Customer Satisfaction, Cost Drive Customization Issue

J. Steven Keate’s plan to reduce customization in Navistar International’s Truck Group generated a mixed reaction among the other truck manufacturers.

While most of his competitors said they have started down a similar path, a Paccar spokesman noted his company has a different mindset.

“That philosophy may be appropriate to Navistar, but Kenworth and Peterbilt have a somewhat different market,” said the spokesman, who did not wish to be identified.

A Mack Trucks spokesman saw similarities between International’s “Diamond Spec” program and his company’s “IntelliSpec.”

Steve Ginter, manager of vocational product marketing at Mack, said IntelliSpec predates his competitor’s program but embodies the same concept. He also said fleet managers are trying to do less “spec-ing”.

“Over the past couple of years, many fleet managers have been requesting our help in spec-ing trucks,” Ginter said, noting the new generation of fleet managers tends to be trained in management. “They recognize that we are the experts when it comes to truck building. They expect us to understand their needs and provide them with the applications they need.”

Marc Gustafson, chief executive officer of Volvo Trucks North America, said he thinks more and more manufacturers are moving to this trend.

“We have had something similar to Diamond Spec, called MVP, for about two years,” he said. “It makes it possible to provide value to the customers that can’t be done with the ‘cafeteria’ approach.”

For the full story, see the August 9 print edition of Transport Topics. Subscribe today.