Background
Eaton Aerospace is a leader in the development of hydraulic and motion control components and systems for the aerospace industry. It has plants in 29 countries, employs 64,000 people and $13.0 billion in sales.
As a result of rapid growth, Eaton’s customer service practices were slipping, resulting in dissatisfied customers. There are very few customers in the aerospace market and Eaton could not afford to lose any of them. The stakes were high.