Throughout a long history of providing revenue collection systems and services to the transport industry, I can truly say many of our customers have learned to expect that we, at Cubic, will continually be looking for ways to improve our services – not because a contract demands it, but because it helps to build trust, to engender partnership and to demonstrate that there is always a better way if we look hard enough.
We are who we are due to one large differentiator in the industry – the way we define a “customer”.
A Cubic customer is not a one-and-done contract with a kickoff, execute, deliver, and close.
A Cubic customer takes on a partnership-like relationship, ingraining trust, working towards a common goal, and demonstrating that there is always a better way if we look hard enough together.
It is that very spirit and commitment to service excellence that has led us to establish a Global Operations Center in the town of Stockton-on-Tees in the north east of England.
Mark today, September 23, 2016 - a day that backs up our definition of “customer” by investing in and focusing on a space to foster “a better way” by partnership – a Global Operations Center.
The Global Operations Center has been established to provide support for our customers around the world on a rolling 24/7 basis.
The new GOC officially opened today with best-in-class operational systems, a skilled team of twenty, and future plans to grow to around 100 in just over a year. That’s pretty exciting.
What makes the GOC unique to me is that, in keeping with the trends we have been seeing in the worlds of transportation and mobility, the GOC delivers operational support for not only revenue collection customers but also for the growing fields of traffic management, tolling, and analytics solutions.
It has certainly been a challenge to bring so many complex, but largely invisible support operations into the GOC without any disruption to day-to-day business continuity, but I have enjoyed it immensely.
It is really a microcosm of how our business continues to evolve. What the GOC is now able to do, just like Cubic itself, is the application of highly advanced IT operations in the transportation, mobility, and analytics.
And that is good news for all our customers worldwide.
Wei is responsible for driving Cubic’s Winning the Customer Obsession strategic priority and aligning organizational resources to innovate and proactively ensure greater quality outcomes for Cubic's customers throughout product life cycles. Prior to his current role, Wei was senior vice president of operations at CTS, where he successfully drove global service strategy, enhanced service offerings and implemented transformative programs for its largest service business portfolio while CTS grew from $500 million to $850 million over a six years period.
Previously he was CTS’ senior vice president of worldwide financial and business operations and led business planning and provided oversights in finance, IT, services; as well as manufacturing and procurement operations.
Min holds an MBA from the University of San Francisco and serves on the Managed Services Advisory Board for the Technology Services Industry Association.
