Global Edition

Textron restructures Parts Operations to improve customer service

9.00am 19th October 2000 - Corporate

Textron Turf Care and Specialty Products has reorganised and restructured its Parts operation to ensure a level of customer service that is destined to set industry leading standards over the coming months. To reflect these changes this area of the business will now be known as the Service Parts Organisation.

This restructuring follows the recent appointment of David Brown as International Parts Manager with a brief to achieve improved customer service in conjunction with a 95% pick rate for the parts operation.

To help achieve this, Wendy Forsdyke has been promoted to Customer Services Manager responsible for a team dedicated to ensuring that customers are kept fully updated throughout the ordering and fulfilment process.

A Customer Services Help Desk has been established and is the first point of contact for customer parts enquiries. A telephone hotline number and dedicated email address has been established to ensure an instant response to every enquiry. Similarly, an Order Services Help Desk has also been introduced where staff take ownership of all customer parts order requirements, providing feedback, updates and support through to fulfilment.

Mark Poppleton has been appointed Inventory Control Manager, heading a team responsible for all parts stocking levels with Jim Snell completing the management team in his role as Warehouse Operations Manager controlling the goods in, parts picking and despatch functions.

One of David Brown’s first tasks was to oversee the introduction of, an Internet-based parts ordering system. The new system, launched at SALTEX, is currently available to UK customers and focuses on Textron’s Quick Reference Parts Catalogue and enables customers to order parts direct from Textron without the need to order through the dealer network.

Commenting on the restructuring Harold Pinto, Managing Director of Textron Turf Care and Specialty Products said, “The Service Parts organisation is the final piece in the jigsaw following the bringing together of the Ransomes and Jacobsen organisations. Our first task was to ensure that we had the right distribution in place and this was achieved in 1999. Secondly, we had to integrate the two brands and establish a brand strategy that clearly and simply differentiated the Ransomes and Jacobsen brands into specific market sectors. This was introduced to the market in June this year and was evident on our stand at SALTEX in September.

“Now, with the appointment of David Brown, the introduction of a new culture and new systems such as and the addition of 11 new staff, we are in a position to achieve our stated goal of becoming a world class, industry leading Service Parts organisation that will provide consistently high customer satisfaction while offering reliable parts supply to meet all our customers’ demands.

“I’m now very confident that with all these elements in place we can really drive this

business forward and provide our customers with a service that is truly

par excellence.”

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