Original Date: 05/12/1997
Revision Date: 01/18/2007
Best Practice : Technical Training
Cincinnati Milacron believes that selling a customer a product is only the first step in a long-term partnership. Training, as a key element, helps ensure that Cincinnati Milacron’s customers will receive the best performance from the equipment they purchase. The Technical Training Department supports customer training programs and provides training for Cincinnati Milacron’s personnel and distributors.
The Technical Training Department has a full-time staff of ten professional instructors, each averaging more than 20 years of experience. Instructors are selected from among Cincinnati Milacron’s employees who have a broad background of experience, good communication skills, and the ability to develop technical curricula. Each training facility has complete machines, controllers, sub-units, and simulators in its laboratory for hands-on training. Regularly scheduled classes are conducted using audio and visual training aids. Hands-on training comprises 50% to 70% of each course. A formal evaluation system provides feedback to students and their companies on the effectiveness of the training. Course evaluations by trainees and their companies support the continuous improvement of the training courses.
The Technical Training Department also offers machine-specific courses which cover operational, programming, and maintenance functions. These courses are designed for owners of Cincinnati Milacron’s turning, machining, and grinding equipment. Programmed materials, available in various mediums, allow students to teach themselves. Courses are presented either at the corporate training facility in Cincinnati or at the customer’s facility using their equipment. Also available to customers are training specialists who can evaluate customer requirements and recommend existing courses, or create a course of study which meets specific customer requirements. This approach provides great flexibility for meeting customer needs, and represents an integral part of the continuing business relationship that Cincinnati Milacron has developed with its customers.
Training is available on all types of machine tools, and is included in the sale price of most machines delivered to a customer. Additional or special training may also be purchased. Training programs are provided internally to Cincinnati Milacron’s employees and distributors at no cost. These programs target assembly and test personnel; field and sales representatives; and maintenance personnel. Revenue generated from the customer training subsidizes the cost of Cincinnati Milacron’s internal training program, and supports the advanced facilities and equipment used by the Technical Training Department.
The Technical Training Department plays a key role in other aspects of Cincinnati Milacron besides direct customer support and employee training. Training and training support are important capabilities in generating and maintaining sales. Having well-trained customers significantly reduces warranty expenses for Cincinnati Milacron. The Technical Training Department helps develop new products by proving out documentation, processes, and procedures which ensure that machine specifications and manuals will be accurate and correct. By encountering various customer problems and concerns, the instructors gain experience that aid in product improvement efforts.
Overall, the Technical Training Department represents an important element of customer satisfaction, product development, and marketing. The Department helps Cincinnati Milacron develop a partnership and an enduring relationship with its customers and distributors; assists in developing new products and improving existing ones; and ensures that Cincinnati Milacron’s employees are among the best trained in industry.
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