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Hamilton Sundstrand Proprietary
Company logo Pratt & Whitney Component Solutions Vendor Symposium August 24-26, 2010 Hamilton Sundstrand Proprietary 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 HSC’S 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 HSC’S EXPRESS WRITTEN PERMISSION IS NOT AUTHORIZED AND MAY RESULT IN CRIMINAL AND/OR CIVIL LIABILITY.
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HAMILTON SUNDSTRAND PROPRIETARY
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
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UNITED TECHNOLOGIES CORP. More than 200,000 employees
$5.5B $12.6B $5.6B $6.3B $11.8B $11.4B 2009: $53B HAMILTON SUNDSTRAND PROPRIETARY
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HAMILTON SUNDSTRAND PROPRIETARY
HAMILTON SUNDSTRAND A global presence 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 HS Aerospace HS Industrial HAMILTON SUNDSTRAND PROPRIETARY
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HAMILTON SUNDSTRAND PROPRIETARY
HAMILTON SUNDSTRAND revenue: $5.6 B Aerospace systems $4.5B Industrial $1.1B Electric systems Air management Engine systems Space systems Compressors Fire protection Propellers Auxiliary power Actuation Specialty pumps Hamilton Sundstrand is among the world's largest suppliers of technologically advanced aerospace and industrial products. HAMILTON SUNDSTRAND PROPRIETARY
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Customer Service Capabilities
Technical Support (24/7) Engineering Services Asset Management Services Repair Services Line Replaceable Unit Provisioning Spare Parts Aerospace Systems $4.4B Industrial $1.4B Company Private HAMILTON SUNDSTRAND PROPRIETARY
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CUSTOMER SERVICE Global Network
REFLECTS HS AS MAJOR BUSINESS/PARTICIPANT IN THE INDUSTRY STATISTICS ESTIMATED TO REFLECT KIDDE, SAN DIEGO AND OTHER SUBSIDIARIES KEY ELEMENTS IN PLACE CUSTOMER INTERFACE AND RELATIONSHIPS INFRASTRUCTURE TO SUPPORT DISTRIBUTION FSR NETWORK PEOPLE 4Q08 Key Data: 2,000 Professionals 60 Facilities Repair Facility Distribution Center Field Office Company Private HAMILTON SUNDSTRAND PROPRIETARY
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HAMILTON SUNDSTRAND PROPRIETARY
Customer Support Offices – Americas Region SEATTLE ROCKFORD MINNEAPOLIS 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 GARY SCHULTZ, FSR TULSA BOB PINGEL, OSS MIKE BEATT, OSS INDIANAPOLIS SAN FRANCISCO JOHN MCKEEHEN, FSR MARK FAY, OSS MONTREAL LOS ANGELES ERNIE D’ALESSANDRO, FSR MARK OSTHEIMER, FSR JIM SANOCKI, FSR WINDSOR LOCKS DALLAS ROBERT HOAR, FSR JOHN SWEITZER, DIR., SALES HERMAN ROSSHIRT, FS MGR CHRISTOPHER BUSCETTO, FSR LARRY TIBERIO, CSM TRANG DANG, CSM STEVE SWART, OSS DAVID AYARS, FSR HOUSTON STEVE FRIENDS, FSR CONRAD MEIJER, FSR MT. LAUREL ATLANTA MARTY SEZACK, FSR DENNIS PALMER, FSR SAO PAULO ADRIANO BARBIERI, FSR ROBERTO MICHELIN, FSR SERGIO OLGUIN, FSR PITTSBURGH ERIC GRUBBS, FSR MIRAMAR BRIAN MURPHY, CSM DAVE MURPHY, CSM GUS MARTINS, CSM PETE CORDERO, OSS SANTIAGO NEW YORK NORFOLK JUAN MARTONE, FSR PETE HRYNIEWICZ, FSR HAMILTON SUNDSTRAND PROPRIETARY August 2010
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HAMILTON SUNDSTRAND PROPRIETARY
Customer Support Offices – Europe Region LONDON AMSTERDAM SIMON ASHURST, CSM STEPHAN CLAASE, FSR GLYN HENDERSON, OSS CHARLES VAN’T HOF, FSR HUUB PEELS, OSS MAASTRICHT STEVE JAFFE, CSM TOULOUSE HAMBURG MICHEL KUCZOWICZ, FSR THORSTEN MÖLLER- REICHENBACH, OSS ARNE RUETER, MGR FSR PETER STROZYK, FSR DIJON GRENVILLE MITCHELL BORDES FRANKFURT ALAIN ROUGIER, FSR JEAN-PAUL VERGEZ, FSR LUTZ SPECHT, FSR DUBAI ANTHONY VAN DER DRAAI, FSR BRIAN HUNTER, CSM ROME ANGELO CASADIDIO, FSR PORTUGAL TONY FONTES, CSM HAMILTON SUNDSTRAND PROPRIETARY August 2010
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Customer Support Offices – Asia Pacific Region
BEIJING PUSAN HUAXING LU, FSR HAN MINGHUI, CSM TOM LEE, FS MGR / CSM TOKYO SHANGHAI MASAHITO FURUYA, FSR THOMAS MILLER, FSR ADRIAN LEE, OSS CHARLIE ZHANG, FSR XIAMEN NAGASAKI LI YAJIE, GM IAN BARTLETT, OSS GUANGZHOU TAIPEI STEVEN LIN, FSR ALBERT SUN, FSR / CSM HONG KONG MUMBAI HARESH BALASUBRAMANIAM, CSM BIPLOB NATH, FSR SHAWN CHEN, FSR SYDNEY KUALA LUMPUR STEVE ZAMMIT,OSS SINGAPORE KING WONG, GM JACK MORRISON, CSM KIDO SEOK, FSR WAI CHEONG LOH, GM JEFFREY YAP, CSM GAVIN CHEW, FSR BENJAMIN LEONG, FSR MICKY NGAU, FSR MELBOURNE HENRY CORDANI, FSR / CSM August 2010 HAMILTON SUNDSTRAND PROPRIETARY
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HAMILTON SUNDSTRAND PROPRIETARY
Repair Services Full capability within all three IATA regions Customer Service Administration located at each facility Working hard to present one standard face HAMILTON SUNDSTRAND PROPRIETARY
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WorldWide Repair Facilities
IATA IATA II IATA III Singapore (SunPac) Electric Power Antony, France Fire Supp. / Detection Windsor Locks, CT AMS / EC&A / Elec. / Prop. Miramar, FL Electric Power Caudebec-en-Caux APU Wolverhampton, England Heat Exchange Singapore (FAST) EC&A Rockford, IL Emergency Power. Figeac, France Prop. / Actuation Dijon, France Electric Power Claverham, England Actuation Kuala Lumpur, Malaysia AMS Puerto Rico Electronics Shannon, Ireland Electric Power (Rewind) San Diego, CA APU. The Netherlands AMS / Prop. Berkshire, England Fire Supp. / Detection Xiamen, China Electric Power Wilson, NC Fire Supp. / Detection Frankfurt, Germany Cabin Pressure Phoenix, AZ Elec. Power / Electronics Victoria, Australia Fire Supp. / Detection . HAMILTON SUNDSTRAND PROPRIETARY
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HAMILTON SUNDSTRAND PROPRIETARY
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 HAMILTON SUNDSTRAND PROPRIETARY
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3-Year Strategic Roadmap
Best 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) HAMILTON SUNDSTRAND PROPRIETARY
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HAMILTON SUNDSTRAND PROPRIETARY
Quality 3-Year Roadmap FORMAL TRAINING Standard Work Process Certification AUTOMATION & DIGITATIZATION 70% Reduction HAMILTON SUNDSTRAND PROPRIETARY
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Delivery 3-Year Road Map
30 Days 27 Days 25 Days ACE Gold VSM, Kaizen Standard Work 20 Days OPS 16 Days 12 Days Supply Chain Admin CSM HAMILTON SUNDSTRAND PROPRIETARY
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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 HAMILTON SUNDSTRAND PROPRIETARY
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PWCS and HS Partnership
Today we have over 50 LRU’s under agreement with PWCS Hundreds of LRU’s in stock at PWCS for your immediate needs AOG activity, Retrofits, Mod Programs all see better coordination HAMILTON SUNDSTRAND PROPRIETARY
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HAMILTON SUNDSTRAND PROPRIETARY
CUSTOMER RESPONSE CENTER Project initiatives 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 Milestones Groundbreaking 5/10 Internal piloting 8/30 External go live 11/1 Presenter notes: Our goal is to improve the CIRP by addressing gaps in our key processes. We plan to accomplish this through a robust data driven process that enables us to resolve customer issues faster than we do today. The three critical outcomes that we expect are: 100% event tracking 100% data collection Issues tracked to resolution within 12 months. That means you begin the implementation of the field action in 12 months. These three outcomes will lead to improved customer satisfaction. HAMILTON SUNDSTRAND PROPRIETARY
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Internal UTC Benchmarks External UTC Benchmarking
CUSTOMER RESPONSE CENTER Benchmarking Internal UTC Benchmarks External UTC Benchmarking HAMILTON SUNDSTRAND PROPRIETARY
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Virtual tour
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Hamilton Sundstrand Customer Service e-Commerce
HAMILTON SUNDSTRAND PROPRIETARY
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