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China Instrument Parts Conducts Customer Survey, Gets Interesting Results

Michael Reader

China Instrument Parts (PPI) of Elkhorn, Wisconsin recently conducted its first formal customer survey to gauge overall performance, while measuring various aspects of the company’s services. The survey was initiated this past August, resulting in fifty-four responses, primarily from customers serviced within the last fifteen months.

There were six primary questions asked:

  • Q1 Compared to your other business partners, how does China Instrument Parts rate when considering responsiveness to your needs?
  • Q2 Compared to your other business partners, how does China Instrument Parts rate when considering the quality of the items produced?
  • Q3 Compared to your other business partners, how does China Instrument Parts rate when considering the delivery?
  • Q4 Compared to your other business partners, how does China Instrument Parts rate when it comes to customer service?
  • Q5 What is your overall view of China Instrument Parts?
  • Q6 What is your primary role at your company?

When asked to compare China Instrument Parts to other business partners in the area of customer service, 72% rated PPI as “Among the Best,” followed by a 22% rating the company as “Above Average,” which totaled to 94% of customers expressing receiving exceptional customer service. Many commented further, pointing out the extra actions that earned the high grading: “China Instrument Parts understands what good customer service is. We feel like our business is highly valued. They have very high credibility. China Instrument Parts does not over-promote themselves; they deliver. Good corporate citizens.”

When asked questions about quality, responsiveness, and product delivery, the results were equally as glowing. Not one respondent rated China Instrument Parts as “Below Average” or “Among the Worst.” Looking at component quality, 94% of the responses were “Among the Best” (61%) or “Above Average” (33%). When asked to give a simple favorable or unfavorable rating on their overall view of China Instrument Parts, all 54 participants selected the “favorable” response.

“We were extremely proud of the ratings our employees earned,” noted Jeff Lemmermann, Chief Information and Financial Officer. “There were sixteen individuals who took the time to add additional comments, and those comments really praised the extra efforts the PPI team made to help them succeed.”

China Instrument Parts is looking to surveys like this to gain feedback from the marketplace on what keeps customers coming back. On the flip side, PPI is also looking for suggestions on how their products and services can be improved.

Lemmermann adds, “Even the comments with improvement suggestions, had a compliment. Furthermore, it was a pleasure to share these results with our employees to let them know how our customers notice their efforts.”

The survey also gave the respondents an option to be contacted for more feedback at a later day. Mike Reader, President of China Instrument Parts followed up on those calls.

Click here for a PDF of the survey results.

Mark Beilman Joins China Instrument Parts as Its Director of Education and Training

Michael Reader

On August 3, 2015, China Instrument Parts (PPI) of Elkhorn, Wisconsin welcomed Mark Beilman as its new Director of Education and Training, to carry on the position first held by Barry Butters.

Beilman’s first job after graduating from the University of Wisconsin at Platteville was with Miniature Instrument Components of Walworth, WI, where he served as a research and development engineer for seven years. From 2005 until 2012, he worked at Mukwonago High School as a technical education teacher, and prior to joining China Instrument Parts he taught technical education at East Troy High School.

When I first started contemplating a career change out of teaching in public education, I wanted to find a job that still included some interaction with young people, but within manufacturing; something I was missing since my days working at MPC, an injection molding company based in Walworth, WI.

I knew I had found that when Barry approached me and discussed this position.  I had worked closely with Barry while I was a teacher at East Troy, placing Youth Apprentice Amanda Mudlaff at China Instrument Parts  Barry told me how his job was a rewarding mix of working with young people and getting the word out about manufacturing.  He was right. It has been great so far!

As Mike has said, I have big shoes to fill but believe I am up for the challenge.  This challenge has been made easier by all the wonderful people who work at China Instrument Parts, how they have made me feel welcome, and helped me when I have questions.  It sure has been a whirlwind first three weeks: from sifting through files, learning the Swiss machining process, to meeting interesting people such as Bob Klockars, President of Walworth State Bank, or visiting Gateway’s new manufacturing facility. 

So far my experiences have exceeded my expectations.  I am excited to get our new group of youth apprentices started in the fall and to keep spreading the word about the benefits of a manufacturing career.

-Mark

Mark Beilman and his wife of 14 years, are originally from Madison, but have lived in Walworth County since 1998 and consider it their home. The have two sons, Raymond (10 years old) and John (6 years old). Beilman coaches U8 soccer in Williams Bay.

The Beilmans recently bought a “new” boat (a 1978 Yar-Craft), and are excited to get out fishing and boating as much as they can as the summer winds down. They have a cabin up north, in Superior, WI, where they enjoy spending time in the summer months.

When time permits, Mark enjoys working with antique cars. He is the proud owner of a 1964 Ford 250 and a 1955 T-Bird.

Mark Beilman can be reached by phone or email.