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DELIVERING THE CAT® BRAND PROMISE THROUGH PRODUCT VALIDATION
Before a Cat® Hydraulic Mining Shovel (HMS) goes to work on a customer site, it has been through hundreds of hours of testing and millions of dollars have been spent validating a truly finished product.
“The Caterpillar product development cycle is a true differentiator, says Paul Taylor, HMS Value Stream Manager. “And that means permanent validation facilities, where engineers are living with machines day in and day out. It means installed field follow programs with our customers before we get to production. And then once we go into production, it’s support with the whole Cat brand promise: 100% Cat parts, 100% Cat literature, etc.”
Design engineers work together in the Tucson Mining Center, where they integrate the complete shovel as a system rather than designing each piece of the equipment independently. The nearby Tucson Proving Ground is another center of excellence, where experts can put the machines through their paces.
“We’re investing heavily into our people and our facilities,” says Lane Hobenshield, HMS Technical Steward. “Whether this be our manufacturing facility, which has received significant investment in the last few years or relocating our engineers and service engineers to our Tucson Mining Center, which is close to our proving ground. These engineers and team members can leverage our Makers’ Space, Visualization Lab or get on machines to resolve issues quickly.”
The shovel team also benefits from frequent customer visits, which give them opportunity to listen to feedback and implement design updates accordingly.
“Alongside customers is where we need to be,” says Product Support Manager Chris Mullins. “If we’re not working with our customers and for our customers, then we are missing out. Customer experience and physical availability are key.”