Connected Diagnostics Receives Top Customer Service Honor

Cummins' Columbus Engine Plant in Columbus, Indiana (U.S.A.).
Cummins' Columbus Engine Plant in Columbus, Indiana (U.S.A,).

Cummins’ Connected Diagnostics™, a telematics feature enabling the company to communicate with its engines to recommend actions when a system fault occurs, has received a major customer service award.

Frost & Sullivan, a global research and consulting firm, has awarded Cummins and Connected Diagnostics its prestigious 2017 North American Customer Value Leadership Award for “exceptional customer service.”

“Frost & Sullivan has found that Cummins' top-class customer service has also boosted its engine sales, with some fleet operators delaying truck purchases to wait for the availability of Cummins engines with connected features," said Gokulnath Raghavan, senior research analyst at the firm.

"Fleets measure the effectiveness of a telematics service by its direct impact on TCO (total cost of ownership) through reduction in downtime or fuel consumption,” Raghavan added. “Cummins Connected products deliver on both fronts."

The moment an engine system fault occurs, Connected Diagnostics instantly transmits key engine system and GPS data through a telematics connection. The system immediately applies Cummins' analytics to transform the data into actionable information.

A diagnosis of the fault and clear recommendations regarding the continued vehicle operation are sent instantly to the operator or fleet manager, helping them avoid costly downtime. The unique information sent by Connected Diagnostics is much more valuable than a simple lamp on the dash and more complete than raw data pulled from the electronic engine system.

Connected Diagnostics separates the primary fault from merely symptomatic faults and provides root cause information utilizing Cummins' diagnostic expertise and service experience based on information from over 2 million service events.

Connected Diagnostics is part of a suite of products Cummins offers through the use of telematics. Connected Advisor™, a service enabled by Connected Diagnostics, helps fleet managers and operators prioritize recommendations to determine whether something requires immediate attention or can be scheduled a few days out. Connected Software Updates™ delivers secure software updates for engine calibrations over-the-air, without a trip to the repair shop.

Frost & Sullivan highlighted one Cummins on-highway customer who measures fleet health by the number of trucks out of service each day. After using Connected Advisor on a pilot basis, fleet health improved 15 percent. In another pilot, Frost & Sullivan said Cummins Advisor helped a customer’s fleet health score improve by more than 50 percent.  

“In the fast-paced, cost-conscious trucking industry, downtime means dollars lost,” Frost & Sullivan said. “Fleets aspire to zero breakdowns and minimal downtime, with maintenance schedules that are as fast and infrequent as possible. Frost & Sullivan industry research found that Cummins Connected products makes operations management easy for customers.”

Connected Diagnostics has grown quickly since its introduction in 2014. Today there are more than 120,000 engines enabled with the feature in North America.

“Connected Diagnostics was ranked in the ‘excellent’ category of the Decision Support Scorecard by Frost & Sullivan in comparison to other competing solutions,” said Frank Friesacher, Executive Director of Product Commercialization – Digital Solutions at Cummins. “A hearty congratulations to all who made this possible.”

Cummins' Frank Friesacher, Executive Director of Product Commercialization, and Paula P. Watson, Director – Customer Success and Digital Solutions Integration, accept the Frost & Sullivan award.
Cummins' Frank Friesacher, Executive Director of Product Commercialization, and Paula P. Watson, Director – Customer Success and Digital Solutions Integration, accept the Frost & Sullivan award.

 

blair claflin director of sustainability communications

Blair Claflin

Blair Claflin is the Director of Sustainability Communications for Cummins Inc. Blair joined the Company in 2008 as the Diversity Communications Director. Blair comes from a newspaper background. He worked previously for the Indianapolis Star (2002-2008) and for the Des Moines Register (1997-2002) prior to that. [email protected]

 

High tech tools enable Cummins to safely support customers amid pandemic

Cummins Sales and Service technicians can work collaboratively with experts many miles away using RemoteConnect.
Cummins Sales and Service technicians can work collaboratively with experts many miles away using RemoteConnect.

A suite of high-tech tools called RemoteConnect is enabling Cummins to support customers while maintaining social distancing and travel restrictions implemented during the COVID-19 crisis.

The tools, which allow experts to remotely see what technicians see in the field, were created by the Cummins Care team in 2017, prior to the COVID-19 crisis, to support customers in hard-to-reach locations. Now, with travel discouraged to prevent the spread of the virus, the use of RemoteConnect has increased dramatically, making the tools more important than ever. 

“RemoteConnect was created to be an alternative solution when a Cummins subject matter expert cannot be onsite,” said Cummins Care Manager Joe Brooks, who has been leading the initiative since 2017. “This has quickly turned into the only solution to service our customers in certain situations due to COVID-19. RemoteConnect has been a real game-changer during these unprecedented times.”

HOW THE TOOLS WORK

The suite of tools comes in a kit that looks something like a suitcase and includes safety glasses equipped with a tiny camera that technicians can use to work collaboratively with company experts known as “CFSEs” to diagnose and fix problems. CFSEs can literally see what the technician sees even if they are many miles away.

RemoteConnect quickly demonstrated its ability to improve repair quality while reducing misdiagnosis, un-recoverable labor expenses and most importantly, customer pain and suffering. The kits have been placed in more than 140 Cummins locations, primarily in the U.S. and Canada but Cummins Care is working to deploy them elsewhere, too.

Before COVID-19, CFSEs spent a significant time on the road, working with Cummins technicians at a particular Cummins Sales and Service location to collaborate on difficult service work. In addition, they would also collaborate with technicians via RemoteConnect. 

When COVID-19 was declared a pandemic, suddenly a simple flight, train, or even a car ride to service a customer was no longer a routine option. Many CFSEs discovered RemoteConnect was the next best thing to being there.

IMPRESSIVE NUMBERS

While the safety glasses equipped with cameras to live stream two-way audio and visual communication has perhaps the biggest wow factor, the kits also include:

•    LogMeIn Rescue: A tool providing the CFSE the ability to remotely collaborate with onsite technicians by taking control of their desktops.
•    Network Bridge: A tool allowing CFSEs working remotely to connect to an engine’s electronic control module (ECM), which is the command center on an engine controlling its operation.

As of April, over 5,402 remote support cases had been completed since November of 2018, including 621 that would have required travel, and 3,488 days of downtime were saved. The kit was used 166 times just between February and April.

Brooks and others at Cummins expect those numbers will go up in the days and months ahead. RemoteConnect is just another way Cummins puts technology and innovation to work for its customers. 
 

Cummins Office Building

Cummins Inc.

Cummins is a global power leader that designs, manufactures, sells and services diesel and alternative fuel engines from 2.8 to 95 liters, diesel and alternative-fueled electrical generator sets from 2.5 to 3,500 kW, as well as related components and technology. Cummins serves its customers through its network of 600 company-owned and independent distributor facilities and more than 7,200 dealer locations in over 190 countries and territories.

Cummins CEO highlights employee safety, ingenuity at Annual Meeting

CEO Tom Linebarger speaks at a past event, before the COVID-19 crisis. The 2020 Annual Meeting was held virtually to protect against the spread of the virus.
CEO Tom Linebarger speaks at a past event, before the COVID-19 crisis. The 2020 Annual Meeting was held virtually to protect against the spread of the virus.

Cummins is taking numerous steps to protect employees from COVID-19, Chairman and CEO Tom Linebarger said at the company’s Annual Meeting Tuesday.

The company has implemented health screenings and temperature checks for those entering plants, increased cleaning protocols and established a response center supported by medical personnel to answer employee questions 24 hours per day, seven days per week, Linebarger said.

He told shareholders the company has also established a leadership committee to respond to reported problems and a planning team focused on planning for future developments. Linebarger said the health and safety of employees and the communities where Cummins operates are the company’s first priority as it moves forward in these uncertain times.

“Most office employees around the world at Cummins are working from home as we comply with stay-at-home orders to reduce the spread of the virus,” Linebarger said. “At the time of this meeting, several of our plants have gone through periods of shutdown or reduced capacity, and many locations are now resuming operations, though at a very reduced level. …Things look very different now than how we operated prior to COVID-19.”

A Seymour Engine Plant employee at work
A Seymour Engine Plant employee in Seymour, Indiana, working under the new plant rules since the pandemic. 

Linebarger said with most office employees staying at home, the company has been able to divert cleaning resources to facilities where employees are coming in to work every day, significantly increasing cleaning and disinfecting protocols. For those employees working in plants, in addition to the screenings and temperature checks, immediate care is available for anyone displaying symptoms for COVID-19.

 For employees whose work requires them to be in close proximity to others, the company has additional personal protective equipment for them to wear.

A DIFFERENT WAY TO WORK

Cummins has also redesigned certain processes and facility layouts to allow employees to operate safely and effectively, re-configuring assembly lines and entrances and exits to promote social distancing and ensuring common surfaces are cleaned regularly. In addition to answering questions, the response center is available to conduct contact tracing to determine people who might have been exposed to someone with COVID-19.

The company is using medical personnel from Cummins’ LiveWell health center in Columbus, Indiana, to support the COVID-19 response. center.

Linebarger said the company has benefitted from having dealt with the crisis since January when the virus was first discovered in China. Cummins has several facilities in Wuhan, China, considered the epicenter of the outbreak. All of Cummins’ plants in China are now back in operation and business has been brisk as the company’s customers have responded to pent-up demand.

An employee works in Seymour, Indiana.
In addition to masks, anyone entering the Seymour plant must pass through a health check where they get their temperature taken.

OPTIMISTIC SIGNS

That is only one hopeful sign. Linebarger said Cummins is also in a strong financial position. At the end of the first quarter of 2020, the company had cash and cash equivalents of $2 billion, strong credit ratings and Cummins’ pension plans are fully funded. Linebarger said aggressive action to cut costs such as reducing pay and hours for some employees, while painful, will serve the company well during this unprecedented downturn.

Even in the middle of the crisis, Cummins has maintained its investment in low- and no-carbon technologies like hydrogen fuel cells and battery electric power platforms that will position the company well for the future when more normal conditions and demand returns.

“During our 100-year history we have encountered several unforeseen crises and economic challenges,” Linebarger said during the virtual meeting, another first caused by the pandemic. “I am confident we will successfully navigate this one as we have done before and emerge stronger as a company.”

He said also true to the company’s history, Cummins employees have risen to the challenges presented by COVID-19, responding in new and creative ways to help the company and the communities where they live and work.

Employees have engaged in a host of activities, from helping day care centers and hospitals plan for COVID-19, to powering essential shipments of food and medicine, building and servicing the generators at emergency medical centers around-the-world, and partnering with other companies to increase the production of personal protective equipment.

“It will come as no surprise to you that our employees around the world have stepped up and responded to the needs of their communities in innovative ways,” Linebarger said. “…As always, our employees and our company are doing all that we can do to address this crisis in new and creative ways, and we remain committed to powering a more prosperous world.”
 

blair claflin director of sustainability communications

Blair Claflin

Blair Claflin is the Director of Sustainability Communications for Cummins Inc. Blair joined the Company in 2008 as the Diversity Communications Director. Blair comes from a newspaper background. He worked previously for the Indianapolis Star (2002-2008) and for the Des Moines Register (1997-2002) prior to that. [email protected]

 

Team saves test using Cummins' ingenuity

The Cummins team had to figure out quickly how to keep testing going while practicing all the COVID-19 safeguards.
The Cummins team had to figure out quickly how to keep testing going while practicing all the COVID-19 safeguards.

On-Board Diagnostic Misfire Testing is as complex as its name would suggest. Keeping a recent test moving forward might have been even more complicated.

The labor-intensive test requires a driver and technician sit side by side to test an engine under “real life” circumstances to prove to regulators its onboard diagnostics are capable of detecting a misfire due to a component failure that produces excessive emissions. The testing is critical to keeping the regulatory process moving forward on the engine model for 2021.

The testing had been taking place at a college several hours away and was at a critical moment when the school suddenly had to shut the lab down as part of its response to the COVID-19 crisis. As the Cummins team quickly made plans to shift testing back to Columbus, Indiana, a feat in itself, plans were also being forged by the test team group leader Alex Marin Cruz to finish the critical testing at the Olympia Building (OLY) – this time while maintaining all the recommended COVID-19 safeguards, including the six-foot social distancing rule. 

FINDING THEIR INNER MACGYVER

In the midst of all the other personal and professional stresses caused by the fast-paced global pandemic, a team of engineers and technicians from both OLY and the Cummins Technical Center (CTC) quickly brainstormed a safe solution.

They pulled more than 50 feet of ethernet and specialized cables from rarely used storage closets in CTC and OLY. Two-way radios that hadn’t been used in some time were dusted off. The testing was slightly reconfigured, so the driver and technician no longer had to sit together but could still communicate using the radios. 

The team lost just under 48 hours, but testing was ready to continue.

A view of the testing.
The team  found cable and two-way radios that hadn't been used in some time to keep the testing going.

NEVER A DOUBT

“We never had any doubt,” Marin Cruz said when asked if he ever thought the testing would have to be postponed. “We were just focused on safety and keeping us six feet apart.”

They are now on track to submit data as part of the certification package to the California Air Resources Board (CARB) by the regulator’s deadline. Their extraordinary efforts to keep the engine testing on track will likely be critical to keeping the project moving forward.  

Team members in addition to Cruz include Shelley Knust, Curt Barnhart, Justin Owen, Ansh Sharma, Michael Tress, Shashank Sharma, Celso Gomez, David L Adams, Arun Shori D Sundaravel, Daniel Holle, and Robert S. Jones.

They demonstrated, once again, that both the company’s value of teamwork and its vision to innovate for its customers are alive and well at Cummins. Even in the midst of a global pandemic.
 

Cummins Office Building

Cummins Inc.

Cummins is a global power leader that designs, manufactures, sells and services diesel and alternative fuel engines from 2.8 to 95 liters, diesel and alternative-fueled electrical generator sets from 2.5 to 3,500 kW, as well as related components and technology. Cummins serves its customers through its network of 600 company-owned and independent distributor facilities and more than 7,200 dealer locations in over 190 countries and territories.

Trio of honors reflect Cummins’ commitment to sustainability

Cummins has long believed that a wide range of factors determine the sustainability of a company.
Cummins has long believed that a wide range of factors determine the sustainability of a company.

Cummins  recently received three honors for its work on ethics, environmental resiliency and supplier diversity.

The recognition reflects the company’s broad approach to sustainability, including everything from Cummins’ efforts to shrink its environmental impact to corporate responsibility, health and safety, diversity and inclusion, financial success, innovation and governance and ethics. The company, which celebrated its 100th anniversary in 2019, is committed to staying in business for the next 100 years.

“When we initiated the World’s Most Ethical Companies recognition in 2007, the concept of companies proactively aligning profits and purpose seemed unlikely,” said Ethisphere CEO Timothy Erblich, upon announcing the group’s list, which Cummins made for a 13th consecutive year. “However, leading CEOs and organizations continue to prove our long-held hypothesis that conducting ethnical business is the key to maximizing profits.”

WORLD’S MOST ETHICAL COMPANIES

Ethisphere is  the global leader in defining and advancing standards of ethical business practices. It said 132 honorees representing 51 countries and 21 industries were included in the group’s 14th annual recognition. There were 14 newcomers to the 2020 World’s Most Ethical Companies list, while seven companies have received the designation every year since the list was first announced in 2007.

To be eligible for the designation, companies must fill out a comprehensive survey on their business practices. Most of the survey questions deal with ethics and compliance, but there are also questions about the company’s environmental performance, community engagement, and supply chain engagement and oversight.

Honorees have historically out-performed other companies financially, demonstrating the connection between good ethical practices and performance that’s valued in the marketplace. Other companies on the 2020 list included Accenture, General Motors, Microsoft and Waste Management. 

Hoosier Resilience Hero logo
TheEnvironmental Resilience Institute has prepared a video to celebrate the 2020 heroes.

HOOSIER RESILIENCE HEROES

Cummins has been named to the Environmental Resilience Institute’s Hoosier Resilience Heroes list, which recognizes individuals and groups across the state of Indiana for their efforts to prepare Hoosiers for climate change and promote safe, healthy communities. The institute is part of Indiana University.

"We affect our environment, and our environment affects us," said the institute’s Director Janet McCabe. "Whether it is coronavirus, climate change or corn yields, we live in interconnected systems. The better we understand these connections, the more resilient we can become to protect our health, our communities and our economy.”

Cummins, which has its headquarters in Indiana, was recognized for its PLANET2050 environmental sustainability strategy to reduce the company’s environmental impact. The strategy was released in 2019 and includes science-based goals timed to 2030 and aspirations for 2050. Cummins was the only company among the 2020 heroes.

This is the second year the institute has released a list. The institute’s mission is to enhance resilience to environmental change in Indiana and the Midwest by accurately predicting impacts and effectively partnering with communities to implement “feasible, equitable, and research-informed solutions.”

SUPPLIER DIVERSITY AND INCLUSION

Cummins has been named a Top Global Champion for Supplier Diversity & Inclusion, which recognizes corporations that lead with globally inclusive sourcing efforts. The recognition comes from a trio of groups: the U.S. Pan Asia Chamber of Commerce, the National LGBT Chamber of Commerce, Disability:IN, the leading nonprofit for resource for business disability inclusion worldwide and WEConnect International, a global network that connects women-owned businesses to qualified buyers around the world.

Cummins finished No. 4 on the partners’ list behind only Kelly Services, Merc and IBM.

“If you are not sourcing inclusively everywhere you do business, you do not have full access to critical innovations and the best total value options that will help you meet and anticipate the needs of your clients,” said WEConnect International CEO and Co-Founder Elizabeth A. Vazquez. “This ranking showcases the acceleration of a truly global movement towards supplier diversity and inclusion.”
 

blair claflin director of sustainability communications

Blair Claflin

Blair Claflin is the Director of Sustainability Communications for Cummins Inc. Blair joined the Company in 2008 as the Diversity Communications Director. Blair comes from a newspaper background. He worked previously for the Indianapolis Star (2002-2008) and for the Des Moines Register (1997-2002) prior to that. [email protected]

 

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