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Pratt & Whitney Component Solutions
Vendor Symposium
August 24-26, 2010
Hamilton Sundstrand Proprietary
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Topics for Discussion
• Introduction to Hamilton Sundstrand
• Hamilton Sundstrand Aftermarket
• Partnership with PWCS
• Customer Response Center Initiative
• Web Tools to Reach Us
HAMILTON SUNDSTRAND PROPRIETARY
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UNITED TECHNOLOGIES CORP.
More than 200,000 employees
$5.5B
$12.6B
$5.6B
$6.3B
$11.8B
$11.4B
2009: $53B
HAMILTON SUNDSTRAND PROPRIETARY
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HAMILTON SUNDSTRAND
A global presence
Approximately
16,500 employees
worldwide; 3,000
industrial
One third of
aerospace work
force is outside the
U.S.; half of
industrial work force
outside U.S.
More than 150
locations, including
field offices, in 20
countries
HS Aerospace
HS Industrial
HAMILTON SUNDSTRAND PROPRIETARY
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HAMILTON SUNDSTRAND
2009 revenue: $5.6 B
Aerospace systems
$4.5B
Electric systems
Fire protection
Air management
Propellers
Industrial
$1.1B
Engine systems
Auxiliary power
Space systems
Compressors
Actuation
Specialty pumps
Hamilton Sundstrand is among the world's largest suppliers of technologically advanced aerospace
and industrial products.
HAMILTON SUNDSTRAND PROPRIETARY
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Customer Service
Capabilities
• Technical
Support
Aerospace
Systems (24/7)
$4.4B
Industrial
$1.4B
• Engineering Services
• Asset Management Services
• Repair Services
• Line Replaceable Unit Provisioning
• Spare Parts
Company Private
HAMILTON SUNDSTRAND PROPRIETARY
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CUSTOMER SERVICE
Global Network
4Q08
Key Data:
• 2,000 Professionals
• 60 Facilities
Company Private
HAMILTON SUNDSTRAND PROPRIETARY
Repair Facility
Distribution Center
Field Office
7
Customer Support Offices – Americas Region
SEATTLE
KONRAD DUDEK, FSR
MARK GOLARZ, FSR
JASON RAAUM, FSR
JOHN SZILLAT, FSR
ROCKFORD
MINNEAPOLIS
PAUL DEWITT, OSS
P. LIDDELL, OSS MGR
DAVE JOHNSON, CSM
DANA SCHULZ, CSM
GARY SCHULTZ, FSR
TULSA
BOB PINGEL, OSS
MIKE BEATT, OSS
INDIANAPOLIS
JOHN MCKEEHEN, FSR
SAN FRANCISCO
MARK FAY, OSS
MONTREAL
ERNIE D’ALESSANDRO, FSR
MARK OSTHEIMER, FSR
LOS ANGELES
JIM SANOCKI, FSR
WINDSOR LOCKS
DALLAS
ROBERT HOAR, FSR
JOHN SWEITZER, DIR., SALES
HERMAN ROSSHIRT, FS MGR
CHRISTOPHER BUSCETTO, FSR
LARRY TIBERIO, CSM
TRANG DANG, CSM
STEVE SWART, OSS
DAVID AYARS, FSR
HOUSTON
STEVE FRIENDS, FSR
CONRAD MEIJER, FSR
ATLANTA
MT. LAUREL
MARTY SEZACK, FSR
DENNIS PALMER, FSR
SAO PAULO
MIRAMAR
ADRIANO BARBIERI, FSR
ROBERTO MICHELIN, FSR
SERGIO OLGUIN, FSR
BRIAN MURPHY, CSM
DAVE MURPHY, CSM
GUS MARTINS, CSM
PETE CORDERO, OSS
PITTSBURGH
ERIC GRUBBS, FSR
SANTIAGO
NEW YORK
JUAN MARTONE, FSR
PETE HRYNIEWICZ, FSR
HAMILTON SUNDSTRAND PROPRIETARY
NORFOLK
August 2010
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Customer Support Offices – Europe Region
LONDON
AMSTERDAM
SIMON ASHURST, CSM
STEPHAN CLAASE, FSR
GLYN HENDERSON, OSS
CHARLES VAN’T HOF, FSR
HUUB PEELS, OSS
MAASTRICHT
STEVE JAFFE, CSM
TOULOUSE
MICHEL KUCZOWICZ, FSR
HAMBURG
DIJON
THORSTEN MÖLLERREICHENBACH, OSS
ARNE RUETER, MGR FSR
PETER STROZYK, FSR
GRENVILLE MITCHELL
BORDES
FRANKFURT
ALAIN ROUGIER, FSR
JEAN-PAUL VERGEZ, FSR
LUTZ SPECHT, FSR
DUBAI
ROME
ANTHONY VAN DER DRAAI, FSR
BRIAN HUNTER, CSM
ANGELO CASADIDIO, FSR
PORTUGAL
TONY FONTES, CSM
HAMILTON SUNDSTRAND PROPRIETARY
August 2010
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Customer Support Offices – Asia Pacific Region
PUSAN
BEIJING
HUAXING LU, FSR
HAN MINGHUI, CSM
TOM LEE, FS MGR / CSM
TOKYO
SHANGHAI
MASAHITO FURUYA, FSR
THOMAS MILLER, FSR
ADRIAN LEE, OSS
CHARLIE ZHANG, FSR
XIAMEN
NAGASAKI
LI YAJIE, GM
IAN BARTLETT, OSS
GUANGZHOU
TAIPEI
STEVEN LIN, FSR
ALBERT SUN, FSR / CSM
HONG KONG
MUMBAI
SHAWN CHEN, FSR
HARESH BALASUBRAMANIAM, CSM
BIPLOB NATH, FSR
SYDNEY
KUALA LUMPUR
KING WONG, GM
JACK MORRISON, CSM
KIDO SEOK, FSR
STEVE ZAMMIT,OSS
SINGAPORE
WAI CHEONG LOH, GM
JEFFREY YAP, CSM
GAVIN CHEW, FSR
BENJAMIN LEONG, FSR
MICKY NGAU, FSR
MELBOURNE
HENRY CORDANI, FSR / CSM
August 2010
HAMILTON SUNDSTRAND PROPRIETARY
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Repair Services
• Full capability within all three IATA regions
• Customer Service Administration located at each facility
• Working hard to present one standard face
HAMILTON SUNDSTRAND PROPRIETARY
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WorldWide Repair Facilities
IATA 1
IATA II
IATA III
Singapore (SunPac)
Electric Power
Antony, France
Windsor Locks, CT
Fire Supp. / Detection
AMS / EC&A / Elec. / Prop.
Miramar, FL
Electric Power
Wolverhampton, England
Caudebec-en-Caux
Heat Exchange
APU
Singapore (FAST)
EC&A
Rockford, IL
Figeac, France
Emergency Power.
Prop. / Actuation
Puerto Rico
Dijon, France
Claverham, England
Kuala Lumpur, Malaysia
Electric Power
Actuation
AMS
The Netherlands
Berkshire, England
Xiamen, China
AMS / Prop.
Fire Supp. / Detection
Electric Power
Electronics
Shannon, Ireland
Electric Power (Rewind)
San Diego, CA
APU.
Wilson, NC
Fire Supp. / Detection
Frankfurt, Germany
Phoenix, AZ
Cabin Pressure
Elec. Power / Electronics
Victoria, Australia
Fire Supp. / Detection
.
HAMILTON SUNDSTRAND PROPRIETARY
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Repair Services
• 2010 goals to push product
– 15 days for mechanical
– 10 days for electronics
• Concentrating on our core competencies
• Working toward long term agreements with key customers
– Streamlines repair process
– Helps to forecast shop loads
HAMILTON SUNDSTRAND PROPRIETARY
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3-Year Strategic Roadmap
• Best in class customer service – ACE Gold Sites
•
•
Quality (Zero Escapes, Repair Reliability, Regulatory Compliance)
Delivery (Consistent 95% CSL)
•
Administration
•
Communication
(50% Hold Reduction, 6.5 MFA, Maximize Contracts Performance)
(Responsiveness, Accessibility, & Accuracy)
• 787 EIS Repair capability (Accurate Planning & Flawless Execution)
• Aggressive Cost Reduction
•
•
•
•
Network integration (Leverage Knowledge, Capabilities, & Expertise)
Standardization (Best Common Processes & Solutions)
Product Rationalization (Keep what we do best)
Productivity (Match Best In Class)
HAMILTON SUNDSTRAND PROPRIETARY
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Quality 3-Year Roadmap
Quality – Escapes (3 Yr Roadmap)
Americas
Europe
Asia
70% Reduction
2007
2008
2009
2010
2011
HAMILTON SUNDSTRAND PROPRIETARY
2012
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Delivery 3-Year Road Map
Total Days in House (DIH)
Customer Hold
Shortages
Cycle Time
30 Days
27 Days
25 Days
ACE Gold
VSM, Kaizen
Standard Work
OPS
20 Days
16 Days
12 Days
98% Availability
OSS Planning
QH Strategy
2007
2008
Supply
Chain
Admin
CSM
2009
2010
HAMILTON SUNDSTRAND PROPRIETARY
2011
2012
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PWCS and HS Partnership
• HS looked for process improvement in Biz Jet and regional support
• Saw potential in a partnership with PWCS
– PWCS is a logistics provider
– HS is a repair station
• Formalized in November 2007
• PWCS became our Authorized Distributor for legacy PWC engine
components
HAMILTON SUNDSTRAND PROPRIETARY
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PWCS and HS Partnership
• Today we have over 50 LRU’s under agreement with PWCS
• Hundreds of LRU’s in stock at PWCS for your immediate needs
• AOG activity, Retrofits, Mod Programs all see better coordination
HAMILTON SUNDSTRAND PROPRIETARY
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CUSTOMER RESPONSE CENTER
Project initiatives
This project will enable Hamilton Sundstrand to address in-service technical
issues through more robust data driven processes. It will become a key
differentiator for HS in the marketplace.
The expected outcome:
.100% data capture and tracking
• .Improved response time
• .Proactive issue identification
Improved first time fix rate
• .Improved customer satisfaction
Milestones
Groundbreaking
Internal piloting
External go live
HAMILTON SUNDSTRAND PROPRIETARY
5/10
8/30
11/1
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CUSTOMER RESPONSE CENTER
Benchmarking
Internal UTC
Benchmarks
External UTC
Benchmarking
HAMILTON SUNDSTRAND PROPRIETARY
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Hamilton Sundstrand
Customer Service e-Commerce
POW ER
TM
W o rld w id e R e pa ir S e rv ic e s
w w w.h s w w r.c o m
w w w.h s e s pa re s .c o m
R e pa ir Sta tio n C o n ta c ts
C u s to m e r S u p p o rt M a n a g e r & M a rke tin g C o n ta c ts
C o m m e rcia l R e pa ir P ro g ra m O ffe rin g s
W o rld w id e C o m m e rcia l R e pa ir C a pa b ility
w w w.h s re pa ir.c o m
O rd e r Sta tu s
S h ip m e n t Tra ck in g
E xch a n g e In fo rm a tio n
P a rt A v a ila b ility
O rd e r E n try
O rd e r Sta tu s
R e q u e st fo r Q u o te
S h ip m e n t Tra ck in g
Te c h n ic a l S u p p o rt
w w w.h s v a s .c o m
Tra in in g
Te c h n ica l P u b lica tio n s
O n L in e Te ch n ica l F o ru m s
E a sy to u s e S e a rc h E n g in e
In -S e rvice P ro g ra m In fo rm a tio n
A c c o u n ts R e c e iv a b le
w w w.h s e a r.c o m
Sta te m e n t o f A c co u n t
In vo ice s
HAMILTON SUNDSTRAND PROPRIETARY
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