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Company logo Pratt & Whitney Component Solutions Vendor Symposium August 24-26, 2010 COPYRIGHT © 2010 HAMILTON SUNDSTRAND CORPORATION. THIS DOCUMENT IS.

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Presentation on theme: "Company logo Pratt & Whitney Component Solutions Vendor Symposium August 24-26, 2010 COPYRIGHT © 2010 HAMILTON SUNDSTRAND CORPORATION. THIS DOCUMENT IS."— Presentation transcript:

1 Company logo Pratt & Whitney Component Solutions Vendor Symposium August 24-26, 2010 COPYRIGHT © 2010 HAMILTON SUNDSTRAND CORPORATION. THIS DOCUMENT IS THE PROPERTY OF HAMILTON SUNDSTRAND CORPORATION (HSC). YOU MAY NOT POSSESS, USE, COPY OR DISCLOSE THIS DOCUMENT OR ANY INFORMATION IN IT, FOR ANY PURPOSE, INCLUDING WITHOUT LIMITATION, TO DESIGN, MANUFACTURE OR REPAIR PARTS, OR OBTAIN ANY GOVERNMENT APPROVAL TO DO SO, WITHOUT HSCS EXPRESS WRITTEN PERMISSION. NEITHER RECEIPT NOR POSSESSION OF THIS DOCUMENT ALONE, FROM ANY SOURCE, CONSTITUTES SUCH PERMISSION. POSSESSION, USE, COPYING OR DISCLOSURE BY ANYONE WITHOUT HSCS EXPRESS WRITTEN PERMISSION IS NOT AUTHORIZED AND MAY RESULT IN CRIMINAL AND/OR CIVIL LIABILITY. Hamilton Sundstrand Proprietary

2 Topics for Discussion Introduction to Hamilton Sundstrand Hamilton Sundstrand Aftermarket Partnership with PWCS Customer Response Center Initiative Web Tools to Reach Us HAMILTON SUNDSTRAND PROPRIETARY 2

3 UNITED TECHNOLOGIES CORP. More than 200,000 employees 2009: $53B $11.4B $11.8B $6.3B $5.6B $5.5B $12.6B 3 HAMILTON SUNDSTRAND PROPRIETARY

4 HS Aerospace HS Industrial Approximately 16,500 employees worldwide; 3,000 industrial One third of aerospace work force is outside the U.S.; half of industrial work force outside U.S. More than 150 locations, including field offices, in 20 countries HAMILTON SUNDSTRAND A global presence 4 HAMILTON SUNDSTRAND PROPRIETARY

5 HAMILTON SUNDSTRAND 2009 revenue: $5.6 B Electric systems Air managementEngine systems Auxiliary power Fire protection Propellers Space systems Actuation Industrial $1.1B Compressors Specialty pumps Aerospace systems $4.5B Hamilton Sundstrand is among the world's largest suppliers of technologically advanced aerospace and industrial products. 5 HAMILTON SUNDSTRAND PROPRIETARY

6 Aerospace Systems $4.4B Industrial $1.4B Customer Service Capabilities Technical Support (24/7) Engineering Services Asset Management Services Repair Services Line Replaceable Unit Provisioning Spare Parts Company Private 6 HAMILTON SUNDSTRAND PROPRIETARY

7 CUSTOMER SERVICE Global Network Repair Facility Distribution Center Field Office 4Q08 Key Data: 2,000 Professionals 60 Facilities Company Private 7 HAMILTON SUNDSTRAND PROPRIETARY

8 TULSA DALLAS SEATTLE SAN FRANCISCO JIM SANOCKI, FSR PITTSBURGH LOS ANGELES MONTREAL PETE HRYNIEWICZ, FSR NORFOLK WINDSOR LOCKS GARY SCHULTZ, FSR MINNEAPOLIS ATLANTA HOUSTON STEVE FRIENDS, FSR CONRAD MEIJER, FSR ROCKFORD KONRAD DUDEK, FSR MARK GOLARZ, FSR JASON RAAUM, FSR JOHN SZILLAT, FSR PAUL DEWITT, OSS P. LIDDELL, OSS MGR DAVE JOHNSON, CSM DANA SCHULZ, CSM ERNIE DALESSANDRO, FSR MARK OSTHEIMER, FSR ROBERT HOAR, FSR JOHN SWEITZER, DIR., SALES HERMAN ROSSHIRT, FS MGR CHRISTOPHER BUSCETTO, FSR LARRY TIBERIO, CSM TRANG DANG, CSM STEVE SWART, OSS ERIC GRUBBS, FSR DENNIS PALMER, FSR DAVID AYARS, FSR BOB PINGEL, OSS MIKE BEATT, OSS Customer Support Offices – Americas Region MT. LAUREL MARTY SEZACK, FSR MIRAMAR BRIAN MURPHY, CSM DAVE MURPHY, CSM GUS MARTINS, CSM PETE CORDERO, OSS INDIANAPOLIS JOHN MCKEEHEN, FSR SAO PAULO ADRIANO BARBIERI, FSR ROBERTO MICHELIN, FSR SERGIO OLGUIN, FSR August 2010 NEW YORKSANTIAGO JUAN MARTONE, FSR MARK FAY, OSS 8 HAMILTON SUNDSTRAND PROPRIETARY

9 TOULOUSE BORDES LONDON ALAIN ROUGIER, FSR JEAN-PAUL VERGEZ, FSR HAMBURG FRANKFURT ROME AMSTERDAM THORSTEN MÖLLER- REICHENBACH, OSS ARNE RUETER, MGR FSR PETER STROZYK, FSR CHARLES VANT HOF, FSR HUUB PEELS, OSS LUTZ SPECHT, FSR ANGELO CASADIDIO, FSR MICHEL KUCZOWICZ, FSR SIMON ASHURST, CSM STEPHAN CLAASE, FSR GLYN HENDERSON, OSS Customer Support Offices – Europe Region DUBAI ANTHONY VAN DER DRAAI, FSR BRIAN HUNTER, CSM August 2010 DIJON GRENVILLE MITCHELL MAASTRICHT STEVE JAFFE, CSM PORTUGAL TONY FONTES, CSM 9 HAMILTON SUNDSTRAND PROPRIETARY

10 KUALA LUMPUR SINGAPORE TOKYO BEIJING SYDNEY SHANGHAI CHARLIE ZHANG, FSR GUANGZHOU STEVEN LIN, FSR HONG KONG SHAWN CHEN, FSR PUSAN TOM LEE, FS MGR / CSM TAIPEI ALBERT SUN, FSR / CSM WAI CHEONG LOH, GM JEFFREY YAP, CSM GAVIN CHEW, FSR BENJAMIN LEONG, FSR MICKY NGAU, FSR KING WONG, GM JACK MORRISON, CSM KIDO SEOK, FSR STEVE ZAMMIT,OSS MASAHITO FURUYA, FSR THOMAS MILLER, FSR ADRIAN LEE, OSS HUAXING LU, FSR HAN MINGHUI, CSM MELBOURNE HENRY CORDANI, FSR / CSM XIAMEN MUMBAI HARESH BALASUBRAMANIAM, CSM BIPLOB NATH, FSR NAGASAKI IAN BARTLETT, OSS LI YAJIE, GM Customer Support Offices – Asia Pacific Region August HAMILTON SUNDSTRAND PROPRIETARY

11 Repair Services Full capability within all three IATA regions Customer Service Administration located at each facility Working hard to present one standard face 11 HAMILTON SUNDSTRAND PROPRIETARY

12 . WorldWide Repair Facilities Windsor Locks, CT AMS / EC&A / Elec. / Prop. Rockford, IL Emergency Power. San Diego, CA APU. Phoenix, AZ Elec. Power / Electronics Miramar, FL Electric Power Puerto Rico Electronics Wilson, NC Fire Supp. / Detection Caudebec-en-Caux APU Dijon, France Electric Power Antony, France Fire Supp. / Detection The Netherlands AMS / Prop. Frankfurt, Germany Cabin Pressure Wolverhampton, England Heat Exchange Berkshire, England Fire Supp. / Detection Claverham, England Actuation Shannon, Ireland Electric Power (Rewind) Figeac, France Prop. / Actuation Singapore (FAST) EC&A Singapore (SunPac) Electric Power Kuala Lumpur, Malaysia AMS Xiamen, China Electric Power Victoria, Australia Fire Supp. / Detection IATA 1 IATA II IATA III 12 HAMILTON SUNDSTRAND PROPRIETARY

13 Repair Services 2010 goals to push product –15 days for mechanical –10 days for electronics Concentrating on our core competencies Working toward long term agreements with key customers –Streamlines repair process –Helps to forecast shop loads 13 HAMILTON SUNDSTRAND PROPRIETARY

14 3-Year Strategic Roadmap ACE Gold SitesBest in class customer service – ACE Gold Sites Quality (Zero Escapes, Repair Reliability, Regulatory Compliance) Delivery (Consistent 95% CSL) Administration (50% Hold Reduction, 6.5 MFA, Maximize Contracts Performance) Communication (Responsiveness, Accessibility, & Accuracy) 787 EIS Repair capability (Accurate Planning & Flawless Execution) Aggressive Cost Reduction Network integration (Leverage Knowledge, Capabilities, & Expertise) Standardization (Best Common Processes & Solutions) Product Rationalization (Keep what we do best) Productivity (Match Best In Class) 14 HAMILTON SUNDSTRAND PROPRIETARY

15 70% Reduction Quality 3-Year Roadmap 15 HAMILTON SUNDSTRAND PROPRIETARY

16 Delivery 3-Year Road Map ACE Gold VSM, Kaizen Standard Work 30 Days 27 Days 25 Days 20 Days 16 Days 12 Days OPS Supply Chain Admin CSM 16 HAMILTON SUNDSTRAND PROPRIETARY

17 PWCS and HS Partnership HS looked for process improvement in Biz Jet and regional support Saw potential in a partnership with PWCS –PWCS is a logistics provider –HS is a repair station Formalized in November 2007 PWCS became our Authorized Distributor for legacy PWC engine components 17 HAMILTON SUNDSTRAND PROPRIETARY

18 PWCS and HS Partnership Today we have over 50 LRUs under agreement with PWCS Hundreds of LRUs in stock at PWCS for your immediate needs AOG activity, Retrofits, Mod Programs all see better coordination 18 HAMILTON SUNDSTRAND PROPRIETARY

19 This project will enable Hamilton Sundstrand to address in-service technical issues through more robust data driven processes. It will become a key differentiator for HS in the marketplace. The expected outcome:.100% data capture and tracking.Improved response time.Proactive issue identification Improved first time fix rate.Improved customer satisfaction CUSTOMER RESPONSE CENTER Project initiatives Milestones Groundbreaking5/10 Internal piloting8/30 External go live11/1 19 HAMILTON SUNDSTRAND PROPRIETARY

20 Internal UTC Benchmarks External UTC Benchmarking CUSTOMER RESPONSE CENTER Benchmarking 20 HAMILTON SUNDSTRAND PROPRIETARY

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22 Hamilton Sundstrand Customer Service e-Commerce 22 HAMILTON SUNDSTRAND PROPRIETARY


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