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Electronic, web-based systems undoubtedly make business
run smoother however you still need people who are willing to go
the extra miles – quite literally, in some cases.
One day last summer, Bob Gingerich of Wabtec Global Services checked
a daily electronic report from CSX. This Supplier Managed Inventory
(SMI) report lists parts that CSX needs next day. Usually, it lists
only a few, but this time it called for 20 brake valves needed
that same day at a Maryland rail yard or else
several |
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“This
effort is an example of taking customer service to another level.
They did what it takes to make it happen. These gentlemen are
at the root of what makes this a great industry.” |
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locomotives would
be delayed. A Wabtec team from Global Services and the Locomotive
Products plant immediately kicked into overdrive. They built
and tested the 20 valves, then loaded them into Gingerich’s
car. Next, Gingerich and Sam Buchholz made the 110-mile drive
to the CSX yard, where they arrived just in time.
“It’s hard to simulate something like that during training because
the intensity factor just isn’t there,” Gingerich says. “But
we are trained to jump through hoops, if necessary.”
Or to take a ride through the Maryland countryside. |
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| Francis J. Chinnici |
| Vice President – Purchasing & Materials |
| CSX Transportation |
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