Page 39: of Maritime Reporter Magazine (October 1998)

PROPULSION REPAIR & SERVICES GUIDE

MTU—tailor-making customer support

High-speed diesel specialist

MTU Friedrichshafen has applied the same endeavor to creating a strong, decentralized customer service organization as had been earlier displayed in the build-up of its global sales network, to the extent that it now has over 300 service bases around the world.

Company policy is such that customer support is viewed as an indispensable part of every new business deal.

The longstanding approach whereby sales and service are closely linked has stood the test of time. Creating a responsive struc- ture, and ensuring on-the-ground support, aimed at achieving the highest levels of availability, oper- ating economy and longevity for its engines, has undoubtedly helped the German firm attract new engine business from returning clients and develop its overall mar- ket position.

Prerequisites for lasting market success, MTU considers, are a strong regional presence in con- junction with technical expertise.

Its practice of ensuring close prox- imity to customers is said to have had a significant impact on sales volume in the commercial market in recent years.

The practicalities and logistics associated with the support of propulsion systems in the high- speed diesel domain can be espe- cially demanding, and not least in the fast ferry field, a sector in which the MTU marque com- mands a leading position. The nature of high-speed ferry opera- tions, with its emphasis on opti- mum vessel availability and con- tinuous duty over anything up to 18 hours, demands that service bases are close at hand.

The attention to the back-up capability in growth markets has led, for instance, to the develop- ment of the network in China, while a strengthened presence in the former USSR region has seen the establishment of contractual workshops in Azerbaijan, Georgia,

Kazakhstan, Russia and the

Ukraine.

The organizational set-up is application-specific so that mechanics and product support engineers both in Germany and in the regions are dedicated to the main individual sectors. In this way, the marine field is served by specialists, leaving others to con- centrate on stationary gensets, rail traction and heavy vehicles, plus the MTU Elektronik product range. MTU engineers and mechanics each have access to the

Modok file, or engine documenta- tion system, which provides full data and service history on each propulsion system, comprising engines, gearboxes and other com- ponents.

In addition to spare parts out- lets around the world at subsidiary companies, distributors, agents

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October, 1998 Circle 370 on Reader Service Card 39