitate the design and implementation of locally demanded services.
New service offerings such as support continuance, and a focus on service partnership initiatives have gained a differentiation advantage for Universal in its markets. Support continuance focuses on extending the relationship beyond that forged during the warranty period. Following current lean manufacturing trends, Universal offers highly interactive web-based training to placement equipment operators, enabling customers to maintain planned productivity levels.
The company has also worked on building a skilled and efficient team of human resources headed by a separate functional entity called Global Services. This sophisticated operation ensures uniformity and consistency in the services provided by the company globally.
Universal has ably leveraged the new opportunity necessitated provided by differentiated service offerings in an otherwise equipment intensive market in a very proactive manner. Frost & Sullivan proudly presents Universal Instruments Corporation with its Customer Service Leadership Award for the year 2004.
For further information, visit the web site: www.uic.com
OK International has a redesigned web site
OK International have launched a redesigned and greatly expanded web presence. This integrates products and technical information from OKs family of global brands – Metcal (metcal.com), Techcon Systems (techconsystems.com)and Impell (impell.com) – and acts as an interactive gateway to each of the brands individual web sites. Collectively, these web sites form a complete reference guide to OKs industry-leading products, technical information and application notes for customers who count on OK Internationals manufacturing expertise.
OKinternational.com includes product and industry information in an easy to use, quick-access format. Through specific applications, industry segments and product search capabilities, visitors can easily find products and process information they need. Then they can also link to Metcal, Techcon Systems and Impell, brands that are leaders in their fields, each with an extensive line of innovative manufacturing-related systems. This concept of a single gateway, with a page dedicated to each international office, in the local language,demonstrates OKs vision of the changing nature of information delivery and how digital technologies are transforming relationships between OK International,its brands and worldwide customer base.
Besides changing the overall aesthetic of the web sites, the redesign makes navigation easier. Information that focuses on customer solutions is delivered in a clean, easy-to-view format.
The applications area of the recently redesigned Techcon Systems web site(techconsystems.com) provides a comprehensive service that saves visitors both time and potentially wasted investment. Visitors can quickly select their application by industry sector and instantly see the most suitable Techcon products for the task, with links to the detailed technical specifications of these products. And if a specific application is not listed, the visitor can complete the short online form and Techcons technical assistance will provide the same advice.
