My ProfileNick Kenney
§ Title: Callcenter Operations Manager at ABB§ 14 years with ABB§ 8 years in Callcenter Management§ BS in Management and Labor Relations from Cleveland State University§ Associates in Business Management from Lakeland Community College§ Certified Yellow Belt in Six Sigma
© ABB Inc.June 17, 2016 | Slide 1
Slide 2© ABB
June 2016
Introducing ABBA global leader in power & automation
Presentation for Lake Erie College – LAB WeekJune 17, 2016
Slide 3© ABB
ABB today
1 Asia, Middle East, AfricaJune 17, 2016
A global leader in power and automation technologies
Where(Geographies) Globally
For whom(Customers)
Utilities Transport &InfrastructureIndustry
What(Offering)
Power & Automation
~ $36 bnrevenue
~100countries
~135,000employees HQ Zurich
Single “A”credit rating
AMEA1 37% Americas 30% Europe 33%
~35% of revenue ~45% of revenue ~20% of revenue
Power ~40% of revenue Automation ~60% of revenue
Slide 4© ABB
ABB vision
June 17, 2016
Power and productivity for a better world
Power
A leader in addressing
power infrastructure and
control needs for utilities,
industry and transport &
infrastructure
Better world
Contributing to decoupling
growth from
environmental impact
§ Less energy per unit
GDP
§ Less pollution per unit
energy
Productivity
A leader in operational
asset effectiveness –
uptime, speed, yield – and
efficiency
Slide 5© ABB
ABB – A global technology pioneerLeading market positions in power & automation
June 17, 2016
~135,000employees
Presentin
countries~100
Formedin
1988merger of Swiss (BBC, 1891)and Swedish (ASEA, 1883)engineering companies
In orders(2015)
billion36$
Slide 6© ABB
ABB technology
June 17, 2016
All around us
…orbiting the earth and working under the surface
…crossing oceans and on the sea bed
…in power plants and in homes, offices and factories
…in fields where we grow crops, and packaging our food
…in transport and infrastructure
Slide 7© ABB
ABB in the United States
June 17, 2016
Investment and growth
MarketsLargestOne of ABB’s~20,500
U.S. employees(~15% of ABB)
Entered U.S. in
1989via Westinghouse
T&D acquisition
$10.5 billioninvested
since 2010
including13 acquisitions
~14,000U.S. customers
24,997Safety Obs. Tours(2015)
160+U.S. Locations
Nearly
60Manufacturing
Locations
Region HeadquartersCary, N.C.
Slide 8© ABB
The U.S. story
June 17, 2016
Organically growing in the markets we serve
1989 – ABB acquires the Westinghousetransmission & distribution business, markingABB’s entrance to U.S. power and industrialmarket
1999 – ABB acquires Elsag Bailey, supportinggrowth in various process industries
2010 – ABB acquires Ventyx (US-$1 bn), addingrobust enterprise software to our portfolio
2011 – ABB acquires Baldor (US-$4.2 bn),supporting growth with industrial motors & drives
2012 – ABB acquires Thomas and Betts (US-$3.9bn), supporting growth with distributors andelectrification products
2013 – ABB acquires Power-One (US-$1 bn),supporting growth in renewable energy markets
Balance through strategic acquisitions
Slide 9© ABB
Well positioned in attractive markets
June 17, 2016
Long-term market growth drivers intact
Power & Automation
Utilities Transport & InfrastructureIndustry
RenewablesGrid automation / digitalization
MicrogridsSmart upgrades
Electrification penetrationEnergy storage
ProductivityEnergy efficiency
Automation penetrationInternet of Things, Services
and PeoplePower quality / reliability
Emerging markets
UrbanizationData managementElectric transportEnergy efficiency
Power quality / reliabilityDecentralized power generation
Power & Automation “for the site”Power & Automation “for the grid”
Slide 10© ABB
A truly global player
June 17, 2016
Team, culture and presence
Revenuesplit 2015
Top 200managers
Emergingmarkets (45%)
Maturemarkets (55%)
nationalities from6 continents
from outsideSwitzerland and
Sweden
27
>3/4
nationalities inthe Executive
Committee
8
Europe
12.6 bn$
37%
29%
34%
AMEA
13.4 bn$
Americas
10.5 bn$
ABB has a unique global team with local presence everywhere
Slide 11© ABBJune 17, 2016
Well positioned in attractive marketsGlobal trend – 4th industrial revolution
Industry 4.0 – today and tomorrowInternet of …
Industry 1.0 – 1712First practical steam engine
Industry 2.0 – 1870First elevated conveyor belts
Industry 3.0 – 1969Electronics / software based control
People Things
Services
We lead proactively with new connected offeringsWe lead proactively with new connected offerings
YuMi® – ‘you and me,’ working together
Dual-arm small parts assembly robot
Flexible hands
Parts feeding systems
Camera-based part location
State-of-the-art robot control
Cage-less, safe operation
Addressing the needs of small partsassembly
Especially in the consumer electronicssector
Shaping the world we know today through innovation
June 17, 2016
Pioneering technology since 1883 – example
Things
People
Services
Slide 13© ABB
Energy and resource efficiency
June 17, 2016
ABB solutions can reduce energy losses by 20-30%
Only 20% of energy generated by fossilfuels reaches the end-consumer
Available technology can increaseenergy efficiency levels 20-30%
© ABB IncJune 17, 2016 | Slide 14
How ABB is organizedFour divisions
Discrete Automation andMotion products, systemsand services help improveefficiency and reliabilitythroughout the energyvalue chain.
Electrification Productsdelivers products andsystems designed toconnect, protect andcontrol electrical systems,ensuring reliability,efficiency and safety foryour equipment andpersonnel.
Process Automationproducts, systems andservices help optimizeoperations and processesacross the energy valuechain.
Power Grids helpsimprove efficiency andreliability throughout thepower value chain fromgeneration to transmissionand distribution.
ElectrificationProducts
5,374U.S. employees
DiscreteAutomationand Motion
7,590U.S. employees
Power Grids
4,439U.S. employees
ProcessAutomation
2,266U.S. employees
ABB across the entire energy value chain
Control systems
Switchgear & relays
Instrumentation
Circuit breakers
Generator step-uptransformers
Enterprise software
Energy storage
Wireless communication
STATCOM
Motors & Drives
Power generators
Motor control centers
Excitation systems
Power converters, invertersand rectifiers
June 17, 2016
Generate
Generate Transmit &Distribute Connect Operate &
Optimize Sustain
ABB across the entire energy value chain
Circuit Breakers
Switchgear
Transformers
Capacitors and filters
HV Cables
FACTS
HVDC
Substations
Substation Automation
Surge arresters
Protection and control
Energy storage
Enterprise software
SCADA/EMS/DMS systems
Wide-area monitoring systems
Instrument transformers
Wireless communication
June 17, 2016
Transmit & Distribute
Generate Transmit &Distribute Connect Operate &
Optimize Sustain
ABB across the entire energy value chain
Wire & Cable Management
Breakers & Switches
Enclosures and DIN-rail
Control Products
Low Voltage Systems
Low Voltage Switchgear
Wiring & Accessories
June 17, 2016
Connect
Generate Transmit &Distribute Connect Operate &
Optimize Sustain
ABB across the entire energy value chain
Robotics
Motors & drives
Mechanical power transmission
EV charging systems
UPS systems
Power inverters, converters andrectifiers
PLCs
Distributed Control Systems
Measurement products
Analytics
Crane systems
Mine hoists
Ship propulsion, onboardelectrification
Service
Power Transformers
Switchgear
Capacitors and filters
Power distribution systems (relays,circuit breakers, etc.)
Enterprise software
FACTS devices
Power market operation systems
June 17, 2016
Operate & Optimize
Generate Transmit &Distribute Connect Operate &
Optimize Sustain
ABB across the entire energy value chain
Integrated automation andsafety systems
Remote monitoring
Preventive maintenanceservices
System design services
Energy efficiency audits andservices
Arc-resistant switchgear
Sensors
Protection & control
Lock out / tag out systems
Enterprise software
Industry data services
Maintenance services
Training & consulting
ABB JOKAB Safety products
June 17, 2016
Sustain, Service and Safety
Generate Transmit &Distribute Connect Operate &
Optimize Sustain
Slide 20© ABB
Shaping the world through innovation
June 17, 2016
Pioneering technologyExample
World’s most powerful underground and subsea power transmission cable systemWorld’s most powerful underground and subsea power transmission cable system
Slide 21© ABB
Shaping the world through innovation
June 17, 2016
Consistent R&D investment
Investment annually
+$1.5 bnTechnologists
~ 8,500
University collaborations~ 70
Corporate researchcenters linked by a globalresearch center
7
Innovation is ingrained in the DNA of ABBInnovation is ingrained in the DNA of ABB
Slide 22© ABB
Committed to sustainability
* Terrawatt-hoursJune 17, 2016
Economic success, environmental stewardship, social progressExample
200+energy efficiencyprojects under wayin 2014
5.2 million m3
of water savedthrough reuseand recycling
445 TWh*energy saved
by ABBdrives
$ 9 millionspent on
community projectsin 2014
Running the world without consuming the earthRunning the world without consuming the earth
Slide 23© ABB
June 2016
Contact Center – United StatesOverview
Presentation for Lake Erie College – LAB WeekJune 17, 2016
Contact Center (Communications)Contact Methods
Single contact numberfor all services§ 190,000 Contacts per year§ 24 x 7 x 365 Coverage§ ISO 9001:2008 Registered§ Multimedia contact-tracking
§ Phone: 1 800 435 7365
§ Fax: 1 919 666 1377
§ Email: [email protected]
§ Web: www.abb.com/us
§ Mobile Apps:
1-800-HELP-365Outside of the USA and Canada, call
440-585-7804
http://new.abb.com/us/about/contact-center
Toll Free Number Menu Selections
© ABB GroupJune 17, 2016 | Slide 25
Offices/LBU included in the callflow:
Wickliffe, OH (PA and PS)
Auburn Hills, MI (DMRO)
Memphis, TN (LP)
New Berlin, WI (DMLD, LP)
Fort Smith, AR (DMMG)
800 HELP 365Inbound Call Volume Overview (Performance Mgmt)
© ABB GroupJune 17, 2016 | Slide 26
102,0002015
2014 97,000
66,000
70,500
Total inbound toll freevolume
Volume processed by NAMCustomer Service CenterVolume processed byContact Center agents
62,900
58,000
Slide 27© ABB
Services across the entire value chain
June 17, 2016
Long-term commitment to maintain your assets
RepairsSpares and consumablesReplacementTrainingService agreements
Installation andcommissioningMaintenanceExtensions, upgrades andretrofitsReplacementTrainingSpares and consumablesEnd of life servicesService agreements
Engineering andconsultingMaintenanceAdvanced servicesExtensions, upgrades andretrofitsTrainingService agreements
Advanced servicesEngineering andconsultingExtensions, upgrades andretrofitsEnd of life servicesService agreements
Rapid response Lifecyclemanagement
Operationalefficiency
Performanceimprovement
Planning partner Product, solutions, systems provider Operations partnerPlanning partner Product, solutions, systems provider Operations partner
Departments
Callcenter Operations§ Contact Center front end agents§ Technical Support§ Parts and Repair representatives§ Service Coordinators (Schedulers)
© ABB Inc.June 17, 2016 | Slide 28
Challenges
§ Recruiting and Staffing§ Finding the Right People!
§ Training and Onboarding§ Tools and Technology Changes
© ABB Inc.June 17, 2016 | Slide 29
Slide 30© ABB
ABB and Solar Impulse
June 17, 2016
An innovation and technology alliance for a better world
ABB and Solar Impulse are passionate pioneers ofleading-edge technology for a better world
First round-the-world flight powered by the sun
Three ABB engineers were embedded in the project,contributing technical expertise and experience
ABB and Solar Impulse share a common vision ofreducing resource consumption and increasing theuse of renewable energy
Running the world withoutconsuming the earth
„ „
Slide 31© ABB© ABB Inc.June 17, 2016 | Slide 31
World’s Most Ethical Companies – Ethisphere Institutes (2013-2016)Top 100 Global Innovators – Thomson Reuters (2013-2014)Global Powertrain Manufacturing Excellence Award – Ford Motor Co. (2015)Energy Storage North America Innovation Award (2014)Zayed Future Energy Prize (2014)Top 50 Disruptive Companies – MIT (2013)America’s Safest Companies (8 honored) – EHS Today (2012)Top 50 Employers for Women Engineers – Woman Engineer Mag. (2013)World-class performer, Dow Jones Sustainability Index (2010-2013)Red Dot award for industrial design – Azipod® Controller (2013)Member, Smart Cities Council (2013)Pioneer Award: EV charging – Green Parking Council (2013)
ABB Achievements
Customer Service CenterWickliffe, OH USA
© ABB GroupJune 17, 2016 | Slide 32
Slide 33© ABB
People make the difference
June 17, 2016
The best want to work in a first-class environment
ABB attracts top performers due to its inclusive culture
ABB strives for excellence in integrity andsocial responsibility
ABB aims for a culture of leadership at every level
ABB is one of the world’s most global companies
A better world begins with youA better world begins with you
Slide 35© ABB
Committed to the highest standards of business ethics
June 17, 2016
Integrity as the bedrock of ABB’s culture
Basic principles§ Integrity is a basic building block of a world-class business§ It is a core value at ABB, along with safety
§ No acceptance of business, if it means engaging in unethical practices or putting people at risk
Code of Conduct§ Our Code of Conduct defines ABB’s relationships with all of its stakeholders§ Employees must sign the Code of Conduct and attend compulsory training courses§ Zero-tolerance policy towards violations§ Several reporting options in place for employees to report suspected violations; every report is
thoroughly investigated
Company motto: Don’t look the other way!Company motto: Don’t look the other way!
Basic principles and Code of Conduct
Slide 36© ABB
Hallmarks of ABB
June 17, 2016
Innovation, passion and diversity
“As a global leader in power and automationtechnologies, ABB is continuously pioneeringreliable, cleaner and more efficient energy andautomation solutions, helping its customersincrease the productivity of their industrial andinfrastructure operations.”
CEO Ulrich Spiesshofer