Emerson has been working on the integration of service into their product development process for a number of years. This presentation will show Emerson’s experiences, activities and plans to make service a core part of the business.

1. CRM for ServiceCRM for Service ––
Best PracticeBest Practice
Per Svensson, Director Aftermarket
Marine Tank Management (MTM)
Rosemount Tank Radar AB Confidential
Marine Tank Management (MTM)
Copenhagen 19th March, 2013

2. Key MessagesKey MessagesKey MessagesKey Messages
We have a long history within the Marine Industry
and we are an organization which has been
formed through a number of acquisitions
Global access to information on our Installed
Base and to the Service History for the
individual ships a key for;
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individual ships a key for;
– Efficiency when servicing Customers
– Growing our Service Business
Best Practice for us A CRM System
customized for our Marine Service needs
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3. Emerson AtEmerson At--aa--GlanceGlanceEmerson AtEmerson At--aa--GlanceGlance
$24.4 Billion in sales (2012)
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NYSE: EMR Diversified global
manufacturer
and technology provider
Approximately 133,000
employees worldwide –
in 8 Business Platforms
Headquarters in
St. Louis, Mo.
#1 Compressors
#1 Refrigeration Controls
Measurement Valves & Regulators Systems & Solutions
• Pressure
• Temperature
• Level
• Flow
• pH
• Conductivity
• Gas Composition
• Control Valves
• Regulators
• Valve Actuators
• Valve instruments
Asset Optimization
• Control Systems
• Turnkey Projects
• Engineering Design
• Industry Centers
• Asset Management Systems
• Instrument &Valve Services
• Plant Optimization
• Electrical Reliability Services
• Consulting
• Training

4. Marine Tank ManagementMarine Tank Management MTMMTMMarine Tank ManagementMarine Tank Management MTMMTM
KEY FACTS
• The Global Marine Centre of
Excellence within Emerson
• No. of Employees: Approx. 690
• MTM Manufacturing Plants:
China, Denmark, South Korea,
Sweden
• MTM Sales & Service Locations:
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• MTM Sales & Service Locations:
Greece, Singapore, UAE & USA
Valve
Remote Control
(All Tanks)
Cargo Monitoring
(Cargo Tanks)
Tank Level Gauging
(Ballast, Bilge & Service
Tanks)
Control System -
Human Machine
Interface
Engine Room
- Alarm
Monitoring

5. Marine Tank Management SystemsMarine Tank Management SystemsMarine Tank Management SystemsMarine Tank Management Systems
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6. HistoryHistory -- Marine Tank ManagementMarine Tank ManagementHistoryHistory -- Marine Tank ManagementMarine Tank Management
Emerson acquired;
• Saab Marine Electronics – 2001
• Damcos – 2007
Cargo Tanks - Level
Gauging Systems
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Valve Actuation &
Control Systems

7. We service all types ofWe service all types of shipsships........
….. all over the World….. all over the World
We service all types ofWe service all types of shipsships........
….. all over the World….. all over the World
Our Customers
• Ship Owners & Operators
• Ship yards
• Service Representatives
• Distributors
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Totally 16 various product generations in operation
- on 9000+ ships
We maintain Service & Spare parts for older generations

8. MTM Service NetworkMTM Service NetworkMTM Service NetworkMTM Service Network
MTM Sweden (& Finland)
• 6 Service Eng’s (for WW service)
• CMS & TLG coordination center
• Spare part center
MTM China
MTM Korea
• 13 Service Eng’s
• Spare Parts
MTM Denmark
• 12 Service Eng’s (for WW service)
• MTM/VRC coordination center
• Spare part center
MTM Dubai
• 3 Service Eng’s
• Spare Parts
SME Service, Rotterdam
• Works solely for MTM
• 4 Service Eng’s
• Spare part center
MTM Greece
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MTM China
• 20 Service Eng’s
• Spare Parts
MTM USA
• 5 Service Eng’s
• Spare Parts
MTM Singapore
• 13 Service Eng’s
• Spare Parts
MTM Service Station
Service Representative
Total Service Eng’s 150
Situation today
Different Legal entities with
different Business systems
Information stored in many
shapes at many loactions!
Huge Manual Work to
coordinate Warranty &
Service Work
Category ”Volume”
Installed base 9000+ vessels
Product
generations
16 in operation
Service &
Warranty
2000+ requests
per year
Spare Part
orders
8000+ per year
MTM Greece
• 2 Service Eng’s
• Starting up

9. Center of ExcellenceCenter of Excellence ––
….Information & Knowledge is the Key….Information & Knowledge is the Key
Center of ExcellenceCenter of Excellence ––
….Information & Knowledge is the Key….Information & Knowledge is the Key
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10. MTMMTM –– CRM for ServiceCRM for ServiceMTMMTM –– CRM for ServiceCRM for Service
CRM system for service which
will be the foundation for;
– Efficiency when servicing and
responding to customers = Easy
access to relevant information
– Sharing of service handling and
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– Sharing of service handling and
work-load between MTM sites =
Global access to information
– Early capture of eventual field
issues & product quality issues =
Data captured in a consistent way
– Aftermarket growth – reaching
out to customers with targeted
offers = Information on installed base
10
General concept of Service Ticket Management Tool

11. Relations…Relations…Relations…Relations…
Shipyard
• Buy Systems/Products from MTM
• Install products
• Gives the ship a Hull number
• MTM has warranty obligation to Shipyard
for 12 months after ship delivery to owner
Ship Owner
• Owns the ship, may keep it for 25 years
• Names the ship
• MTM may have an agreement with the ship owner
• May run the ships themselves or use a ship
management company
Ship Management
CompanyShip
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Company
• May run the ship on behalf of
the ship owner
Ship
• Has a Name
• Has a Hull number
• Tied to a unique
IMO number
MTM Systems/Products
VRC = Valve Remote Control
CMS = Cargo Monitoring System
TLG = Tank Level Gauging
Systems Installed onboard the ship. These
systems consists of sub-systems and
components.
Ship Agents
Local ship agent s in port/area
which we communicate with re
ship’s berthing schedule and
delivery address for spare parts.
Ship = Account Yes!

12. CRMoDCRMoD –– Providing MTM a HolisticProviding MTM a Holistic
View on Customers and Installed BaseView on Customers and Installed Base
CRMoDCRMoD –– Providing MTM a HolisticProviding MTM a Holistic
View on Customers and Installed BaseView on Customers and Installed Base
Data
Support Requests
SR Types
• Technical Support
• Onboard Service
• Overhaul
• Commissioning
• Spare Part
• Upgrade/Retrofit Sales
• Crew Training
KPI’s – MTM
Customer Satisfaction
Ships
Accounts
• Ships
• Shipyards
• Ship Owners
• Ship Managers
• Contacts
Ships
• IMO #, NB #
• Ownership
• Type, Size
• Age
Monthly updates
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Data
Agreements
Entitlements
• Frame Agreemenst
• Fleet Agreements
• Service Level
Agreements
Installed Base
Assets
• Systems
• Products
• Warranties
Product Life Cycle Management
MTM Aftermarket KPI's Goal
Performance
3 Mo Avg
Diff. vs
Goal
Service Mission PDSL 95% 89% -6%
Service Mission FCC 95% 83% -12%
Spare Parts Delivery PDSL 95% 66% -30%
Currently 9000+ ships
with IMO numbers

13. MTM Overall ProcessMTM Overall Process –– Support RequestsSupport RequestsMTM Overall ProcessMTM Overall Process –– Support RequestsSupport Requests
S
T
A
R
T
S
T
O
P
Customer
Request
Register
SR
Evaluate,
Decide
activity
Execute
Activity
Evaluate
Activity,
Close SR
Feedback
to
Customer
MTM Roles
• SR Administrator
• SR Coordinator
• SR Executor ERP System
Financial & Material
transactions made
in ERP system
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T P
SR = Support Request
SR Types
• Technical Support
• Onboard Service
• Overhaul
• Commissioning
• Spare Part
• Upgrade/Retrofit Sales
• Crew Training
activity Close SR Customer
CRMoDCRMoD

14. CRM for ServiceCRM for ServiceCRM for ServiceCRM for Service
Current status - Service
– Sweden in operation 4 months
• tested & fine-tuned functionallity
• developed Training & User Manuals
– Denmark – starting implementation now
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– Asia & ME – implementation before summer
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Ensuring Data Quality & Discipline a Key for Sucess!

15. CRM for ServiceCRM for ServiceCRM for ServiceCRM for Service
Next Phase(s)
– Include Spare Parts & Upgrade sales
– Pro-active Life-Cycle Information / Handling
– Pro-active Preventive Maintenance Programs &
Service Level Agreement’s
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Installed Base in CRM Enable us reaching out with
targeted Offers and LCM information!

16. KeyKey MessagesMessagesKeyKey MessagesMessages
We have a long history within the Marine Industry
and we are today an organization which has
been through a number of acquisitions.
Global access to information on our Installed
Base and to the Service History for the
individual ships a key for;
[File Name or Event]
Emerson Confidential
27-Jun-01, Slide 16 Rosemount Tank Radar AB Confidential
individual ships a key for;
– Efficiency when servicing Customers
– Growing our Service Business
Best Practice for us A CRM System
customized for our Marine Service needs
16