Customer satisfaction with
tractor after-sales service is higher (up 28 points on a 1,000-point scale)
when owners choose to have their tractor serviced at their own premises,
compared to when they would have liked but are not offered this door-step
service option by their dealer, according to the J.D. Power 2018 India Tractor
Customer Service Index (CSI) Study.
Mahindra ranks highest in
satisfaction with the after-sales service experience with a score of 831, a
30-point improvement from 2017. Mahindra Swaraj (825) ranks second and John
Deere (822) ranks third among the eight brands included in the study.
The 2018 India Tractor CSI
Study is based on responses from 3,835 tractor owners across 14 states. The
study was fielded from January 2018 to May 2018 and includes owners who
purchased a new tractor between January 2016 and May 2017 from an authorised
The study finds that 58% of
tractor owners received offers from their dealer to service their tractor at
the owner’s premises, with 41% of customers selecting this service.
Additionally, more than one-third (34%) of customers opting for the door-step
service had a better-than-expected overall service experience than those who
would have liked but were not offered the service (20%).
“In a rapidly transforming
sector influenced by growing innovation, customer expectations of what defines
an exceptional service experience keep changing,” said Yukti Arora, Practice
Lead, Agriculture and Construction Equipment at J.D. Power. “Customers expect a
convenient and personalized service from their dealer network, that is
accessible to them through multiple channels. While the industry is making
consistent efforts to improve the customer experience, current service
offerings are often seen as inconsistent and disjointed. Manufacturers and
dealers need to shift the focus from transactional sales and service practices
to initiatives that meet their customers’ unique requirements in the most
timely and cost-efficient way,” Arora pointed out.
The study also finds that
satisfaction with service increases when tractor owners receive proactive
reminders from their dealers about routine maintenance appointments, compared
to when customers have to visit the dealer for arranging their service or
repair work (827 vs. 807, respectively). However, only 1 in 5 tractor owners
were contacted by their dealer to arrange for their service/ repair visit.
Cummins Inc. announced its
latest solutions for diesel engines, to meet the future needs of the commercial
vehicle industry. Ahead of IAA Commercial Vehicle Show 2018, Hannover, Cummins
Components have previewed key aspects of its new concept technology designed to
achieve cleaner air through the minimisation of NOx, PM and CO2.
While the business is
broadening its portfolio of products to include alternative fuels, downsized
engines and electrification, diesel remains a core focus. The investment made
in R&D for diesel is reaping rewards with Cummins teams consistently
working to achieve cleaner air and meet increasingly stringent emissions
The company showcased its
revolutionary concept of an integrated turbocharger and after-treatment system.
Engineering expertise across Cummins Turbo Technologies and Cummins Emission
Solutions has been combined to deliver new air and thermal management
architectures in this single system. Representing the future vision for cleaner
engine technology, the revolutionary concept integrated system consists of a
Holset Fixed Geometry turbocharger with an integrated rotary turbine control
(RTC) and a Close Coupled Unit with a Selective Catalytic Reduction catalyst.
“It is an exciting time to be
in the power industry. Customers are demanding power options that deliver
greater efficiency, reliability and flexibility, with reduced emissions,” said
Tracy Embree, President of Cummins Components. “As engine manufacturers race to
meet the demand for new power solutions, we are seeing new concept systems and
innovations shaking up the industry and we’re proud to be at the forefront of
these developments,” added Embree.
Embree further stated, “At
Cummins we are addressing this shift in the market by expanding our portfolio
of products to reflect the needs of the future. In order to meet challenging
new environmental regulations, we have adapted engine technology, resulting in
diesel engines that are cleaner and more efficient. At IAA we will reveal the
new technology that we believe will future-proof diesel engines for the next
Diesel fuel is the most energy
dense liquid fuel available and advances in engines, emissions control
technology and cleaner diesel fuels have led to some remarkable environmental
The ongoing research and
development on the integrated system looks at innovative ways for achieving
optimised heat management and increased fuel economy. In turn, it works to
deliver an increase in overall engine performance while providing Cummins
customers a saving in costs by an increase in efficiency.
The integrated RTC enables
exhaust gases to bypass the turbine stage and enter the Close Coupled Unit
after the gas has been injected with urea by the new Cummins UL4 injector. This
immediate conversion enables exhaust gases to be 70°C hotter than when it
reaches the SCR catalyst in traditional after-treatment systems.
When combined with the Single
Module, which alone reduced emissions by 97 percent over the previous
generation of products, the integrated system has the potential to assist in
meeting future lower NOx and GHG limits, as well as providing additional
benefits for cold start and urban driving emissions reduction. The conceptual
system is one method which demonstrates Cummins’ continuous investment in
research and development in anticipation of future legislative limits.
To commemorate marking the
20th anniversary of Holset VGT, Cummins Turbo Technologies also previewed its
most premium Variable Geometry Turbocharger to date – the seventh generation
Predicted to save the customer
fuel and achieve greater turbo efficiency, when compared to its predecessor,
the advanced seventh generation Holset VGT demonstrates improvements to the
turbine stage efficiency through advancements made to its patented nozzle and
shroud design, making it the most efficient Holset VGT yet.
The business also highlighted
the ongoing investment in R&D for 2021 -2024+ legislation, which focuses on
developments around pulse optimisation, air-handling valves, oil seal
improvements and electrified turbochargers.
In addition to the integrated
system and preview of the seventh generation Holset VGT, Cummins is unveiling a
number of other components at the IAA Commercial Vehicles show which showcase
the expertise and research being undertaken by the Cummins engineering teams to
support legislation changes over the next 10 years.
Source: IAA COMMERCIAL VEHICLES 2018
to the growing demand for the pick-up trucks in India, leading tyre major,
Apollo Tyres introduced Endumaxx brand of tyres for this segment of vehicles.
As per company estimates, the light truck radial category has a potential of
1,12,000 tyres per month in India, and it is growing at a much faster pace than
any other segment.
and developed at the company’s Global R&D Centre, Asia in Chennai to suit
the application and terrain requirements, the EnduMaxx LT tyres have been
tested extensively for more than a year before being introduced. Being produced
out of Apollo Tyres’ Vadodara plant, the company will be catering to the entire
market in this segment with a capacity of 80,000 tyres per month.
EnduMaxx LT tyres would be available for vehicles like Mahindra Bolero and
Maxitruck, Ashok Leyland Dost and Dost+ and Tata Xenon / Yodha. This segment of
vehicles grew the fastest, by 20%, in the light commercial vehicle category in
India, due to the operational economics in the pick-up segment, improved
connectivity with the hub and spoke model and uptick in rural demand.
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