Predictive Equipment Maintenance

Sikorsky Aircraft, leader in design and manufacture of advanced helicopters, will use SPSS Predictive Analytics software to predict maintenance needs driving customer satisfaction and aircraft safety in its helicopter fleets. ...

... "Sikorsky offers customers various maintenance assurance programs to help improve aircraft availability and operate their fleet at a known cost. Included in this offering is the Total Assurance Program (TAP), covering up to 98 percent of costs related to parts and services. The organization sought a software solution to help identify and predict equipment maintenance for helicopter customers, ultimately increasing customer satisfaction. Sikorsky selected SPSS Predictive Analytics text mining and data mining software and its Predictive Analytics enterprise-wide enabling platform to analyze helicopter and pilot data collected by the aircraft health and usage monitoring system and flight maintenance log records. " ...

Via SPSS: Predictive Analytics

UPDATE 4/28/2008: Here's another example of company that uses service innovation to drive customer differentiation: Rolls Royce. ...

Service Innovation: "Spohrer says he was told at a meeting, don't buy the engines. Instead, they buy a service level agreement and a service, so that every time a plane lands Rolls Royce technicians work to improve the engine's performance from a command centre that knows where all the engines are and at what altitude."

It's a Lean Six Sigma Town

Fort Wayne Indiana citizen benefit from city services improved by Lean Six Sigma methods. ...

... "The mayor will discuss how using high performance partnerships with Lean Six Sigma can improve city services and save taxpayers millions of dollars. Lean Six Sigma has saved Fort Wayne over $10 million, they said. " ...

Via Fort Wayne Business Weekly: Lean Six Sigma Showcase

Total Quality Index for Automotive Customer Satisfaction

Hyundai achieves recognition in the Total Quality Index for customer satisfaction. ...

... "Hyundai produced the most segment leaders of any automotive manufacturer, according to Strategic Vision's Total Quality Index(TM) (TQI), which measures total vehicle satisfaction among new car owners. Clinching the top spot in three distinct vehicle segments is a first for Hyundai. The Strategic Vision results released today placed the Hyundai Azera sedan atop the large car segment, the Entourage (tied with the Kia Sedona and Nissan Quest) in the top spot for the minivan segment and the Santa Fe on top in the small sport utility vehicle (SUV) segment. " ...

Premier Customer Satisfaction Survey