E-Z-GO 2003 Annual Report Download - page 8

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6
Below: The crew com-
mander of a B-52 just
back from Operation
Iraqi Freedom shared
his testimony with
employees about the
superior performance
of Textron Systems’
Sensor-Fuzed Weapon.
It was a powerful exam-
ple of how we make
our customers more
successful. Pictured
below, the crew com-
mander speaks with
Textron Systems’ Jim
DeSantis.
Left: E-Z-GO’s new
ST 4x4, designed for
rugged landscapes,
is the first major prod-
uct completely
designed and devel-
oped under Textron’s
new Design for Six
Sigma process.
Kautex has developed the world’s first fuel system that meets the stringent new Partial Zero
Emission Vehicle (PZEV) standards initially being implemented in California. Kautex has
received the first PZEV production contracts from two major auto manufacturers for this cutting-
edge technology, with first deliveries slated for late 2004.
Jacobsen’s MagKnife turf-care system, which allows for faster changing of commercial mower
blades, was voted best new product in the turf-care industry in Europe and is helping our cus-
tomers realize impressive productivity gains.
E-Z-GO has launched a new off-road sport vehicle. The ST 4x4, designed for rugged land-
scapes, is the first major new product completely designed and developed under Textron’s
new Design for Six Sigma process.
Building Internal Capabilities to Get Closer to Customers
Our customer focus is evident in many ways. One example: Bell Helicopter’s ninth consecutive
year as the leader in customer support according to Pro Pilot magazine’s annual reader
survey.
Not satisfied to rest on such laurels, however, we are constantly seeking new ways to understand
and delight our customers. In 2003, we designed a rigorous process for measuring and tracking
customer satisfaction that goes beyond traditional measures. This best-in-class process will
improve how our businesses manage the customer experience throughout the relationship life-
cycle, and will help us gauge future recommendation and repurchase intent – leading indicators
of customer loyalty and financial performance. And it’s only one of a number of efforts underway
across Textron as we continue to strive to make our customers more successful.
Another critical element of our enterprise management approach is to develop a workforce of
exceptionally talented people – high achieving, passionate and accountable. They underpin our
ability to achieve industry-leading operating performance, nurture strong customer relationships