©2009 Waters Corporation | COMPANY CONFIDENTIAL
Managing the Business Impact of Your Managing the Business Impact of Your Analytical ResourcesAnalytical Resources
The value of technology is measured by the The value of technology is measured by the impact it has on your business impact it has on your business
©2009 Waters Corporation | COMPANY CONFIDENTIAL 2
AgendaAgenda
Today’s laboratory challenges
Service business modeling
Summary
©2009 Waters Corporation | COMPANY CONFIDENTIAL 3
TodayToday’’s Laboratory Challengess Laboratory Challenges
MaximizeUptime
Meeting today’s challenges demands a partner committed to your success
Lower Costs & Maximize Asset Utilization
Increase Productivity
ReduceTime-To-Market
©2009 Waters Corporation | COMPANY CONFIDENTIAL 4
Optimizing Technology Optimizing Technology ImplementationImplementation
©2009 Waters Corporation | COMPANY CONFIDENTIAL 5
Optimizing Technology Optimizing Technology ImplementationImplementation
The costs in lost productivity, reduced capacity and inefficient asset management …..must be greater than the cost of the service model chosen
©2009 Waters Corporation | COMPANY CONFIDENTIAL 6
Instrumentation ProductivityInstrumentation Productivity
Cost of lost productivity due to instrumentation include:— Projects over budget
— Delays in product development
— Delays in product shipment
Increasing instrument productivity includes services for…— Installation process
— Maintaining optimum performance
— Replacement parts quality
— Engineer expertise
— Request for services process
— Response / repair time
©2009 Waters Corporation | COMPANY CONFIDENTIAL 7
Instrumentation Productivity:Instrumentation Productivity:Maintaining Optimum PerformanceMaintaining Optimum Performance
Installation process— Reduce time to begin utilizing the asset
o Initial start-up
o System test
o Operator familiarization training
Factors in determining the appropriate service plan model— Risk tolerance
o Range from no risk - levels of shared risk – accept full risk
— Fit for purpose
o Mission critical / front line instrumentation
o Redundancy / back-up instrumentation
— Flexibility of provider’s plan offering
o Ability to match specific options with business model
©2009 Waters Corporation | COMPANY CONFIDENTIAL 8
Service Plan Portfolio AtService Plan Portfolio At--AA--GlanceGlance
Feature Total Assurance Plan /
Warranty
Performance Maintenance Plan
Basic Assurance
Plan
On-Site Support Priority Yes Yes
Telephone Support Priority Yes Yes
Performance Maintenance Visit Yes Yes No
Waters Quality Parts Yes PM Kit – Discount other parts
Repair parts
Labor & Travel Yes for PM & repair – excl maintenance parts
Yes PM and Discount on other service
For Repair Service only – Excludes Maintenance
Discount Hardware Upgrade Up to 20% No No
Firmware Updates Yes Yes No
Discount Customer Education 15% No No
Track Service History No No No
Additional PM’s Optional No No
Connections INSIGHT Optional Optional Optional
©2009 Waters Corporation | COMPANY CONFIDENTIAL 9
Total Assurance WarrantyTotal Assurance Warranty
©2009 Waters Corporation | COMPANY CONFIDENTIAL 10
Additional Service Plan OptionsAdditional Service Plan Options
Customized Service Plan options
— Work with metrology groups to tailor the appropriate plan to fityour business model
o Training
o Shared support responsibilities
— Work within your budgetary constraints to design optimized support plan
©2009 Waters Corporation | COMPANY CONFIDENTIAL 11
Instrumentation Productivity:Instrumentation Productivity:Waters Quality PartsWaters Quality Parts
Waters Quality Parts®
— Designed, manufactured and tested under strict regulatory standards
— Including ISO 9001:2000 and cGMP
— Continuous improvement program
Waters Quality Parts provide a level of confidence of— Consistent instrument operation
— Accurate and reproducible results
— Continued system compliance
— Maximum lifetime and reliability
©2009 Waters Corporation | COMPANY CONFIDENTIAL 12
Instrumentation Productivity:Instrumentation Productivity:Waters Designed and Manufactured PartsWaters Designed and Manufactured Parts
Genuine Waters Quality Injector Needles have a properly machined point — Ensuring no damage to the
injector seal which could cause leakage and contamination
— The surgical implant steel surface is smooth and free of burrs to further protect the injector seal from damage
A properly chamfered sample port prevents carryover from sample to sample
Waters Injector Needle
Third Party
Needle
Waters Quality Injector Needle
Competitor Needle
Waters
Properly chamfered
sample port
Improper machining of sample
port
Competitor
©2009 Waters Corporation | COMPANY CONFIDENTIAL 13
Instrumentation Productivity:Engineer Expertise
Rigorous engineer certification program— Up to 2 months/yr. technical and product-specific training
— Track hours spent servicing by product to maintain proficiency
— Annual recertification requirement
Engineer mentoring program: supplemental to certification program
Response / repair time— Internal metrics for continuous improvement program
o Time to repair
o Response time
o First time fix rate
Waters Service has been the recipient of award-winning customer satisfaction surveys for seven consecutive years
©2009 Waters Corporation | COMPANY CONFIDENTIAL 14
Instrumentation Productivity:Request for Services Process
Web based: www.waters.com/irequest— iRequest™
o 24/7• On-site service
• Performance Maintenance• Repair• Qualification • Relocation
• On-site training• Phone support• Remote support
By phone: 1-800-252-4752— Contact local field sales & support— Certified & trained Technical Support Staff
©2009 Waters Corporation | COMPANY CONFIDENTIAL 15
iRequest on Waters WebsiteiRequest on Waters Website
©2009 Waters Corporation | COMPANY CONFIDENTIAL 16
Instrumentation Productivity:Instrumentation Productivity:Remote ServicesRemote Services
•Leverages your existing network
security infrastructure
•SSL (Secure Sockets Layer for end-to-end
encryption and authentication) digital
certificates
•All user and system interactions are logged for audit
purposes
Behind your firewall
Behind Waters firewall
©2009 Waters Corporation | COMPANY CONFIDENTIAL 17
Personnel Productivity
Cost of lost productivity due to personnel includes:— Poor asset utilization
— Need to re-run samples
— Delays in product development and product shipment
Elements behind personnel productivity includes:— Customer education
— Applications support
— Flexible delivery of training services
— Access to information resources
— Remote support
©2009 Waters Corporation | COMPANY CONFIDENTIAL 18
Flexible Delivery of Flexible Delivery of Training and Support ServicesTraining and Support Services
Waters Customer Education Center in Milford, MA
Regional training courses— Regional labs or hotel based
Onsite training courses— Standard courses— Customized courses to fit your specific challenges
Web based training courses— Reduce travel expenses— Support your green initiatives
Remote support: Connections INSIGHT including Go To Assist / WebX /
©2009 Waters Corporation | COMPANY CONFIDENTIAL 19
Regulatory ComplianceRegulatory Compliance
Cost of non-compliance includes:— Work stoppage— Product recall— Litigation— PR— Stock price
Elements behind Waters Compliance Services— SystemsQT for Waters and Agilent 1100 & 1200 systems
o Maximize productivity and reduce risk of non-complianceo Performs IQ, OQ & PQ in an Empower environment
• Eliminates manual workbooks / human erroro Provides data that complies with 21 CFR Part 11
— Reduce customer downtime o SystemsQT allows for multiple systems to be qualified
simultaneously
©2009 Waters Corporation | COMPANY CONFIDENTIAL 20
Asset Management
Cost of inefficient asset management includes:— Poor asset utilization— Quality of buying decisions— Quality of decommissioning decisions— Quality of budget planning
Elements behind asset management includes:— Inventory— Service history reports— Service costs— Instrument utilization reports— Routine performance review
• Recommendations for reducing cost of ownership
©2009 Waters Corporation | COMPANY CONFIDENTIAL 21
Asset Management:Asset Management:Waters AssetCAREWaters AssetCARE
InventoryFind, Tag,
Track AssetsMaintain
Ensure Proactive
PM’s
Monitor•View Service History on demand via a web
portal•Control workflow
through visibility to PM schedule
AnalyzeAssess Costs, Performance,
Reliability
ReportRegularly review
system performance with your Waters Project Manager
OrganizeAssign a Waters Project Manager
©2009 Waters Corporation | COMPANY CONFIDENTIAL 22
Optimizing Technology Optimizing Technology ImplementationImplementation
The costs in lost productivity, reduced capacity and inefficient asset management …..must be greater than the cost of the service model chosen
©2009 Waters Corporation | COMPANY CONFIDENTIAL 23
TodayToday’’s Laboratory Challengess Laboratory Challenges
MaximizeUptime
Questions?
Lower Costs & Maximize Asset Utilization
Increase Productivity
ReduceTime-To-Market
