E-Z-GO 2004 Annual Report Download - page 13

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11
“The Customer Leadership
initiative has helped Bell
hone our proud tradition
of putting the customer
first.”
MICHAEL A. REDENBAUGH
Chief Executive Officer, Bell
BARCLAY S. OLSON
President, Industrial Segment
“Textron’s Shared Services
have brought benefits to
companies like Textron Fluid
& Power, which is now able
to focus on more strategic
business activities.”
Customer Leadership
We are committed to helping each Textron brand prosper with innovative, market-leading
solutions and a relentless focus on customer needs. By focusing on key elements of the
customer experience, Textron is improving our expertise in segmenting, positioning and
pricing, as well as understanding key customer satisfaction and loyalty drivers. The better
the experience, the more likely the customer is to recommend and repurchase our
products, driving both brand loyalty and business results.
Integrated Supply Chain
Success today calls for a dual focus on cost and improvement –reducing the cost to
produce a product or service while enhancing quality and speed to meet customer needs.
Textron’s Integrated Supply Chain discipline harnesses the power of the enterprise to
ensure that we partner with the world’s best suppliers, supporting our lean factories and
our efficiency and quality objectives. That gives Textron competitive advantage and
provides our businesses with even more opportunities to make our customers happy.
Shared Services
Textron’s Shared Services do more than save costs by centralizing and streamlining
functions common to every Textron business. They are also valued business partners,
and in functional areas like IT, Finance and HR, they are providing innovative new
strategies that help our businesses improve quality and efficiency, be more competitive
and attract and retain top talent. Shared Services help our businesses stay focused on the
highest value customer-oriented activities, giving them the freedom to grow.
Talent Development
At Textron, Talent Development is not only about attracting, developing and retaining
passionate and high-achieving people, but also about fostering a sense of ownership and
personal accountability. Extending its roots into every corner of the organization, this
initiative ensures that the right people are in the right jobs, growing their skills and
capabilities. With a direct line of sight to our most important goals, our people can stay
focused on the most important things every day.
Textron Six Sigma
Six Sigma and Lean are known to enhance business results. Textron’s approach takes the
best of the best elements, providing a common, proven way to solve problems and
unlock growth potential. A special ’04-’05 emphasis on the Lean component of Textron
Six Sigma is quickly improving the things that matter most to our customers. Textron Six
Sigma is fueling success by eliminating waste in our processes, resulting in improved
productivity and enhanced customer focus.
The Power of the Enterprise