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Automotive Industry
Industry: Email Alert RSS Feed"Our product isn't robots or solutions. It's customer satisfaction."
Automotive Design & Production, Sept, 2005 by Craig Jennings
"Customer satisfaction is a popular phrase to toss around. But how many companies care enough to actually measure it every year ... and more importantly, do something about those measurements?
In the 15 years since our start, we've grown dramatically ... from 60 to 450 employees, from $0 to $150 million in sales and from 0 to 500,000 sq. ft.
[ILLUSTRATION OMITTED]
We've installed more than 22,500 robots, and now offer more than 175 robot models from 3 kg to 600 kg, including a whole new generation of application-specific "expert" robots.
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We've introduced more innovations to the robot industry than any other company, including our pre-engineered "World" family of fully integrated solutions--dual, triple, and quadruple robot control--and our recently introduced 2-arm robot used in RoboBar.[TM]
But, most importantly, while all this has been happening we have continued to improve our measured customer satisfaction rating, with 2004 overall satisfaction results of 4.48 out of 5.0 and we're not satisfied with that rating. That's why we follow-up every rating of 3.5 or below and why we pay our employees a bonus based on our annual result.
I'm very proud of the MOTOMAN team that has achieved our 2004 result and assure you that every one of us is dedicated to improving the rating in 2005 and beyond!"
Craig Jennings
President and COO
Motoman
COPYRIGHT 2005 Gardner Publications, Inc.
COPYRIGHT 2005 Gale Group
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