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Issue No. 5, June—July 2006 |
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Footnote Photo Golden Bridge from http://pdphoto.org/PictureDetail.php?pg=8404&mat=pdef&nocnt=1 |
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MESSAGE FROM THE EDITOR 125 years is a long time. The AWWA Convention and Exposition this year will celebrate the special occasion of the 125th anniversary of the association. We are looking forward to joining with our colleagues, friends and stakeholders in the memorable occasion and hope we will see you there. At this important time of very dynamic changes in the costs of energy, fuel and the materials associated with the water utilities industry, we are looking to support our stakeholders in strategic ways to ensure all of our success. We are completing the cycle of continuous improvement and customer focus by initiating what we call “TCSS” – Technical Customer Support Service. With qualified technical support for our complete product range being provided by our own engineering and technical personnel, and with complete support from our business partners, we are prepared to work with you as a strategic partner for the success of you project. We look forward to seeing you in San Antonio, and to working with you on your next project. |
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Strategic procurement is the development of a true partnership between the buyer and a supplier of strategic value. Part of the arrangement is usually long term, single-source in nature and addresses not only the buying of components, and/or complete products, but the supplier’s capacity for technical customer support, and complete post sale service. Building a strong partnership is one of our main objectives. So our focus is certification of processes, routine audits, delivery performance, quality performance, as well as post sale service and technical support. Our strategy lies in overturning the traditional adversarial relationship between buyer and seller, where the buyer pits one supplier against another, focusing entirely on up-front unit cost. In this scenario the buyer commonly does not inquire into the post sale service capabilities. This is particularly problematic for international buyers whose needs for customer support are more challenging to address due to distance, time difference, lack of availability of technical documentation in foreign languages, and the many other challenges inherent in international trade. It is for this reason that we have taken the initiative to create a Technical Customer Support Service. This service is being provided by a qualified team, including bilingual (English & Spanish) engineers, who are ready to provide technical support for the complete product range of Indigo Piping Systems. Our intention is to build our strategic partnerships through our total commitment to technical support and service. |
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