"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

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