Page 15 - 2351-Caterpillar_SARL-GB

Landing page:
Rebuilds have always been a cost-effective way to cat.com/en_GB/support/
keep Cat equipment doing what they do best, working maintenance/certified-rebuild.html
®
long and hard. But after Borusan, Cat dealer in Turkey
undertook customer research, we saw an opportunity to
create a new, ground-breaking approach to rebuild.

When Borusan conducted a survey By far, the most significant of The final concern was one of
to gather customer feedback on these was turnaround time. After quality, something that Caterpillar
their 2020 rebuilds, little did they all, the longer a machine is out of has always had an enviable record
know they were going to change action, the greater the cost to the for. But even here improvements
how Caterpillar approached their customer on-site. But Caterpillar’s were sought. Borusan have
Certified Machine Component extensive inspection, evaluation now extended the component
Rebuild (CMCR) for the future. and performance testing process warranty for added reassurance.
wasn’t something we were
The result is a new pilot scheme prepared to compromise on. So, Baris Sayin, M&OS Service
at Borusan for C9 engine CMCR a more innovative approach was Operations consultant at Caterpillar
that addresses not only their needed. And found. By pre- says, “While it is still early days
customers’ primary concerns assembling critical subcomponents for the pilot scheme, this model
head-on but also surpasses of the engine and swapping of bundling the customers’
expectations as to what’s possible. them in and out, Borusan can three major concerns into one
significantly reduce the average offering is already proving to be a
Initially, the survey was simply rebuild time and can give promised success, and rolling it out across
to gather customer feedback turnaround time with goodwill. other regions is planned.”
and satisfaction levels on engine
rebuilds. But close analysis of Next on the list to be addressed But it doesn’t stop there. Yet
customer insights revealed there was cost. The feedback Borusan another significant insight revealed
were three key considerations that got back was that customers, was that customers will often wait
drove the decision-making process although happy to purchase until their engines break down
when it came to rebuilds: time, original Cat parts from the before getting a Cat CMCR.
cost and the quality of the work. dealership, were often worried Whereas rebuilds can be completed
about the costs associated cheaper and faster simply by
with labor. Additionally, planning ahead and pre-empting
because it is a before failure a breakdown based on hours
approach, the customer also used and scheduling a CMCR for
gets very competitive fixed a time that suits the client best.
rebuild price levels according
to their equipment hours. Repair before failure is nothing
new and already the preferred
The solution was as simple as it choice of the mining industry, but
was striking. Having assessed a now’s the time for the construction
job, a fixed price for both labor and industry to follow its lead. It is
parts is now offered by Borusan, this message that Borusan and
one that they will stand by even if Caterpillar are now keen to get out
additional or unforeseeable costs to the market. Once that happens,
arise during the rebuild itself. there will be no looking back. ■

Cat Magazine 15