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The technical support capabilities offered to domestic customers are already catching the attention of North American service companies in desperate need for a quality service provider with an open door policy and a clear commitment to customer service. Communications addressing those same points have been distributed to customers all over the country; we are hopeful that GOWell will become a recognized brand in the US marketplace in the near future. The milestone that we commemorated at the beginning of the month was the culmination of hard work by a group of dedicated employees that supported our initiative since its conceptual idea was conceived. The planning stages required the collaboration of Human Resources, administration and procurement functions. In the implementation phase, we received the support of the entire organization bottom up. The preliminary planning phase of the initiative was shared with the global management group in May after the OTC tradeshow in Houston. The initiative was enthusiastically welcomed and thus the implementation phase began immediately thereafter. We set very high goals for the proceedings and began looking for a group of professionals that would fit the bill. To accrue valuable insights for the execution of the project, the floor plans and design were reviewed and validated by a group of Lean Six Sigma professionals. The International Commercial and Logistics Department in Beijing has also offered undivided support to get all the parts and equipment required for the creation of the Maintenance center. The Technical Support Group in China and the Company’s Senior Management have also given their unrestricted support by providing qualified personnel to train local technicians and assist us in the initial maintenance activities in the Houston center. The ribbon cutting ceremony started on July 1st at 9:00 in the morning. The agenda of the ceremony covered the following topics: • How the TSD fits within the Gowell organization; • Who are we? (TSD); • Processes that will govern interaction with other departments; • Facility Tour; and • Q&A – Feedback. To better describe how the TSD fits into the GOWell structure, we utilized a concentric circles scheme that showed the interdependence of Business Development, Technology, Research and Development and Technical Services departments. All of them driven and guided by the company values. The “who are we” topic on the agenda introduced the new members of the TSD: Al, Carlos and Alejandro. Each bring more than ten years of experience in the industry. The other member of the group includes Matthew Haggarty who joined the Company earlier this year. As a brand new startup, the department and the Company, as a whole, always need clear processes so stakeholders can clearly and quickly understand their role and participation and interaction with other departments, therefore being able to provide an effective and downtime free experience to every customer every single time. 2 TECHNICAL NEWSLETTER
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