制造业客户满意度的本质

本文源引自《The Australian Piplliner》2024年3月刊文章《The essence of customer satisfaction》，采用中英双语排版，由ImmersiveTranslate提供翻译支持。

Austrack Equipment’s key focus, alongside the quality of its machinery, is making sure its customers will come back for more.
除了机械质量之外，Austrack Equipment 的主要关注点是确保其客户会回来获取更多。

The Austrack Equipment yard can only be described as a hive of activity. With the main yard close to where the Brisbane River meets the Pacific Ocean, the Brisbane International Cruise Terminal is only walking distance away.
Austrack设备公司的工作场所可以被描述为一个活跃的蜂巢。主庭院靠近布里斯班河与太平洋的交汇处，距离布里斯班国际邮轮码头仅几步之遥。

But at the 12,000 square metre facility, cruising is the last thing on anyone’s mind with heavy equipment is arriving and departing the yard at all hours of the day and night.
但在这个占地 12,000 平方米的设施中，巡游是任何人最不想做的事情，因为重型设备日夜不停地到达和离开船厂。

The number one customer receiving its equipment are Australia’s premier pipeline contracting companies.
接收其设备的第一大客户是澳大利亚首屈一指的管道承包公司。

It is from here that Austrack services its customers with specialised equipment that keeps Australia’s premier pipeline contractors productive.
正是在这里，Austrack 为客户提供专业设备，使澳大利亚一流的管道承包商保持高效生产。

The array of machinery on show is impressive and includes excavators up to 90 tonnes. But it doesn’t stop there with graders, loaders, dozers, telehandlers, tractors, backhoes, dumpers, Moxy’s, padders, crawler carriers, and vacuum pipe lifts also available.
展出的一系列机械令人印象深刻，其中包括重达 90 吨的挖掘机。但它并不止于此，还提供平地机、装载机、推土机、伸缩臂叉装机、拖拉机、反铲挖土机、自卸车、Moxy’s、碾车、履带式运输车和真空管道升降机。

There is also an array of attachments capable of performing almost any work task that anyone installing a pipeline has ever even considered.
还有一系列附件能够执行任何安装管道的人都曾考虑过的几乎任何工作任务。

Austrack Plant Manager Matt Jones is in charge of looking after all operations as well as working out the complicated logistics of getting equipment to and from the facility.
Austrack 工厂经理马特·琼斯 (Matt Jones) 负责管理所有运营，并负责处理设备进出工厂的复杂后勤工作。

“It can look a little chaotic here at times, but we like to think the chaos is organised and controlled,” Jones said.
“这里有时看起来有点混乱，但我们喜欢认为混乱是有组织和受控制的，”琼斯说。

“Our absolute priority is to ensure that our customers get the very best service possible.”
“我们的绝对首要任务是确保我们的客户获得尽可能最好的服务。”

Part of the reason behind Austrack’s ability to make and keep delivery promises is the strategic partnerships the company has forged across its supply chain.
Austrack 能够做出并信守交付承诺的部分原因在于该公司在整个供应链中建立的战略合作伙伴关系。

This ensures delivery promises are met and means that the equipment provided is in top class condition.
这可确保兑现交付承诺，并意味着所提供的设备处于一流状态。

“It also means that we assist our customers with informed advice on the equipment they require to get their job done,” Jones said.
“这也意味着我们可以为客户提供有关完成工作所需设备的明智建议，”琼斯说。

“It means getting machines to where they are needed, on time and ready to work, and it means when machines break down as they sometimes will that Austrack organises having them attended to and put back in service as soon as possible.”
“这意味着让机器准时到达需要的地方并准备好工作，这意味着当机器有时会发生故障时，Austrack 会组织它们尽快维修并重新投入使用。”

Jones’ heightened understanding of customers’ needs in pipelining doesn’t just come from what he has learned at Austrack. But from his unique set of qualifications and skills.
琼斯对客户管道需求的深入了解不仅仅来自他在 Austrack 学到的知识。但来自他独特的资历和技能。

Before Austrack, he spent more than 30 years on the front-end of pipelining.
在加入 Austrack 之前，他在管道前端工作了 30 多年。

“I spent a good deal of my work life in pipelining before I joined Austrack,” he said. “I started off in Queensland on the Cheapie to Gilmore section of the gas pipeline which eventually finished in Barcaldine.”
“在加入 Austrack 之前，我的大部分工作时间都花在了管道上，”他说。 “我从昆士兰州的 Cheapie 至 Gilmore 天然气管道段出发，最终在巴卡尔丁结束。”

For the past 20-odd years Jones has been at the pointy end of water and gas pipelines in most of the mainland states.
在过去的 20 多年里，琼斯一直处于大陆大多数州的水和天然气管道的尖端。

“I have worked and ran crews at Moomba in South Australia and the Surat and Cooper Basins in Queensland, worked on the Sydney to Longford, Victoria gas pipeline and onto major Victorian water pipelines like the Sugarloaf,” he said.
“我曾在南澳大利亚州的蒙巴以及昆士兰州的苏拉特和库珀盆地工作并管理过工作人员，在悉尼至维多利亚州朗福德的天然气管道以及舒格洛夫等维多利亚州的主要供水管道上工作过，”他说。

His passion? Concentrating on the now with one eye always on the future.
他的热情？专注于现在，同时始终着眼于未来。

“I know what it is to be a customer and that knowledge gives me a clear vision to deliver the considered advice and the quality service that pipeline contractors need,” Jones said.
“我知道作为客户意味着什么，这种知识让我有一个清晰的愿景，可以提供管道承包商所需的深思熟虑的建议和优质服务，”琼斯说。

Austrack is big on planning and reacting at speed and problem solving, positioning itself as a ‘can do’ supplier.
Austrack 注重快速规划、反应和解决问题，将自己定位为“可以做”的供应商。

“What we are not big on is excuses. The words ‘can’t’, ‘won’t’ and ‘maybe’ are not much in use around here,” he said.
“我们不喜欢找借口。 ‘不能’、‘不会’和‘也许’这些词在这里用得不多，”他说。

Jones has seen Austrack grow exponentially in his time with them.
琼斯见证了 Austrack 在与他们共事的过程中呈指数级增长。

The company has outgrown two yards already and the two-person-start-up operation has matured into a highly efficient equipment hire operation that can service its customers in any corner of this big country.
该公司的规模已经超过两个堆场，两人的初创业务已发展成为高效的设备租赁业务，可以为这个大国的任何角落的客户提供服务。

“Dealing with Austrack is not just about hiring machinery,” Jones said.
“与 Austrack 打交道不仅仅是雇用机器，”琼斯说。

Austrack’s machinery comes backed by an expert team to support customers in every step with responsive intelligent and informed advice to tackle any challenge.
Austrack 的机械设备由专家团队提供支持，为客户提供每一步的支持，提供响应迅速的智能和知情建议，以应对任何挑战。

The company supplies only name brand reliable equipment, ensuring its well-maintained equipment meets the highest safety standards.
该公司仅供应名牌可靠设备，确保其维护良好的设备符合最高安全标准。

“We also pride ourselves on staying ahead of the curve with machinery technology. Whether it’s happening here in Australia or overseas, and the boss Mick Benson makes sure we keep our finger on the pulse,” he said.
“我们也为在机械技术方面保持领先地位而感到自豪。无论是在澳大利亚还是在海外，老板米克·本森都会确保我们掌握最新动态。”他说。

The recent introduction of the SafeVac Lifting Systems Vacuum pipe lifter has added an extra string to Austrack’s bow and completed the range of equipment it can supply to pipeline contractors.
最近推出的 SafeVac Lifting Systems 真空管道提升机为 Austrack 增添了一条额外的线，并完善了其可以向管道承包商提供的设备范围。

“The successful introduction of our SafeVac system which sports the Australian made logo is a great sense of pride to us here at Austrack,” Jones said.
“成功推出带有澳大利亚制造标志的 SafeVac 系统让我们 Austrack 感到非常自豪，”琼斯说。

“We have supplied SafeVac systems for two significant water pipelines in Queensland currently under construction one being the Fitzroy River to Gladstone, the other the Haughton pipeline Stage 2 servicing Townsville.”
“我们为昆士兰州目前正在建设的两条重要输水管道提供了 SafeVac 系统，其中一条是通往格拉德斯通的菲茨罗伊河，另一条是为汤斯维尔提供服务的霍顿管道二期工程。”

Jones said Austrack has already custom-built sand hoppers in service on the Haughton pipeline project, leading to the clinet wanting a second one.
琼斯表示，Austrack 已经在霍顿管道项目中定制了沙斗，这导致客户想要第二个。

“A client will come to us and tell us what they want, and if we don’t have it we go out and source it,” Jones said.
“客户会来找我们，告诉我们他们想要什么，如果我们没有，我们就会出去采购，”琼斯说。

“And if it requires to be adapted or retrofitted or customised, well that’s just part of the service.”
“如果需要调整、改造或定制，那只是服务的一部分。”