1. Hamilton Sundstrand Proprietary
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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.

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

15. HAMILTON SUNDSTRAND PROPRIETARY
Quality 3-Year Roadmap
FORMAL TRAINING
Standard Work
Process Certification
AUTOMATION & DIGITATIZATION
70% Reduction
HAMILTON SUNDSTRAND PROPRIETARY

16. 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

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
HAMILTON SUNDSTRAND PROPRIETARY

18. 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

19. 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

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

21. Virtual tour

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