Tasked with ensuring that Caterpillars service standards are maintained across their EMEA partner network, Rolf certainly likes a challenge. Pulling together what constitutes a service agreement and from an operational perspective having to create a framework and define what is expected it’s obvious that his focus is firmly on their customer. Quality, delivery and consistency of execution are key. Preventative machine accuracy is being used as a key metric to achieve this as well as standard job usage defining how the work should be completed on a particular service intervention to how long it should take and how a successful job is measured. Looking to the year ahead the next phase is consistency of labour elements and then consistency in the full repair and maintenance offering.
Check out the incredible speaker line-up to see who will be joining Rolf.
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