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Providing a Quality Experience

Thursday, 5 December 2013 ( #645 )
UniCarriers lift truck engines not only carry the reputation of being the most durable and reliable, they rank among the top for best fuel economy - Click for larger view
UniCarriers lift truck engines not only carry the reputation of being the most durable and reliable, they rank among the top for best fuel economy - Click for larger view
By Dan Domberg, Vice President of Aftermarket Customer Satisfaction, UniCarriers America

At UniCarriers Americas, our goal is to offer our customers a lifetime of trusted value. In order to achieve that goal, we must provide them with quality products, quality service and an overall quality experience.

Quality Products
The basis for a quality experience is the quality of a product and the value that it can offer to the customer throughout its service life. Our manufacturing team, with an average tenure of more than 10 years of experience, makes quality workmanship possible through expert processes. Nissan Forklift and TCM by UniCarriers forklifts begin with exceptional designs and components, followed by extensive quality controls and confirmation processes.

The engine is the heart and soul of a forklift. UniCarriers Americas offers a quality advantage because we start with a high-quality engine that is designed to be integrated with our transmission and drivetrain to bring maximum power and reliability to the end user. UniCarriers lift truck engines not only carry the reputation of being the most durable and reliable, they rank among the top for best fuel economy.

Laser table - Click images for larger view
Laser table - Click images for larger view
All UniCarriers Americas products start with an ISO-9001-certified system for quality management. Mature and well-tested quality systems control all aspects of our business. Quality is built into the entire production process, all the way back to understanding market needs and developing designs.

Product components are checked for quality prior to use in manufacturing. UniCarriers Americas validates incoming products from suppliers to assure a quality level of 500 defective parts per million, or less. That means that less than 0.05 percent of materials we source have defects.

Dan Domberg, Vice President of Aftermarket Customer Satisfaction, UniCarriers America
Dan Domberg, Vice President of Aftermarket Customer Satisfaction, UniCarriers America
Using the consistency and exacting precision that automation provides, the manufacturing process of forklifts at UniCarriers Americas shines. We closely monitor every aspect down to the pH of the cleaning water and the thickness of the final coat during the powder coating process of the forklifts.

Finally, every product is tested to ensure that it is of the upmost quality. UniCarriers Americas tests lift height in our lift cage (in order to assure safety during testing) as well as hydraulic integrity and performance. Next, the forklifts are speed-tested for proper drivetrain performance and brake-tested to assure safe operation. Cosmetics are also inspected prior to leaving the facility. As a final quality assurance check, UniCarriers Americas will pull up to 40 percent of trucks from shipping for a second "customer inspection" during which we recheck critical items for product integrity and any aspect related to complaints we've received including small blemishes.
All of these quality processes have reduced "as-delivered" field complaints to nearly zero.

Quality Service
We know that customers cannot have a quality experience with quality products alone. The service that customers receive through all stages of the buying cycle and ownership, including aftersales service, are crucial to assuring that UniCarriers Americas provides a quality experience.

UniCarriers Headquaters in Illinois - Click images for larger view
UniCarriers Headquaters in Illinois - Click images for larger view
As the manufacturer, UniCarriers Americas works with excellent dealer partners to provide quality service. We provide our dealer partners with a variety of resources including service and parts manuals, training, technical support, fleet management services, competitive standard warranties and our Service Excellence Program, called SEP.

Our fleet management service, called OneFleet™, is a simple approach to fleet management that lets lift truck owners get the most out of their equipment and expend fewer resources managing their fleets. OneFleet users have increased up time, lower cost of ownership and a thorough understanding of truck utilization. The four-step process in this service includes fact finding, validation, implementation and continuous improvement.

SEP was established in 1995 with the mission of providing our dealer service network with a comprehensive program based on best-in-class principles covering technical and customer service practices that would ensure sustainable profitability for their organizations. Through SEP, UniCarriers Americas recognizes dealers who cultivate an environment that delivers an exceptional customer experience. Using seven main categories ranging from business planning to customer service with 55 specific program criteria, UniCarriers Americas awards dealers that reach bronze, silver or gold levels. Evidence for SEP award-winning service comes through metrics that provide quality service to customers including first-time repair rates, average service call response times and focus on customer preventative needs, to name a few.

Managing consistently excellent after-sales services through a dealer network can be difficult. Each of our dealers is its own entity and has its own strengths, but with our focused training, experienced and responsive support and SEP, UniCarriers has great success with after-sales service.

In order to achieve our goal of providing customers with a lifetime of trusted value in UniCarriers Americas, a complete quality experience is crucial. We adhere to a principle of continuous improvement to keep moving forward. With a solid foundation in quality-driven manufacturing built upon with support and programs to help our dealer partners offer excellent service, we are able to make a quality customer experience a reality.

Please contact
UniCarriers Americas Corporation
Dan Domberg - Vice President of Aftermarket Customer Satisfaction
t: +1 815 568 2618
e: send an email
w: www.unicarriersamericas.com
sf: Click to visit the UniCarriers Americas ShopFront
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