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