By Richard Marinucci

The goal of the fire service is to provide the best possible service every time. There is an expectation of "A" performance from the people who call 911. Organizations cannot provide top-shelf service without the reliable apparatus. This means that the vehicles are in service almost all the time, and when they need service or repair the time out of service is minimal. There is also an expectation that the vehicle will last many years. It must function just as well in its last year as its first.

Setting the Standard

The Cadillac brand has been associated with excellence to the point that it is used to identify other products that have a sterling reputation. You may have heard someone say that a particular brand is the "Cadillac" of that line of products, or you may have even said it yourself. What is being said is that something is reliable and dependable to the point that it exceeds the norm or average within an industry. It does not necessarily mean that it was the least expensive or cheapest. The implication is that if you can afford the particular product, you won't be disappointed in its performance. You will also be getting the state of the art within the industry.

Along with the perception that you are getting a top-shelf product, you are getting follow-up service that is also exceptional. I have a friend who works for Cadillac, and one of his roles is to respond to calls for roadside assistance. Within a certain period of time after a purchase or lease, the owner receives free service should something go wrong. This can be for something wrong with the vehicle or something the owner did. The service includes jumping a battery, even if the owner left the lights on; fixing a flat tire, even if the driver rode over a pile of nails; and even gasoline if the owner disregarded the warning that the vehicle was getting low on fuel.

General Motors and Cadillac have found a niche in the market that is willing to pay for a better, more reliable automobile that comes with follow-up service. I know there are other luxury vehicles and companies that do the same. The point is that some people think it is important to have this added value. Although it is charging for this, Cadillac certainly wants to minimize its service calls because the more it responds, the more it pays. It also risks an impact on its reputation. Another thing to note is that the company does not care what causes the problem, it just fixes it. It doesn't blame various suppliers for things that go wrong; it just makes it right for the customer.

I have been asking various people in the fire service what vehicle they would buy if price was not a factor. This has not been a scientific poll by any stretch of the imagination. I have asked people from different parts of the country, but that is about the extent of my attempts to be random. The results have varied. I have not had any particular manufacturer identified as being the Cadillac of fire apparatus-be it engines, ladders, rescues, ambulances, or whatever else comes to mind. I am not sure how this affects my future decisions regarding the acquisition of apparatus, but it can get me thinking about issues that I need to consider further with respect to reliability, service, and cost.

Apparatus Acquisition

Acquiring fire apparatus is not the same as buying a car. In most cases, specifications are drafted and the buyer gets to request different components. Fire departments can choose the chassis, engine, pump, tires, water tank, and anything else they want to specify. Following the same discussion from earlier, which of the individual components would be considered the Cadillac? Which ones would be considered the most reliable with the best follow-up service? Many times fire departments can specify the components they desire, regardless of price. Rarely would a fire department bid be quest

Chris Mc Loone

Technology is transcending just about every part of fire apparatus and equipment design. Most of the time electronics come to mind when discussing technology. Think about all the electronics that go into fire apparatus, self-contained breathing apparatus (SCBA), and recently even personal protective equipment (PPE) research has been devoted to adding electronics into PPE. They're everywhere.

Another technology area firefighters often think of is communications. Between digital radio systems, mobile data computers (MDCs), and paging systems, communications today are advancing more quickly than many can comprehend. Performance Advantage Company (PAC) is leveraging communications in a way not traditionally considered in the fire service. There are few, if any, fire departments that don't have a computer connected to the Internet. It's the way the world communicates today. Although the days of picking up the phone and calling a dealer or OEM are not gone, communicating with e-mail and through a company's Web site is the preferred method for many, especially the younger generation entering the fire service today.

PAC's specialty is tool-mounting systems. In the 20 years the company has existed, its reach has become global. Even when the economy saw better times, it was not always feasible to send representatives all over the world to train end users and dealers how to install PAC's mounting systems. With PAC's new "PAC SHOWROOM," communicating just got easier. "Our swing-out tool board is getting very popular, and it's easy to install if you know how," says Dick Young, founder of PAC. "Engineering has put out instructions that should be OK. But, suppose you run into trouble?" PAC will have the parts and pieces for its swing-out tool board right at the PAC SHOWROOM. Using video conferencing, Young says, "We'll be able to show you exactly where you've got the problem."

(1) The PAC SHOWROOM includes workbenches, layout tables, drills, saws, and so on. With video conferencing, end users can work with technicians in real time to solve their mounting problems. (Photo courtesy of Performance Advantage Company.)

Identifying a Need

Tool mounting has become increasingly important. Besides the various tool mounting required to be compliant with National Fire Protection Association (NFPA) 1901, Standard for Automotive Fire Apparatus, there are weight distribution considerations. Still, many departments have compartments full of equipment that is not mounted. "One of the problems, first of all, is getting the end user to be willing to identify that tool mounting is a problem," says Chick Granito, vice president of PAC. "What we see a lot of is a compartment open and everything thrown into it with no ability to safely mount the equipment, to inventory the equipment, or save the equipment from being damaged. We've had situations where a fire department spends an exorbitant amount of money each year to repair portable equipment because it's just bouncing around in the compartment."

Young adds, "Another very important thing is that up until a few years ago, the way you bought a fire truck was you got it in and then you figured out how to mount your equipment. Now you really have to figure out what your equipment-mounting needs are to design your new truck."

Additionally, PAC receives inquiries from dealers, customers, and potential customers who want to know how to best mount the wide variety of tools and portable equipment in use throughout the world.

The need to show end users exactly how to mount