FYI from MCI™

MCI Maintenance Council lets customers contribute to product improvement

MCI has long had ways of tapping customers for their opinions, including warranty tracking, surveys and field reports. But last year, the company decided to ask customers more directly about their issues, especially in the areas of service and repair. The Maintenance Council was born.

The brainchild of Tom Sorrells president and CEO, and led by Bryan Couch, vice president of product planning and project management, the council includes maintenance heads and representatives of operators large and small, from all over the United States and Canada to represent the best possible cross section of MCI customers. A total of 14 invited customers came for this year's event, which took place September 6 through September 8 and was also attended by key personnel from all areas of MCI.

"We do this to get closer to customers and get information direct from the source," said Couch. "After all, we're not the experts in operating these vehicles. Our customers are."

The 2006 event included presentations from engine and transmissions manufacturers, a plant tour, hands-on technology sessions and plenty of time for discussion. Participants were treated to "show and tell" sessions featuring various coach parts, in which participants had the opportunity to examine such items as the retooled lavatory, new air dryer assembly and silicon gaskets. Operators learned and shared tips for retaining and training drivers. There was even time for fishing.

MCI received plenty of valuable feedback, as it did from the 2005 session. That first council led to several product improvements, including better documentation and major lavatory improvements as well as MCI's new traveling driver simulator.

Just as importantly, Maintenance Council members offer feedback throughout the year via monthly teleconferencing call. Plus, MCI taps their expertise when they want to try out new equipment or parts.

"It's a part of our continuous improvement process," says Couch. "It's never over."

The FYI from MCI editorial staff values your feedback. Please e-mail any suggestions, comments, or ideas for future articles to fyi@mcicoach.com.