Earlier this month we held our inaugural Customer Webinar. Designed to build on the two-way dialogue of our annual Partner Panel sessions, we focused the agenda on customer-critical topics including recent product launches and enhancements we have made to our KawneerDirect customer portal. We also updated the group on the sales integration plan for Traco and Kawneer. As we gather feedback from the first session, we will make improvements to the format and content. I encourage you to attend these sessions as we work diligently to evolve the content and the frequency of our communication with you. I look forward to receiving your feedback about how we are doing through opportunities such as post-webinar surveys as well as our second annual customer survey scheduled for May 2011.

While the webinar covered a lot of good ongoing effort to support the customer, I wanted to take a moment and talk about the aggressive goals we have set for our organization in 2011, which I believe articulate our culture and our commitment to customer service. As always, safety will be of primary importance and we will continue to strive to make year-over-year improvements. As part of one of the safest companies to work for in the world, we believe that we can also help you drive safety in your organizations and in the field. I would encourage you to contact us if you are looking for benchmark practices or need support in risk reduction.

Another major initiative will be to make another step change in our product quality. Last year, we improved all of our internal and external quality measures by more than 30 percent. This year, as part of a larger initiative within Alcoa, we are further challenging ourselves to develop and maintain a deeper understanding of our quality issues and systematically reduce our quality failures. This is an area where Alcoa brings tremendous parental advantage with leading subject matter experts on process and quality control. This will translate to a direct benefit to our customers who expect the right product, made the right way, the first time.

For a business to achieve success, especially during challenging market conditions, expanding the lines of communication – with customers, employees and market influencers – is critical. Whether providing feedback about our investment in product development or sharing questions regarding customer service responsiveness, your communications have been invaluable as we work to advance both our business and yours in 2011.

Diana Perreiah
General Manager, Kawneer North America

Editor’s Note: If you would like to view a recorded version of the Customer Webinar, please contact Glenda Jackson and she will send you a link to the recording.