Jean-Luc LAVENIR, Otis presenation at Aftermarket 2012

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"Service Excellence. A challenge for growth in the Elevator industry" Jean-Luc LAVENIR, Otis presenation at Aftermarket Business Platform 2012. More information www.aftermarketeurope.com

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Service Excellence A challenge for growth in the Elevator industry OTIS example Jean-Luc LAVENIR Director Field Operations Otis NEAA Europe & Africa

Otis Elevator Company
Headquartered in Connecticut, USA, Otis employs 60,000 people globally for 13 b$ of sales
World’s largest manufacturer of people-moving products including elevators, escalators and moving walkways
Maintains more than 1.8 million elevators and escalators worldwide
Products and services in more than 200 countries and territories

Kohinoor Square, India
PetronasTowers, Malaysia
Iconic Buildings – Otis Elevators
Empire State Building, USA
Eiffel Tower, France
Burj Khalifa, United Arab Emirates
Shanghai World Financial Center, China

New Equipment
Modernization or Replacement
Maintenance & Repair
Year 1 year 20
Elevator Business Model
Keep performance Upgrade performance

Yesterday
Today
Steel ropes
Belts
High consumption
Low consumption & Regeneration
Hydrolic/Geared
Gearless
Specific
Comoditized
Oil
Green
Elevator Market trends : Products (mature market)
Technical Differentiators
Regen drive

Market Requirements
Yesterday
Today/Tomorrow
Maintenance requirements
Complex
Standard
Communication
Limited &
Technical
High &
Performance
Transparency
Limited
High
Green
Not a priority
Differentiator
External actors
Limited
Notify Bodies
Reactiveness
Middle
High
Contract Prices
Stable
Under pressure
Elevator Market trends : Service (mature market)
Change of Paradigm

WHAT IS SERVICE IN ELEVATOR BUSINESS ?
Customer
. Surveys
Report
Depot
Supervisor
Customer
Care Center
Mechanic Mechanic
Remote
Mechanic
Mechanic
Remote
Mechanicc
Mechanic
Customer
Care Center
@Service Reports
Mechanic/
Call Center
Remote Intervention
Sales Rep Structured
visit

OTIS DIFFERENCIATORS IN SERVICE
•Service Excellence
•Segmentation
•«E » Service & Elite

SERVICE EXCELLENCE
•Employees Behaviour
•Customer perception
Make Service visible

OTIS ELITE™ SERVICE : CREATE VALUE
Premium service to customer
-Dedicated Hotline
-Remote intervention
-Top skilled experts
-Gold communication
-Remote diagnostic

SERVICE EXCELLENCE: A CHALLENGE FOR GROWTH
•Challenge in Mature countries
•Ongoing change of paradigm (service)
•Value Added to customer (partnership)
•Communication becomes key
• Challenge in Emerging Countries
•Create a market
•Learn lessons from mature contries

Jean-Luc LAVENIR, Otis presenation at Aftermarket 2012

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Jean-Luc LAVENIR, Otis presenation at Aftermarket 2012

1. Service Excellence A challenge for growth in the Elevator industry OTIS example Jean-Luc LAVENIR Director Field Operations Otis NEAA Europe & Africa

2. Otis Elevator Company Headquartered in Connecticut, USA, Otis employs 60,000 people globally for 13 b$ of sales World’s largest manufacturer of people-moving products including elevators, escalators and moving walkways Maintains more than 1.8 million elevators and escalators worldwide Products and services in more than 200 countries and territories

3. Kohinoor Square, India PetronasTowers, Malaysia Iconic Buildings – Otis Elevators Empire State Building, USA Eiffel Tower, France Burj Khalifa, United Arab Emirates Shanghai World Financial Center, China

4. New Equipment Modernization or Replacement Maintenance & Repair Year 1 year 20 Elevator Business Model Keep performance Upgrade performance

5. Yesterday Today Steel ropes Belts High consumption Low consumption & Regeneration Hydrolic/Geared Gearless Specific Comoditized Oil Green Elevator Market trends : Products (mature market) Technical Differentiators Regen drive

6. Market Requirements Yesterday Today/Tomorrow Maintenance requirements Complex Standard Communication Limited & Technical High & Performance Transparency Limited High Green Not a priority Differentiator External actors Limited Notify Bodies Reactiveness Middle High Contract Prices Stable Under pressure Elevator Market trends : Service (mature market) Change of Paradigm

7. WHAT IS SERVICE IN ELEVATOR BUSINESS ? Customer . Surveys Report Depot Supervisor Customer Care Center Mechanic Mechanic Remote Mechanic Mechanic Remote Mechanicc Mechanic Customer Care Center @Service Reports Mechanic/ Call Center Remote Intervention Sales Rep Structured visit

8. OTIS DIFFERENCIATORS IN SERVICE •Service Excellence •Segmentation •«E » Service & Elite

9. SERVICE EXCELLENCE •Employees Behaviour •Customer perception Make Service visible

10. OTIS ELITE™ SERVICE : CREATE VALUE Premium service to customer -Dedicated Hotline -Remote intervention -Top skilled experts -Gold communication -Remote diagnostic

11. SERVICE EXCELLENCE: A CHALLENGE FOR GROWTH •Challenge in Mature countries •Ongoing change of paradigm (service) •Value Added to customer (partnership) •Communication becomes key • Challenge in Emerging Countries •Create a market •Learn lessons from mature contries

Jean-Luc LAVENIR, Otis presenation at Aftermarket 2012

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Jean-Luc LAVENIR, Otis presenation at Aftermarket 2012