Caterpillar 2015 Annual Report Download - page 63

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63
2015 YEAR IN REVIEW
BUSINESS REVIEW
CUSTOMER & DEALER SUPPORT
ROBERT B. CHARTER
Group President, Customer & Dealer Support
Customer & Dealer Support is built to strengthen Caterpillar’s product support excellence by bringing
a strong focus to Cat® equipment and customer service and delivering outstanding dealer development.
This group supports customers and dealers in a variety of ways, such as providing employee equipment
training on job sites, supplying aftermarket parts and service support and offering e-business and equipment
management solutions. The segment also includes the product portfolio for forestry, paving, industrial and
waste products, and global on-highway trucks. This group is also responsible for dealer development and
administration of a wholly-owned dealer in Japan. Key strengths are the ability to manufacture parts and
components, provide remanufacturing solutions and deliver unmatched parts availability to dealers and
customers anywhere in the world.
A Conversation With
You just completed your first year as a group president for Caterpillar. What did you learn in
your first year?
It was a challenging year in terms of the industries we serve, but despite the challenges, I was pleased to see
how focused our employees continued to be.
Where do you think that we excel?
I love our end-to-end structure. I think it’s one of the best things we’ve done in the many years that I’ve been
associated with Caterpillar. The art in our organization is managing the matrix well, using the synergy and the
volume across the organization, and then bringing that focus to meet the needs of our customers. Getting those
two things right really makes a difference. In this new role, I get a much broader look at how well we do when
we’re pulling in the same direction.