GL to certify Cat marine dealer network

11 Oct 2011

Germanischer Lloyd says that it has been contracted by Caterpillar Marine Power Systems, maker of engines under the Cat and MaK brands, to certify the marine service assessments of its worldwide marine dealer network.

Caterpillar’s network consists of independent companies which provide sales services, commercial and technical support, as well as maintenance and repair of marine diesel engines and generator sets. Caterpillar says it will use GL's marine service assessment (MSA) certification as the basis for standardising dealer after-sales performance and quality worldwide in an effort to improve end-user satisfaction. The MSA process was established by Caterpillar to assess and set annual product support related goals for their dealers.

The need to standardise the service capabilities of its regional dealers globally quickly became a priority. GL was selected to conduct the certification due to its worldwide auditor presence and its in-depth experience in second and third party audits. Germanischer Lloyd will conduct the MSA certification using standardised audit methods i.e. audit performed according to its own ship classification rules. Upon a successful assessment by GL, dealers will be given a GL certificate as independent evidence demonstrating capabilities as measured using a global standard.

According to GL, the objective of the independent assessment of the technical and commercial performance of the dealer network is to set a benchmark for Caterpillar's services centres and to establish a common standard of evaluation. Another objective of the certification programme is to help identify areas for improvement in the scope of dealer services including functions such as: technical support, main shop repairs, field repairs, upgrades, parts sales, qualification of technical staff, back-up support, administration, disposition, customer satisfaction, and service and parts delivery time.

GL says that it continuously expands its service portfolio by offering independent second and third party audits and due to Caterpillar's worldwide relevance and volume, certification of the MSA represents an important milestone for GL's certification services.