jean-luc lavenir, otis presenation at aftermarket 2012
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Service Excellence
A challenge for growth in the Elevator industry
OTIS example
Jean-Luc LAVENIR
Director Field Operations
Otis NEAA Europe & Africa
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
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
New
Equipment Modernization or
Replacement
Maintenance
& Repair
Year 1 year 20
Elevator Business Model
Keep performance Upgrade performance
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
Market
Requirements
Yesterday Today/Tomorro
w
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
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
OTIS DIFFERENCIATORS IN SERVICE
• Service Excellence
• Segmentation
• «E » Service & Elite
SERVICE EXCELLENCE
• Employees Behaviour
• Customer perception
Make Service
visible
OTIS ELITE™ SERVICE : CREATE VALUE
Premium service to customer
- Dedicated Hotline
- Remote intervention
- Top skilled experts
- Gold communication
- Remote diagnostic
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
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