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Click to edit Master title style Click to edit Master subtitle style Ellen Bland Director, Customer Service Performance Materials and Technologies A Customer Service Journey
Specialty Materials Government Relations Town Meeting June 3, 2010
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Ellen Bland Director, Customer Service Performance Materials and Technologies
A Customer Service Journey
2 HONEYWELL - CONFIDENTIAL
We Are Honeywell
Energy Efficiency, Energy Generation, Safety &
Security, and Globalization
Chemicals, Specialty
Materials & Fertilizers
Safety & Security
Aviation & Defense
Automotive & Transportation
Buildings, Construction &
Maintenance
Consumer & Home
Efficiency, Energy & Utilities
Fire Protection & First
Responder
Healthcare & Medical
Industrial Process Control
Manufacturing
Oil & Gas, Refining,
Petrochemicals & Biofuels
Scanning & Mobile
Productivity
3 HONEYWELL - CONFIDENTIAL
Honeywell’s Businesses
Aerospace
$11.5B
Automation and Control Solutions
$15.5B
Performance Materials and Technologies
$5.7B
Transportation Systems
$3.9B
*2011 revenues • Nearly 130,000 employees in more than 100 countries • More than 19,000 engineers and scientists • A Fortune 100 company • Revenue of $37 billion in 2011
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Performance Materials and Technology
Business:
Morristown, New Jersey (U.S.)
More than 8,600 worldwide
$5.7 billion in 2011
A global leader in developing and manufacturing advanced materials and process technologies. These materials and technologies are used by people every day in a wide range of industries and applications, from petroleum refining to environmentally friendlier refrigerants to bullet-resistant vests.
Andreas Kramvis President and CEO
Leadership:
Headquarters:
Employees:
Sales:
R&D Centers of Excellence:
Locations: More than 60 facilities worldwide
Buffalo, New York Des Plaines, Illinois Gurgaon, India Morristown, New Jersey Richmond, Virginia Seelze, Germany Shanghai, China Spokane, Washington Sunnyvale, California
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Key Differentiators
● Amherstburg, Ontario
● Baton Rouge, LA ● Geismar, LA ● Shreveport, LA
♦
● Buffalo, NY ● Tonawanda, NY
● Kingman, AZ ● Chandler, AZ ● Tempe, AZ
● ● Chesterfield, VA ● Colonial Heights, VA ● Hopewell, VA
● Danville, IL ● McCook, IL ● Metropolis, IL ● Riverside, IL Des Plaines, IL UOP HQ
● Claymont, DE
● Columbia, MO
Morristown, NJ Corporate/SM HQ
● Muskegon, MI
● Mobile, AL
● Bryan, TX ● Mansfield, TX ● Orange, TX
● Fombell, PA ● Frankford, PA ● Pottsville, PA ● Smethport, PA ● Titusville, PA
● Erkrath, Germany ● ● Seelze, Germany
● Widnes, UK ● Surrey, UK ● Brimsdown, UK
● Anaheim, CA ● San Jose, CA ● Santa Clara, CA ● Sunnyvale, CA
● Spokane, WA
● Hsin Chu City, Taiwan
● ● Shanghai, China/HEM HQ
● Haryana, India
● Salt Lake City, UT
● Golden, CO ●Littleton, CO
● Manufacturing ● Research ● Sales Headquarters
● Anderson, SC
● Milan, Italy ● Reggio Calabria, Italy
● Bangkok,Thailand ● Chonburi,Thailand
● Jincheon-gun, S. Korea
● Antwerp, Belgium ● Eupen, Belgium ● Haverlee, Belgium
● ● Singapore
● Hiratsuda, Japan ● Kanagawa-ken, Japan ● Yaita, Japan ● Yokkaichi City, Japan ● Tokyo, Japan
●Calgary, Alberta
● Rungis Cedex, France
● Jakarta, Indonesia
● Dubai, UAE
●Jeddah, Saudi Arabia
● Beijing, China
● Moscow, Russia
● Kuala Lumpur
● Gurgaon, India
North America: Home to most of PMT’s
manufacturing facilities
58% of sales outside the U.S.; Customer Service locations
worldwide
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The Journey of PMT Customer Service
• Multiple CS Locations
• No Central Point of Leadership
• No CS Definition
2002 • Co-location of
CS teams • Central Point
of Leadership • CS Function
Defined
2008 • Order
Automation • HOS
2012
The Honeywell Operating System (HOS) drives sustainable improvements in operations, standardizing work, reducing costs and improving service quality.
Continuous Improvement
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The Customer Service Challenge…
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KPIs vs. Management Metrics
KPIs Management Metrics
• Expectation is to always be 100% in compliance
• Not routinely published outside of CS
• Covers adherence to standard process, SOX compliance, etc.
• Meaningful to external or internal customers
• Measurable
• Can be improved
• Routinely published to internal or external customer base
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Honeywell KPIs: Delivery and Quality
On Time To Request (OTTR) • OTTR = (number of orders delivered complete and on time / the
total number of orders due in the same time period) x 100 • For orders containing multiple delivery lines having different dates,
the line items are counted as individual orders. • Example:
- Number of Orders Delivered On-Time = 31 - Number of Orders Due for Period = 32 - OTTR = 97%
Quality • Customer PPM = Product Quality Defect Count (UOM)*1,000,000
Total UOM Shipped
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PMT Customer Service KPIs
Wave 1 - Mature • Invoice Accuracy • On Time Order Entry
Wave 2 - Established
• Perfect Order (Customer Experience) • % of Orders Created via Automation • % of No Touch Orders via Automation • % of Low Touch (First Pass Manual Orders)
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No Touch Orders
No Touch Order Created automatically and correctly … no CSR intervention required
Automated Orders with Correction This is the balance of automated orders that are not “No Touch”
Manual Order Entered on First Pass Created by a CSR and requiring no changes after VA01
High Touch Orders Created by a CSR and changed after initial save. This is the balance of manually created orders.
Four Scenarios: Order Creation Through Invoice
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Defining No Touch vs. Low Touch
No Touch Order • Sales order is populated automatically via automation and no CSR
intervention is necessary through shipment and invoicing.
Low Touch (Manual Orders Created on First Pass) • Order is created on first pass by CSR, with no changes after initial
save through shipment and invoicing. These are likely candidates for no-touch, but caution … manual steps may be taken prior to initial saving of sales order.
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Next Steps for PMT CS
• Automate to reduce non-value added work wherever possible
• Continue deployment of the Honeywell Operating System
• Increased standardization to allow flexing of global CS
teams when needed • Increased focus on process improvement and customer
experience
• More CS interaction with customers
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Honeywell PMT CS and CCMSG
• The Chemical Customer Service Management Group (CCSMG) is a business chapter of the International Customer Service Association (ICSA).
• To provide a professional forum from which the Chemical, Pharmaceutical and Allied Industries membership will have Networking and Educational opportunities
• Honeywell PMT CS has had representation on the board of directors of CCSMG since 2004
• CCSMG provides benchmarking opportunities all year long, plus a conference each spring
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CCSMG Membership Measurement Challenges (From 2012 Spring Conference)
• Cost to Serve – identified as most challenging metric. • No Touch Order – #2
Other Measurement Challenges:
- Credit Related Issues - Customer Experience - Net Promoter Score - On Time Delivery
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Questions?
Specialty Materials Government Relations Town Meeting June 3, 2010
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