E-Z-GO 2006 Annual Report Download - page 16

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Textron Financial scored 6 out of 7 in
a customer service and loyalty study
conducted by an independent third party
in 2006. This result demonstrated that
Textron Financial has built better cus-
tomer satisfaction than even our largest
industry competitors – by statistically
signifi cant margins.
14
Textron Financial won its third Textron Chairman’s Award for Innovation for the ingenious Sales Territory and
Resource Strategy (STARS). This resource management tool resulted from a Design for Six Sigma (DFSS) project
by our Distribution Finance Division. STARS data validates the precise number of sales personnel and the optimum
location for sales representation in discrete geographic areas, based on customer demographics.
STARS is expected to yield incremental volume over fi ve years for Distribution Finance and is being applied by
Aviation Finance as well. This division repositioned sales representatives to respond to prospective customers in
Europe, Mexico and South America. It is likely that STARS will be modifi ed by other Textron companies to determine
placement and staffi ng of global sales and service centers for our products.
Programs like STARS put the right people in the right place to drive sales growth. This valuable tool builds reliable
knowledge to ensure effi cient staffi ng levels. At the same time, customer-responsive positioning helps to maximize
sales efforts, driving revenue.