NEW ORLEANS Motor Coach Industries, the largest coach manufacturer in North America, is expanding its focus on reliability by introducing a variety of quality control and training initiatives.

MCI executives discussed the initiatives during UMA Motorcoach Expo here, while rolling out upgraded features on its most-popular coach models.

"We continue to get better and better with the reliability of our motorcoaches," said Rick Heller, CEO of MCI. "We want to be absolutely the best partner with our customers."

One of the companys new approaches to upgrading coach reliability is the creation of a team of quality engineers who spend 100 percent of their time working with MCI vendors.

"This team focuses on how we align our company with world-class suppliers, and it also looks at how those suppliers run their quality control systems," said Brent Maitland, vice president of marketing and product planning at MCI. "We want to get out ahead and make sure these companies are integrating their products with our designs."

Maitland said MCI currently has four engineers on staff who are working with suppliers on quality issues and is planning to grow the team to nine.

MCI also is beefing up its technical support team, recently hiring Steve Batho, a former Daimler Buses North America executive, as vice president of technical support, a new position at the company.

"That team is organizing right now and putting processes in place that will allow it to respond to customer issues faster," said Maitland.

Expanded Cummins service

MCI also is working on achieving a higher level of authorization to work on Cummins engines, the brand it uses most in its coaches.

Because engine reliability is a major issue with operators, MCI says it wants to increase its capability of performing more complex diagnostics and repairs on the engines so customers dont have to take their coaches to a Cummins dealer.

"That will allow us to handle more issues at our shops for faster issue resolution," Maitland said. "Anytime we can handle these things up front it is good for our customers."

A new perk MCI has begun offering customers is free online training for technicians, which also is being used by the companys own technicians.

The learning management system, which MCI started three months ago as a pilot program, provides individual online training that allows users to learn at their own pace and track their progress.

Maitland said the system already is being used by 33 operators to train 270 technicians and is being rolled out to other operators.

Coach upgrades

Although MCI didnt unveil any new coaches at this years Expo, it did showcase new features on existing models.

MCI exhibited its popular J4500, which it described as having the "smoothest ride, tightest turning radius and lowest total cost of operation." MCI also showed off a two-door Setra TopClass S 417 luxury coach.

The J4500 is now equipped with ZF axles with independent front- and tag-axle suspensions, allowing for the tighter turning radius, and smoother Bendix brakes with optional Wingman, a radar-based adaptive cruise control and collision mitigation system.

The coach on display on the Expo show floor also included an REI entertainment system with high-definition video monitors and a new common-model parcel rack that gives the J4500 an extra inch of headroom.

According to Maitland, the latest J4500 represents a quantum leap forward in coach reliability and uptime. The coach also features a new Denso alternator thats headed for a million failure-free miles in field service.

The two-door Setra S 417 model showcased at Expo included such options as a TopSky roof, rear window, a lounge area in the rear, and new leather Voyage Ambassador seating.

Second doors have long been popular in the brands native Europe, where groups are accustomed to the easy boarding pattern that the option provides.

"U.S. and Canadian operators that host inbound European tours have expressed interest in having two-door coaches," said Maitland.

"It allows their guests to board in the manner that theyre used to. Add in the club corner (lounge area), and youve got a coach that offers the kind of thoughtfulness and luxury that can really set an operator apart in a crowded market."