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The J I Case Company recently introduced a new series of Maxxum tractors (Figure 1). The product line now offers 60, 67, 75, and 84 PTO kW versions. The all new 84 kW version features a new fuel delivery system providing both greater power and reduced exhaust emissions. The powertrain also features increased capacity components required for the reliability of the increased power, 84 kW model. The new series incorporates numerous customer requested improvements of the 5100 Series, including increased comfort, convenience, and visibility features such as swivel seat, in-cab remote coupler flow controls, fender mounted hitch controls and all glass doors.

American industry seems to have entered the decade keenly aware of the strategic importance of satisfied customers. Yet, satisfying the customer on a daily basis is much easier to discuss than it is to accomplish. With customer satisfaction as the goal, companies are quickly learning the important lesson that it all begins with product development. At Case, we are attempting to “weave” the critical areas of marketing, engineering, manufacturing, and sales and service into a “quilt” of customer satisfaction. Satisfying the customer, we are learning, has many faces. From market research into the needs and wants of the customer, to concept and feasibility analysis, to engineering and prototypes, to manufacturing and sales, Case is learning the key lessons of quality improvement and team deployment.