FYI from MCI Winter Edition 2017 by Deliverabilities

FROM

FYI

Winter 2017

NEW YEAR WITH NEW FLYER

TRAINING CAMP

MAINTENANCE MATTERS

Successful first year positions MCI for growth.

Webinar and Training Schedule through March 2017.

CAN do: Communicating knowledge about your CAN line.

FROM

FYI

MCI REVS UP INNOVATION AND STYLE IN 2017. MODEL UPGRADES, SERVICE EXPANSIONS AND THE NEW ONLINE MCI PARTS STORE Enjoy this look at MCI’s first year as a New Flyer company, and see what’s in store for 2017. Your MCI executive leadership team is fully committed to building the industry’s most reliable coaches and maximizing coach uptime by delivering fast service with unbeatable technical expertise, parts support network and technical training. After all, we’re Reliability Driven so you can be, too.

MCI Academy

Training for Advancing Technology

• System Qualiications • Certiicates • Continuing Education • On-Site Training • Diplomas

visit www.mciacademy.com for more information 2

Trusted to keep you out in front. At MCI, we take our customers where they want to go with coaches that offer exceptional style, reliability and value, with low total cost of operation. From our North American-made MCI J4500, the best-selling coach in its class, to the Buy America-compliant D-Series, plus the luxury of the Setra brand, we offer exceptional models, all backed by a parts and support network that is driven to excel. And now, teamed with New Flyer, weâ&#x20AC;&#x2122;re even better equipped to help your business move ahead with confidence. Contact us today to get out in front.

Want to know more about MCIâ&#x20AC;&#x2122;s story? Check out our new Reliability Driven video at mcicoach.com

A New Flyer company

CONTENTS Winter 2017

NEW YEAR WITH NEW FLYER: SUCCESSFUL FIRST YEAR POSITIONS MCI FOR GROWTH

A 2017 MCI J4500 WILL BE THE STAR AT THE GOMOTORCOACH AUCTION AT UMA EXPO

AWARDS AND MORE AT ABA ANNUAL MEETING AND MARKETPLACE IN CLEVELAND

MCI DELIVE PARTS SUP THE NEW O PARTS STO

NEW YEAR, NEW RIDES MCI MAKES 2017 POWER MOVES

MAINTENANCE MATTERS CAN DO: COMMUNICATING KNOWLEDGE ABOUT YOUR CAN LINE

ERS ON PPLY, WITH ONLINE MCI ORE, AND

MCI ANNOUNCES PLANS TO OPEN SAN FRANCISCO BAY AREA SERVICE CENTER

TRAINING CAMP

NEW YEAR WITH NEW FLYER: SUCCESSFUL FIRST YEAR POSITIONS MCI FOR GROWTH

MCI marked a full year with New Flyer in December, accelerating growth with major infrastructure and IT investments, a quality transformation and exciting new plans for the future. As the largest transit bus and motorcoach manufacturer in North America with a market cap of $2.5 billion, New Flyer has been well positioned to make investments in MCI. It began with a boost to MCI’s parts inventory and quickly followed with a factory-wide transformation including better lighting, locker renovations, upgrades in the engineering studio and new additions to equipment and machinery. This strategic spending is intended to enhance MCI’s new Quality-at-the-Source, “zero defect” production culture. Beyond these investments, New Flyer’s board approved a multimillion-dollar appropriation to assess IT infrastructure and look for efficiencies and improvements to harmonize systems both companies share. The benefits are showing. Parts shipped from MCI’s distribution center in Louisville, KY are moving out the door faster. The facility completed the installation of a state-of-the-art conveyor system to take advantage of technical advances that include software applications that increase

productivity and safety. The system keeps pace with MCI’s aftermarket dedication to constantly improving the way it cares for coach operators. MCI made two additions to its Technical Solutions Managers (TSMs) staff this year for a total of 26 who are out in the field to help explain new technologies and troubleshoot problems and emergencies. To streamline solutions, MCI also formed a new Design Engineering Field Support Team based out of the Winnipeg plant to support MCI’s TSMs. Any field issue requiring an in-depth solution or a design change is now channeled through MCI engineering, providing a straight line to product improvements at the factory level. Another milestone: The formation of the MCI Academy. This decision improves an already excellent technician training program that includes the “online, anytime” Learning Management System (LMS), Technical Tune-Up sessions and an award-winning webinar series. MCI Academy distills technician training into a centralized, state of-the-art online and hands-on certificate training program for operators who need to bring new hires up to speed quickly or advance the skills of seasoned technicians.

Top honors Throughout 2016 New Flyer President and CEO Paul Soubry has provided strong, positive leadership. In fact, the Financial Post recently named Mr. Soubry Canada’s No. 1 CEO of the year. The Financial Post credited his incorporation of MCI’s operation into the New Flyer organization and his ability to make strategic acquisitions that have strengthened the combined companies'existing businesses and competitive advantage. Mr. Soubry’s response? The Financial Post designation belongs to every employee at New Flyer and MCI for their admirable teamwork.

MCI leadership builds on strengths from within Moving ahead, MCI kicked off 2017 with expanded leadership and a customer-centric operating structure. MCI announced in a press release on December 27, 2016 that Ian Smart, Executive Vice President, Aftermarket of New Flyer, becomes President, Motor Coach Business of MCI, and Brian Dewsnup becomes President, Parts Business for both New Flyer and MCI, effective January 1, 2017. In a new year letter to customers, Mr. Soubry, President and CEO of NFI Group said the recently announced promotions of Ian Smart and Brian Dewsnup, “build on MCI’s strengths from within.” Mr. Smart’s responsibilities include all customer-directed functions including coach design, engineering, production, parts supply, service support and sales and marketing. MCI Service Centers, warranty, field service and technical support, areas previously managed by Aftermarket, will now be part of the MCI manufacturing OEM (Original Equipment Manufacturer) responsibility at the factory to promote even more responsiveness and fast access to technical expertise. This structure has been very successful at New Flyer, and is designed to focus the MCI OEM team on the support and reliability offered to customers. Three key OEM MCI directors are broadening their roles, becoming MCI vice presidents with this change. Mark Renton becomes vice president of manufacturing and facilities, succeeding Bryan Couch, who retired in December 2016 after nearly 30 years with MCI. JP Pelletier was named vice president of engineering, and Jim Macdonald was named vice president of quality and customer service.

The three join the MCI executive leadership team that also includes Sandra Morison, vice president of finance; Denis Sutton, vice president of human resources ; Tim Nalepka, vice president of legal and general counsel; and Patrick Scully, executive vice president of sales and marketing. Scully’s direct reports continue to be Pat Ziska, vice president of new coach sales; Tom Wagner, vice president of public sector sales; Mitch Guralnick, vice president of pre-owned coach sales; and Brent Maitland, vice president of marketing and product planning.

WATCH AN INTERVIEW ABOUT THE NEW MCI TEAM

UMA EXPO 2017 And now that 2017 is here, customers will have their chance to see all the product and service improvements MCI employees have worked so hard to implement waiting for them at the biggest operator gathering of the year at UMA Expo Feb. 26-March 2 in St. Louis. Expect to see MCI refreshed with even more advances in customer care. The impact New Flyer is having on MCI’s gains in these areas is the lead article in the December 15 issue of Bus & Motorcoach News. In that piece, Mr. Soubry pointed out that MCI’s 2016 performance exceeded projections made during the acquisition phase and those first-year facility and technology investments are already paying off. Sticking to the basics of the business, Mr. Soubry told Bus & Motorcoach News, is already helping MCI better satisfy both new and longtime customers. After all, customer satisfaction drives MCI.

A 2017 MCI J4500 WILL BE THE STAR AT THE GOMOTORCOACH AUCTION AT UMA EXPO 2017

The Motorcoach Marketing Council will auction a fully featured 2017 MCI J4500 coach at United Motorcoach Association’s UMA Motorcoach Expo, Feb. 26 –March 2 in St. Louis. This will be the third year the Motorcoach Marketing Council has partnered with an industry equipment supplier to raise campaign funds through an auction -- but the first time MCI will participate. “We are thrilled that MCI has partnered with us on this year's auction," said Christian Riddell, Executive Director of the Motorcoach Marketing Council. “MCI has always been a leader in the coach manufacturing business, and we couldn't be more excited to offer UMA members the chance to bid on a J4500, MCI’s flagship, in our upcoming auction."

TRAI N I NG CAM P

MCI’s full schedule of courses offered through the MCI Academy, hands-on Tech Tune-Up sessions, and series of webinars can be found at www.mciacademy.com. This new website is where you’ll find all that MCI offers to make your technicians, drivers and shop staff the industry’s best. Our online, anytime Learning Management System LMS modules help technicians, owners and others get to know their MCI and Setra coaches inside and out. All training opportunities are offered at no cost to MCI customers. Check out the website, mark your calendars, and make your plans. Chances are there’s a learning opportunity that’s just right for you. 8

Join our webinar on the MCI Academy Getting schooled: MCI Academy trains technicians to be the industry’s best Good technicians can be extremely hard to find, and MCI has come up with a solution: create them. MCI Academy is MCI’s answer to technician scarcity, offering a start-to-finish training program that takes candidates all the way from beginner to a Level 1 Certificate. Led by Scott Crawford, director of training, this webinar will offer more information on the program, including assessments and registration, and explains how technicians can also take four-week Electrical and HVAC Specialist Diploma programs through the Academy. Currently available at no charge to MCI operators, the classes use a combination of online LMS modules and in-person, hands-on work. Dial in, and learn what MCI Academy can do for you! •

March 8, 2:00 p.m. CDT

Webinars on MCI online Learning Management System Online, anytime: MCI LMS takes training to a new level

MCI's groundbreaking Learning Management System (LMS) offers comprehensive training for technicians, drivers and safety personnel that's available online, 24 hours a day and 7 days a week, augmenting MCI's hands-on Technical Tune-ups. This essential webinar is your opportunity to get a guided tour of the new MCI LMS, which already includes more than 400 courses on MCI and Setra coach systems and operations — and more courses are being added every day. Learn about LMS features such as custom capabilities, testing, report generation, achievement certificates and more. MCI's LMS is currently being offered to MCI and Setra customers at no cost as a show of appreciation. This is your ground-floor opportunity to experience this unique new training system. Don't miss it! •

March 22, 2:00 p.m. CDT

You can register for all MCI webinars at mcicoach.com/webinar

Training Schedule •

February 20-24 MCI Academy Course - Electrical 301 MCI NATIONAL TRAINING CENTER, Louisville, Kentucky

•

February 21-February 23 Setra Technical Tune-Up MCI SERVICE CENTER, Dallas, Texas

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February 27-March 3 MCI Academy Course - HVAC 401 MCI NATIONAL TRAINING CENTER, Louisville, Kentucky

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February 28-March 1 MCI Technical Tune-Up MCI SERVICE CENTER, Des Plaines, Illinois

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March 2-3 MCI Technical Tune-Up MCI SERVICE CENTER, Des Plaines, Illinois

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March 7-8 MCI Technical Tune-Up MCI SERVICE CENTER, Los Alamitos, California

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March 9-10 MCI Technical Tune-Up MCI SERVICE CENTER, Los Alamitos, California

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March 7-10 MCI Academy Course - Electrical 301 MCI NATIONAL TRAINING CENTER, Louisville, Kentucky

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March 14-17 MCI Academy Course - HVAC 201 MCI NATIONAL TRAINING CENTER, Louisville, Kentucky

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March 21-22 MCI Technical Tune-Up (English) MCI SERVICE CENTER, Montréal, Québec

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March 23-24 MCI Technical Tune-Up (Français) MCI SERVICE CENTER, Montréal, Québec

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March 28-30 Advanced Technical Tune-Up (MCI or Setra) MCI NATIONAL TRAINING CENTER, Louisville, Kentucky

Please specify whether MCI or Setra course is desired

I N C A S E YO U M I S S E D I T. A S S E E N I N T H E F E B R UARY 2 0 1 7 I S S U E O F B U S R I D E M AG A Z I N E

Expanding the industry’s largest service parts operation Brian Dewsnup leads MCI and New Flyer parts business forward

Paul Soubry, president of New Flyer Group; Brian Dewsnup, president of MCI and New Flyer parts; and Dean Shay, vice president of parts logistics; speak to an employee about the new conveyor system at MCI’s parts warehouse and distribution center in Louisville, KY.

ftermarket parts are the lifeblood of any successful motorcoach operation, public or private. Brian Dewsnup, president of the combined Motor Coach Industries (MCI) / New Flyer coach and bus parts business, knows this. “In a parts purchase, maintenance, or coach-down call, availability, speed, accuracy, and value are all number-one in the mind of a customer,” Dewsnup says. “There really is no more important issue in my job than delivering on that promise.” Best in industry speed, accuracy, and value will be Dewsnup’s primary goal as president of the largest coach and bus parts business in North America. Recently, Dewsnup spoke to BUSRide on the latest news on MCI’s Parts distribution center since he came onboard. Let’s start with your strategic vision for the parts side of the business. It’s all about running these businesses with best in class parts availability and 100 percent accuracy. This means a start-to-finish process where the right part gets packaged appropriately with care and shipped in the most efficient manner 100 percent of the time. Shipment speed is critical in our business. Even with a central distribution center in Louisville, a UPS hub, we still want to get parts closer to our customers’ operations. That’s why we continue to expand parts inventory at our branch parts warehouses in East Brunswick, NJ, Dallas, TX, Los Alamitos and Edmonton in Canada. We’re also operating from recently established satellite parts warehouses within all of MCI’s Sales and Service Centers. A new partnership in Hawaii and a service center in San Francisco will expand our West Coast reach. We’re making our parts footprint the industry’s best. This takes the right mix of parts at each warehouse through exceptional material planning. Our industry expertise and the investments New Flyer continues to make will help to realize this goal. What impresses you most about MCI’s parts business? Public and private operators have historically depended on MCI as their original equipment manufacturer (OEM), which is very gratifying. The business I come from is similar, but MCI is a larger inventory supplier. What MCI does in real time with coaches running cross-country has really impressed me. It’s a 24/7 business, and the chance to make or break a customer relationship can happen at any point in that process. I want to better support our team so they can improve the parts and service we offer.

Reprinted with permission from Bus Ride Magazine

What are the biggest challenges in this effort and the steps you’re planning to take? Our product is getting more intelligent every day. Vehicle technology and design innovations keep advancing with time. That’s why our parts and training offerings must be more closely linked than they ever have. To lead the industry, we have to be innovators in both areas. Operators are going to need well-trained, educated professionals who can efficiently use the parts and guidelines we’re providing. Our goal is to provide training any way operators want it. We provide webinars and 24/7 coursework access that address an enormous range of topics. MCI’s online Learning Management System (LMS) has become a critical part of our business. Today, we’re serving over 5,000 registered users, including technicians and drivers, with 420 courses. That material ranges from general instructions on engine regeneration to focused study on specific repairs in the HVAC and electrical systems of particular coach models. We’re also looking at training we can do in-person. We’ve had success with our Technical Tune-Up and Academy training events held at our Louisville training center for customer technicians, but we want to better determine if they have an appetite to send technicians to our location, or if we should commit resources to going to our customers live and in person in their maintenance shops. You’ll be hearing a lot more about these initiatives in 2017. At MCI, We’re not just about building coaches and supplying parts; we’re providing training and maintenance skills for customers. We want to be a partner for the life of the coach. We haven’t talked yet about the link between MCI’s regional parts representatives and your customer service call centers. What’s happening there? Customers spend millions of dollars with us. Our service-delivery model lets us serve them in a way that’s best for them. Our parts representatives meet with customers and their shop personnel face-toface to assist with inventory planning and to manage their deliveries. Our call center can handle parts orders to technical issues. We are always reaching for new heights, like with our new online store. Are there improvements planned for the MCI Parts Store? Our online parts presence dates back to 1998, when MCI launched the MCI Online Parts Store. It quickly became the gold standard for online customer service in the motor coach industry, and it still works well enough today especially for many of our transit customers. But we’re now taking it through a system-wide upgrade in hardware and software to enable faster, more detailed options for accessing and ordering parts with better search capabilities. I’m excited about the new partstore.mcicoach.com! What will the combined MCI / New Flyer operation do for customer service? Customers are already seeing positive change, and that’s going to continue. A common parts platform is helping us improve on inventory and service-delivery for our North American audience. MCI’s parts supply history alone spans 55 years. I head an incredible team of professionals who know our operators personally. That’s a lot of knowledge and know-how. We’re approaching every improvement we make in service and support with consideration given to our customers’ needs. Ours remains a comprehensive strategy from quick access to aftermarket parts and expert training, to technical assistance, maintenance and repair at our service centers. In each of these areas, we’re developing best practices that keep coaches on the road and repair them much faster. That’s what our job is all about.

busride.com | BUSRIDE

NEW YEAR, NEW RIDES MCI MAKES 2017 POWER MOVES

There’s a lot to be said for the tried and true. At MCI, model year 2017 represents an evolution rather than a revolution, but that doesn’t mean that customers aren’t in for a range of welcome improvements.

Most notably, 2017 marks the debut of the latest generation of engines. Operators who drive away with a Cummins EPA 2016 engine will benefit from faster, 500-baud communication as well as other features. Those who opt for the Detroit Diesel DD13 engine will also enjoy 500-baud communication. Both engines call for adoption of the new ”Nexiq” interface tool to replace the existing Dearborn interface adapter, and, of course, both comply with EPA standards.

J4500 improvements Beyond power changes, the coach that tour and charter operators depend on is getting even more dependable for 2017. The flagship J4500 has heightened curb appeal, enhanced reliability, low-cost performance, and excellent fuel economy. With its independent front suspension, the J4500 turning radius stands at 41 feet, 9 inches with the standard passive rear tag — tight enough to maneuver more easily on congested city streets and parking lots. The recent Bendix braking system delivers car-like control, along with optional driver-assistance and collision mitigation features. The model also includes best-in-class, 16,000-pound payload capacity, a new 150-amp Denso alternator, REI entertainment system and easier-to-access electrical components. In the options department, operators who subject their coaches to harsh, dusty or gravelly conditions will likely appreciate 2017’s Severe Duty package, which was designed for operators in mining country. The package makes the coach even more robust with filters, protective pans and flaps, and better air filtration, with pressurized baggage compartments. There’s also a 360-degree camera system for added security, and LED drip-rail-mounted lights to provide curbside and roadside illumination for baggage loading/unloading, fueling, etc. Another option is the upgraded ProHeat X45 auxiliary heater, which has more memory and diagnostics as well as USB connectivity. There are a few important under-the-hood changes, as well, including a new Parker-Vansco multiplexing system, a better cooling fan, ZF axle covers (for towing) and a maintenance-friendly sight glass for the fan miter box. Seats are getting an upgrade as well, with MCI swapping its Amaya TG seats for Amaya GT seats, which offer comfort with a thinner back, allowing more perpassenger cabin space. Optional Kiel seats are also available.

D for Dependably Great MCI’s D-Series coaches are getting their due as well. Like the J4500, the D-Series coaches will get an engine update for EPA compliance. Also like the J4500, the D-Series will get an upgraded Amaya seat—the A220. There’s also an updated ProHeat X45 auxiliary heater as an option. Perhaps most notably, the D will get Meritor Wabco OnGuard™ collision mitigation early in 2017. There are plenty of other amenities and options, ranging from flush toilets to destination signs. And remember—you can learn all about it by speaking with your MCI new coach sales representative.

I N C A S E YO U M I S S E D

Happy Holidays

December 15, 2016

MCI-New Flyer partnership going strong after one year DES PLAINES, Ill. — After one year as a subsidiary of Winnipeg, Manitoba-based New Flyer Industries Inc., Motor Coach Industries is predicting a h e a l t hy f u t u r e u n d e r t h e partnership. “MCI has performed better than the acquisition case that we put together to get our board to approve it,” said Paul Soubry, president and CEO of New Flyer and MCI. New Flyer acquired Des Plaines-based MCI on Dec. 18, 2015, in a $480 million deal that combined the largest transit bus and motorcoach manufacturers in North America. (See Jan. 15 Bus & Motorcoach News.) Since the merger, MCI has surprised members of the industry who questioned the acquisition. “MCI has got a tremendous brand,” Soubry said. “Sure, it went through some difficult and challenging times. Any rumors of MCI’s demise are clearly premature. We really like the combination. “The fact that a good portion of the expertise is in the same city (both have plants in Winnipeg) so we can compare and work together and so forth, is tremendously benef icial,” he said. “So we’re really proud of the history of both of our companies, but we’re really excited about the future.” The two manufacturing facilities continue to work together and look for the best practices of each to incorporate in the other, he said, praising the cooperation among the companies’ teams. Combined, MCI and New Flyer employ a little more than 5,000 people, about 45 percent of them in Winnipeg and the bal-

MCI says it has had a strong first year as a subsidiary of New Flyer Industries. Key for MCI was the October resumption of its New Jersey Transit contract, which calls for MCI to produce up to 1,200 buses. The contract was temporarily suspended in July over funding issues in New Jersey.

“We decided to take a calculated risk. We had approximately 90 buses online or completed when they put us in suspension,” he said. “So what we did is we finished those buses. We took the risk of finishing those buses and we also adjusted our schedule to be able to pull forward other customers.” No one was laid off during the suspension. About 25 or 30 of the 90 buses that were finished had been delivered when Soubry spoke to Bus & Motorcoach News in midNovember. MCI also is incorporating the remainder of the 90-some buses in the first order. It started the year with 184 units ordered and expected to deliver 142, with about 50 to 55 now planned for delivery in 2016 and the rest in 2017, he said.

ance in the U.S. “We’ve chosen to really try and bring these businesses together and not make it all about cost synergy, but more about a combination that’s going somewhere,” Soubry said. “And so over time things will evolve and change and strategies will develop, but we’re really proud of the fact that the MCI and New Flyer teams are getting along, working well together and really trying to take us somewhere.” Key for MCI this year, aside from blending with its new parent, was the October resumption of its New Jersey Transit contract, which calls for MCI to produce up to 1,200 buses. The contract was temporarily suspended in July over funding issues in New Jersey. The suspension was quite the curve ball, Soubry said.

New Jersey has said it will issue a similar order for 2017, or roughly 150 to 180 buses, Soubry said. “We’re really pleased about being able to continue that line and not have to disrupt our employees or our workforce,” he said. The total order of 1,200 buses over six years includes options for buses, so not all 1,200 are f irm, he said, noting that New Jersey issues purchase orders one year at a time. Had the contract suspension lasted much longer, it could have been disastrous for workers, he said. “All’s well that ends well, so we’re really pleased we dodged a bullet,” he said. Combined this year, New Flyer and MCI expect to deliver CONTINUED ON PAGE 16 c

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16 December 15, 2016

MCI CONTINUED FROM PAGE 1

about 3,500 new units, Soubry said, declining to break out numbers for transit and coach. That’s up from 3,265 combined last year. “Next year we’re currently forecasting 3,650, so that’s a couple years in a row of really good, solid, kind of 5-percent-type growth of the business,” Soubry said. Also this year, New Flyer began making much-needed investments in MCI’s plant, which Soubry called dated and tired. It has already begun a face lift of the work environment that includes upgrading the lighting, air handling, bathrooms, lunchrooms, training facilities and the like. It also is updating IT systems, he said. “Before we get too far ahead of ourselves, we’re going to do a whole project to harmonize the IT systems. That really is the heavy lifting first and foremost,” he said. MCI also will look for continued opportunities to make some of its own parts to control cost and quality. “Our guidance to the investment community is that we would probably in the first … two years, above and beyond the maintenance capital, we would spend somewhere between $25 million and $30 million on MCI, and that’s on track,” Soubry said. “So it’s a pretty signif icant amount of capital that we plan to deploy in this business.” MCI isn’t in a position to announce any new product yet, Soubry said. But it has begun en-

INDUSTRY NEWS

gaging customers in facet o - f a c e research about what features and enhancements they wa n t i n t h e next-generaPaul Soubry tion coaches in the public and private markets. Electric buses That could include electric transit buses and coaches. MCI will benefit from New Flyer’s experience innovating with electric propulsion, having produced about 6,000 vehicles, including trolleys, hybrids and fuel cells, “so we know about this stuff,” Soubry said. Most recently, New Flyer has f o c u s e d o n a p p ly i n g b a t tery-electric propulsion to its proven Xcelsior transit platform and also is eyeing niches in the motorcoach market. “We really fundamentally believe that transit is going to migrate, not everybody, but that there’s lots of interest in trying to put electrification into transit,” Soubry said. “So the really cool thing for MCI is that New Flyer is a couple years ahead and has engineers, expertise, and we have buses in the field that have all batteries, so we’re actively now looking at how that may make sense from a coach perspective.” MCI also will continue to invest in its aftermarket business and customer-care, including service centers, technical field support staff, call centers and 24-hour emergency roadside assistance. “So I would suggest before

we see a lot of quote, unquote product, you’re going to see us focusing on good, solid basics of the business, as well as the stuff that interacts and tries to satisfy our customers from a product-support standpoint,” Soubry said. E a r l i e r t h i s ye a r, M C I launched a new engineering team dedicated to supporting MCI technical staff in the field, a move intended to improve customer service and identify issues engineers can use to more quickly modify coach systems and designs in the factory. MCI created the Design Engineering Field Support Team to work with the company’s 26 Technical Solutions Managers positioned throughout North America as front-line contacts for customers. (See June 1 Bus & Motorcoach News.) “We added a couple of good, solid design engineer guys that could actually be dedicated to solving field problems,” Soubry said. “I’m really pleased with the response, but there’s more to be done.” Brian Dewsnup, who was in charge of business development at New Flyer, was named vice president and general manager of MCI Aftermarket and relocated to Louisville, Ky., home of MCI’s parts distribution center. A mechanical engineer and MBA, Dewsnup was the natural fit to improve aftermarket and customer care, Soubry said. “We’re really lucky to have him take over that whole product support and service function at MCI and that goes back to having the right resources, but also the right processes to try and fix

Bus & Motorcoach News them,” he said. “Are we done? Absolutely not. We’ve got way more to do. And we’ve got to satisfy and support those 25,000, 28,000 coaches on the road.” Customers are key Customer support is big for Soubry. Asked about an analyst’s estimate in a National Post of Canada article that MCI has about 38 percent market share of North American motorcoach deliveries, down from once having 75 percent as a result of limited innovations and cheaper competitors, Soubry noted that MCI this year will build 50-plus percent more coaches than it did four or five years ago. “So clearly the MCI business has grown,” he said. “We’re far more interested in sustainable business and profitable growth and happy customers than I am in the drug, if you will, of just market share,” he said. “We want to lead the industry, we want to have the right balance of products and the diverse portfolio to satisfy customers. “At the end of the day, we’ve got 25,000, 28,000 MCI motorcoaches on the road, and we’re really going to focus on making sure that those customers are serviced and that when they need to buy another coach, that they know we’ve stuck behind them. We want to be the vendor of choice.” By the way, that National Post article named Soubry the No. 1 CEO in Canada for 2016. He appreciates the recognition, but credits the employees. “It’s clearly a team sport,” he said.

Reprinted with permission from Bus & Motorcoach News 15

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UMA MOTORCO

MCI developing electric co DES PLAINES, Ill. — Motor Coach Industries is developing an electric coach and also plans to introduce a 35-foot J-coach to complement its flagship J4500 model. MCI also plans to showcase the latest innovations on the J4500 and luxury Setra S 417 coaches during UMA Motocoach Expo in St. Louis. “As we move into 2017, investments in our products continue as we are in the early stages of developing both a 35-foot coach and fully electric coaches based on the industry’s best-selling MCI J4500 model,” said Patrick Scully, MCI executive vice president of sales and marketing. Scully said the electric-bus technology will apply to both private and public commuter shuttles and will be especially suitable for MCI’s San Francisco Bay-area operators and others wanting the benefits of electric power. New Flyer Industries, MCI’s parent company, has been in the fully electric bus market for more than a decade and MCI plans to build on that knowledge base. “Our customers in the public and private sectors have been inquiring about our plans, and we’re confirming that an electric coach is under development,” Scully said. “We’re grateful to have New Flyer’s leadership, commitment and electric expertise to quickly move the development along.” MCI also is an industry pioneer in CNG and diesel-electric hybrid buses, offering the MCI D-Series coach in those configurations. At the same time it is developing electric coaches, MCI is in early development stages of a 35-foot J-coach in response to customers’ request for a smaller vehicle that offers the reliability and parts commonality of the popular MCI J4500. “We want to be able to offer a product option to customers that need a smaller coach and are looking for product and brand commonality with MCI,” Scully said. “Currently we are moving from planning to the

MCI plans to showcase the latest innovations on coaches during UMA Motocoach Expo in St. Loui

design phase and will keep the market updated on our progress.” MCI also will unveil the latest generation of EPA 2017 Cummins ISX12 and Detroit DD13 engines available on all new J4500 motor coaches. Both engines benefit from faster, 500-baud communication and adopt the new “Nexiq” interface tool to replace the existing Dearborn interface adapter. “Plus, each supplier now offers its own proprietary real-time remote diagnostic system with telematics, making trouble shooting easier for drivers or technicians when an issue occurs,” said Brent Maitland, vice president of marketing and product planning. “MCI’s technical call center is also linking to these systems to improve our responsiveness to customer issues.” Maitland said the company is focusing on advanced driver assistance technology aimed at reducing incidents and lowering operational costs. The optional Bendix Wingman Advanced, which combines adaptive cruise control with collision-mitigation

Stertil-Koni introduces heav 16

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OACH EXPO 2017

Bus & Motorcoach News

the J4500 (pictured) and luxury Setra S 417 is.

technology, is worth the investment when “even one incident is avoided,” he said. Another J4500 option is a 360-degree camera system that improves driver’s visibility especially in low-speed maneuvering. LED drip-rail-mounted lights provide improved curbside and roadside illumination when drivers are loading and unloading baggage or fueling the coach. Passenger comfort is enhanced with new luxury upholstered Amaya GT seats that have a thinner back for more per-passenger cabin space. Sleek Kiel seats are available as an option, along with an enhanced REI entertainment system for premium sound and HDMI tour guide connectivity. Technical changes include a new ParkerVansco multiplexing system, improved cooling fan and drive system, and a maintenancefriendly sight glass for the fan miter box. The model also includes 16,000-pound payload capacity, a new 150-amp Denso alternator and easier-to-access electrical components. An upgraded ProHeat X45 auxiliary

heater has improved serviceability and diagnostics features as well as USB connectivity. For operators who run their J4500s on gravelly road conditions, a Severe Duty package option offers improved engine filtration, protective engine under-pans and triple mud flaps designed to deflect debris. A dedicated cabin filtration system and pressurized baggage compartments help keep dust out of the coach. MCI’s Setra distribution agreement with Daimler has been extended, and improvements to the S 417 include a redesigned front fascia and improved rear styling. Other interior upgrades include Harmonia rosewood flooring and Makassar wood rear lavatory walls. Additionally, the Setra S 407 Comfort Class arrives with significantly more curb appeal, featuring exterior and interior finishes similar to the Setra S 417. MCI has also announced plans to open a new service center in the San Francisco Bay area. Site selection is underway with additional information expected in the next few months. Visitors to MCI’s Expo booth will also get to test the new MCI online PartsStore. A series of online enhancements for a better customer service experience include superior inventory searches, on-point suggestions and sharp photos of individual parts. The site also features expedited shipping options and estimates and improved automated order tracking from a desktop, tablet or smartphone. New Flyer and MCI recently announced the promotions of Ian Smart to president of MCI and Brian Dewsnup to president of aftermarket parts. In other management changes, the companies named Mark Renton vice president of manufacturing and facilities, succeeding Bryan Couch, who retired in December 2016 after a nearly 30-year career with MCI. JP Pelletier was named vice president of engineering and Jim Macdonald was named vice president of quality and customer service.

vy-duty mobile column lift 17

Reprinted with permission from Bus & Motorcoach News

oaches and 35-foot J-coach

PA R T S P I C K S Promotional Item

Time for a Facelift. Now available. J4500 Facelift Kit

$4,500

USD*

* Price subject to change without notice

Update your J4500 fleet with the new style daytime LED running lights. • Applicable to 2001-2012 J4500 coaches

Kit Includes items shown above and features:

• Replaceable OE parts • Hi & Low Beam Headlamps • Front windshield gasket • Lower valance • Entrance door hinge • Frame modification tubes

Before

• Mounting hardware and more • Installation procedure T26-1354A MCI J4500 Facelift Kit

T03-2736A

Kit - J Facelift

* Modification of facelift requires highly skilled technicians. All welding must be completed by a certified welder. See your MCI service representative for details.

Optional Bumper Kit:

MCI Bumper Kit

Complete the facelift with the look of the current J4500 style bumper. This kit includes all parts, hardware, and harnesses needed to update your bumper.

* if your current bumper has no fog lamps, parts 07-19-1123 (Fog light Switch) & 07-12-1311 (Fog light Harness) will need to be purchased in addition to the bumper kit.

MCI Service Centers Toll Free 888-912-9983

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New Style J Bumper Kit w/ Fog Lights

MCI Customer Service In the U.S. Toll Free (800) 323-1290 Toll Free Fax (800) 525-4569

IS 2015-53

MCI Customer Service In Canada Toll Free English (800) 665-0155 Français (800) 546-3457 Toll Free Fax (800) 872-2486

PR O D U C T S & S ERV I C E S MCI DELIVERS ON PARTS SUPPLY, WITH THE NEW ONLINE MCI PARTS STORE, SYSTEM UPGRADES, DATA COLLECTION FOR IMPROVED CUSTOMER SATISFACTION

Technology continues to drive MCI parts supply. System upgrades, including an all new online MCI Parts Store, a cloud-based inventory management system, and data analysis are designed to improve the customer experience, maximize coach uptime and deliver low total cost of operation performance. Most recently, MCI launched the first-stage enhancements to the online MCI Parts Store with great feedback from existing and new online purchasers. New software, sharper parts photos and other upgrades to the system now accompany expedited estimates and shipping options with improved automated order tracking. This upgrade will also add a library of MCI manuals and other publications for speedy review by technicians, easily accessed from a desktop, tablet or smart phone. 19

“Throughout 2017, we’ll be working to add improvements including better tracking of past customer purchase history so we can better anticipate their needs in the future,” said Brian Hanna, MCI Customer Service Manager. MCI was the first motor coach manufacturer to launch an online parts store under the name C.O.A.C.H., short for Customer Order-Assisted Computerized Handling system. Said Hanna, “When the system launched, it was cutting edge. But you need to make constant improvements to properly serve customers.” MCI tested out the new system with current online customers and is rolling out the updates through 2017 and beyond to attract users who like the ease and convenience of purchasing parts online. In fact, the goal is to make the online MCI Parts Store as user friendly as Amazon’s and other popular sites. The recently completed series of enhancements for a better customer service experience, include: • Superior inventory searches. Now the industry’s most complete parts inventory is available online making your desktop, tablet or phone the handiest tools to keep your fleet running; • Better search and suggestions capabilities: At the new MCI Parts Store, customers are presented with more parts and parts options; • Speedier transactions: A system wide upgrade in hardware and software enables faster, more detailed options for accessing and ordering parts; • Unprecedented visuals for order accuracy: Sharp photos allows users to see multiple views of the part required; • Expedited shipping estimates you can count on: Standard MCI Parts Store shipping remains free, but customers who need expedited shipping will now know before checkout exactly how much they'll pay to receive a part; • Enhanced tracking support: After an order has shipped, view tracking information online. Orders with multiple items may have separate delivery dates and tracking information; • Reliable discounts: Customers will still get the 1 percent discount for ordering online with this enhanced experience. Mechanics with tight timelines on repairs, upgrades and emergencies should be particularly happy with the new system improvements, said Hanna. “In the coming months, we’ll be adding more onscreen schematics and installation instructions that can put coaches back on the road much faster.”

UMA Expo online MCI Parts Store test-drive Attendees at UMA Expo February 26 ‒ March 2 in St. Louis are invited to test-drive the new online MCI Parts Store in MCI booth 735 where they will receive an MCI tumbler as a prize and be entered into a drawing for a chance to win a popular brand of computer tablet. (Some restrictions apply.) For more on our MCI Parts Store improvements, check it out at www.partsstore.mcicoach.com.

Other moves the save customers time and money In addition to the launch of the new online MCI Parts Store, MCI continues to expand parts offered in the Coach Critical Parts program, and installed a state-of-the-art conveyor system with new software applications that increase productivity and shipping accuracy.

At the same time, a new cloud-based inventory management system by Syncron incorporates data from multiple sources and provides complete visibility into where repairs are occurring and what parts need to be ordered. The system also helps identify trends and make predictions, helping MCI maintain its excellent fill rate numbers, which now average above 95 percent. The MCI parts Product Lifecycle Management group is also using the data to get a better idea of how long most coach parts should last, and innovate new parts to add more value and more accurately forecast inventory levels to better serve customers. Essentially, the PLM group takes data from all sources — customers, historical sales, MCI Parts Solutions Managers, Technical Solutions Managers, customer service reps, engineering, and the factory — to learn how long various parts are lasting in real service. The group also works with MCI aftermarket engineers, bid and pricing personnel and others to bring product improvements to market and introduce more parts that can save operators money. "The group is already doing a great job assuring that pricing is in line with the marketplace," says Scott Robertson, director of the group. "I also think we're communicating the value of our products better." The group also focuses on Setra parts and is assuring available inventory and expanding sales by marketing items common on competitor coaches (aftermarket brakes for Setra coaches also fit Prevost models.) “Good data is helping us to make the decisions that help our customers get the right product at the right price,” said Robertson. “It’s our goal to offer our customers total low cost of ownership, which starts at the factory engineering level and extends to aftermarket parts. By the PLM group’s efforts, we can save our customers money over the life of their coaches.” At the beginning of the year, it was announced that MCI and New Flyer aftermarket parts business will combine under the leadership of Brian Dewsnup, who was named President of the combined MCI/New Flyer coach and bus parts. In a recent interview with BusRide magazine, Mr. Dewsnup noted that speed, accuracy and value will be his primary goal as President of the largest coach and bus parts business in North America. To read the complete article, click here.

I N C A S E YO U M I S S E D I T.

MCI ANNOUNCES PLANS TO OPEN SAN FRANCISCO BAY AREA SERVICE CENTER

MCI has announced that it plans to expand its service network to seven North American locations by adding an MCI Service Center in the greater San Francisco Bay area. The new location will support both MCI and Setra brand coaches with OEM parts, maintenance, repair and warranty, and will include include service and bus-wash bays, a parts pick-up window along with new and pre-owned coach inventory. View the entire press release

I N C A S E YO U M I S S E D I T.

MCI BEGINS 2017 WITH ENHANCED MODELS, EXPANDED PARTS AND SERVICE AND PLANS FOR A 35-FOOT COACH AND FULLY ELECTRIC COACH

Motor Coach Industries headed into 2017 and the industry trade show season after a tremendous 2016, not only for MCI, but for its growing customer base as well. Improvements to the J4500 include the latest generation of EPA 2017 engines, and in the areas of advanced driver assistance technology and enhanced passenger comfort. Also featured are added luxuries to the Setra S 417 TC, the beginning stages of the development of an electric MCI coach as well as the design of a 35-foot MCI J4500 coach. View the entire press release

M A I N T E N A N C E M AT T E R S

CAN DO: COMMUNICATING KNOWLEDGE ABOUT YOUR CAN LINE

What is CAN? What is a CAN Line? CAN BUS? Data Line? J1939? Those terms may sound confusing to many. While the CAN system is complicated, something only engineers can fully understand, most of us only need to know the basics on how it works. So letâ&#x20AC;&#x2122;s try to simplify things. CAN means Controller Area Network. What we have been told in the past is that a CAN Data line is like a telephone party line in which modules talk to one another. While that is true, what is more important is understanding how the conversation works. CAN BUS is the same as CAN Data Line. CAN BUS and CAN Line are actually just (for our application) two wires twisted together with terminating 120 ohm resistors on each end. These two wires are accompanied by a single uninsulated straight wire to lessen EMI (Electro Magnetic Interference). It is called a shield wire.

This is a simple CAN Line: two twisted wires with resistors on both ends with components connected to it in parallel. The main two wires are called the “backbone,” and the connections teeing off the backbone are called “nodes.” There can be numerous components wired into the backbone (sometimes over 20 nodes). Physically checking the CAN line is easy, because it’s just two wires with resistors. You can access the CAN line through any data link connector that is used to connect a scanner or reader. The resistance should be 60 ohms. How do you get a 60-ohm reading when there are two resistors that are 120 ohms each? As stated before, these resistors are in parallel with one another, so the values aren’t simply added together. You add the inverse of each one together. Let’s do the math. 1/R = 1/R1 + 1/R2 1/R = 1/120 + 1/120 1/R = .0083 + .0083 1/R = .0166 Now that the result has been found, the answer has to be inverted too. 1/.0166 = 60 ohms. What if we were to install another 120-ohm resistor in place of an open node? 1/R = 1/120 + 1/120 + 1/120 1/R = .0083 + .0083 + .0083 1/R = .0249 1/.0249 = 40 ohms. Note: The CAN lines on MCI coaches only use two 120-ohm resistors; do not modify the system by adding additional resistors. If we had a cut wire or open circuit (120 ohms) on the backbone, we would see 120 ohms, because we would be going through only one resistor. If we have 60 ohms resistance on the two wires, we can be fairly confident that the physical wiring is ok—assuming none of the wires are shorted to ground or the shield wire. It is possible to get a 60-ohm resistance reading across the two data wires and still have one of them shorted. We could also have a short between the wires themselves (0 ohms) or continuity to the shield wire.

The shield wire must never have continuity to the two data wires but will have a connection to the frame as a ground. The shield wire must only be grounded in one location. Grounding the shield wire at a second location makes it into an antenna, which negates its purpose.

Speaking CAN’s language Now that we have an idea of what a CAN line is, we need to understand how information is transmitted on these two wires. All this is done under J1936, which is the protocol created by the Society of Automotive Engineers (SAE) and used in this information transfer. Instead of protocol, let’s use the word “rules “or “language” to simplify things. J1939 is the standard of rules and language used for electronic components to “talk” to one another. Everybody has to speak the same language under the same rules. If one component speaks Spanish and the other English and the other French, not much will get done. All of the components communicate using electricity, instead of sound like humans. The components send a digital square wave signal into these wires. J1939 nominally uses 0-5 volts.

These square waves are codes; J1939 uses a 29-bit identifier, which means a mixture of these 29 digital signals will mean different things. Each of these square waves is called a “bit.” And different bits will identify the importance of the message (very or not much), where the message originates (engine), what the message is (engine coolant temperature), what the temperature value is (195°). Engineers determine the order that the messages are sent and that they are repeated. J1939 speed is 250,000 bits per second. At 29 bits per message, that is 8,620 messages per second. So the first message may be engine temperature, the second oil pressure, the third engine rpm, etc. After the last message, the sequence repeats itself to update any changes, temperature, pressure, rpm, etc. Now what if we have the ABS module sending messages on these two wires? Same thing—it has to speak the language, J1939. Every component on the CAN line follows the same rules so each module communicates during its turn and all can understand.

Also, why are messages coded with priority? As we drive down the highway we get a speed signal from the TCM. Speed is not something that changes drastically over seconds, so it doesn’t have to be updated as frequently. However, throttle position sensor is one you don’t want to wait for. You want it now. So we have 29 bit identifier messages sent on these two wires as a 0-5 volt digital signal. This square wave is described as 0 volts (OFF) for the bottom line and 5 volts (ON) for the top line, or 0 for the bottom and 1 for the top. An example may look like this 00011101100010111100001111111. This would be one identifier message. With the voltage varying from 0 to 5 volts rapidly, a multimeter is not fast enough to see all the separate waves, so it averages the voltage. On the “+” wire you should see a little more than 2.5 volts, and on the “-“ wire a little less than 2.5 volts. That is an indication that messages are traveling on the CAN line. If your resistance is good and the data line is not shorted, but you do not see any voltage on the lines or a big deviation from normal, then you may have a module issue compromising the data line. As you can see, the CAN line is just a small part of the coach’s electrical system, but it’s a vital communication system than can affect a number of unrelated coach systems.

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PETER KING, VICE PRESIDENT Office: 952.656.3254 • Cell: 612.812.1286 Email: pking@tcfef.com • Fax: 952.656.5081 Website: tcfef.com/motorcoach Delivering finance solutions.

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802-656-9141

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CONTACT MARKETING@MCICOACH.COM TO FIND OUT MORE ABOUT OPPORTUNITIES TO JOIN MCI AT KEY INDUSTRY EVENTS OR ENJOY SOME PROMOTIONAL SPACE IN FUTURE ISSUES OF FYI FROM MCI.

AWARDS AND MORE AT ABA ANNUAL MEETING AND MARKETPLACE IN CLEVELAND The busy American Bus Association (ABA) Annual Meeting and Marketplace, January 14â&#x20AC;&#x2019;17 in Cleveland, drew more than 875 attendees, many of whom stopped by the MCI booth to meet new President Ian Smart, hear about the new MCI Parts Store and to experience the new 2017 MCI J4500 and Setra TopClass S 417 in person. There was also a special ceremony for MCIâ&#x20AC;&#x2122;s own:

The MCI-sponsored ABA Green Spirit Award

went to Arrow Stage Lines of Norfolk, NE, in the large operator category and H & L Charter of Rancho Cucamonga, CA won small operator honors. The peer-judged award is also supported by eRating, a program of the Certification for Sustainable Transportation at the University of 30

Vermont. MCI established Green Spirit 10 years ago to promote advances in cleandiesel engine technology and to recognize motor coach operators for their green-friendly equipment investments, business practices and driver education programs that limit idling and encourage good driving practices.

Winners gathered at the MCI booth are from left: David Kestenbaum, representing eRating; Elaine Fickett, president H & L Charter; Ian Smart, MCI president; Jodie Merritt, vice president H & L Charter; Patrick Scully, MCI executive vice president of sales and marketing; Pat Ziska, MCI vice president of new coach sales; TJ Morgan, president of Citizen Auto Stage, Tucson, AZ and chair of the ABA environmental committee; Arrow Stages Lines’ chief operating officer Luke Busskohl and Arrow corporate operations and marketing specialist Alex Busskohl.

Congratulations to Pat Ziska, MCI vice president of new coach sales, who was honored with a 2017 ABA Women in Buses Award for her unparalleled industry knowledge, pioneering leadership and personal touch. The award recognizes the role of women in the motor coach industry who work collaboratively on issues and concerns of women business leaders as well as industry specific trends. Pat, who began her career 40 years ago, holds one of the highest positions in North America’s bus industry. From an administrative post at Hausman Bus Sales, Pat put herself through college and began her career in customer service and marketing. When MCI bought Hausman in the 1980s, Pat’s responsibilities and aspirations increased. By

1997, she became the first woman vice president at MCI, adding the title of vice president of customer relations in 2001. She was named to her current position in 2012. Her career highlights include the launch of MCI’s Renaissance coach, which paved the way for the industry-leading MCI J4500 coach in 2001; the 2007 launch of the Motorcoach Council, an owner/operator marketing group; and many other programs and events that advocated the benefits of motor coach travel and of doing business with MCI. 31

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What You Get Warranty

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Vin #00235, 2005 Setra S 417 TC

A 60-day limited warranty, plus 4-months of extended coverage on brakes, electrical system and more (excluding engine, transmission, batteries and tires), adds confidence to your purchase.

Maintenance

Includes two free express service visits and a 10,000-mile preventive maintenance at any six MCI Service Center locations.

Training

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Vin #00495, 2007 Setra S 417 TC

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A New Flyer company

Motor Coach Industries · 200 East Oakton Street · Des Plaines, IL 60018 · Phone 866.624.262 · www.setra-coaches.com Distributor of EvoBus GmbH for Setra buses and Setra parts in the United States and Canada.

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Have a great picture of your MCI or Setra coach in a fabulous location? Historical MCI or Setra photos? Send us what you have and we may use it in the next FYI from MCI! Send submissions to fyi@mcicoach.com www.mcicoach.com

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Motor Coach Industries · 200 East Oakton Street · Des Plaines, IL 60018 Phone 866.624.2622 · www.setra-coaches.com Distributor of EvoBus GmbH for Setra buses and Setra parts in the United States and Canada.